Evaluation & Feedback

Capture satisfaction and effort data using three globally recognized feedback scoring methods — all available within a single module. Net Promoter Score (NPS) uses a 1-10 scale to measure loyalty and recommendation likelihood. Customer Satisfaction Score (CSAT) uses a simple -1/0/1 scale for instant sentiment capture. Customer Effort Score (CES) uses a 7-point Likert scale from Strongly Disagree to Strongly Agree.

Each feedback method is backed by a configurable feedback model with its own lifecycle management. Choose the right method for each touchpoint — NPS for overall relationship health, CSAT for specific interaction satisfaction, CES for process ease assessment. Compare scores across vessels, departments, and time periods with consistent, standardized metrics.

Create evaluations on the spot when circumstances require immediate assessment — from ship or office. Ad-hoc evaluations use the same scoring models and criteria as periodic assessments but are triggered manually rather than by scheduled events or contract transitions.

Use ad-hoc evaluations for incident follow-ups, performance concerns, vendor assessments after specific deliveries, or any situation where a structured evaluation is needed outside the regular cycle. The evaluation type (Periodic vs. Ad-Hoc) is tracked separately, so your analytics can distinguish between scheduled and event-driven assessments.

Complement scored criteria with qualitative feedback through open-ended inquiry questions. While evaluation questions produce numerical scores, inquiry questions capture free-text observations, recommendations, and contextual notes that numbers alone cannot convey.

Mix inquiry questions freely within any evaluation model alongside scored questions. Use them to capture specific incident details, improvement suggestions, or nuanced observations about performance. Inquiry responses are stored with the evaluation record and included in reports, giving reviewers the full picture behind the scores.

Evaluations can be conducted by five distinct body types — Company, Contact, Ship, Employee, and Crew — capturing every possible assessor-subject relationship in maritime operations. A shore-based company manager can evaluate a crew member, a vessel can assess a supplier, or crew members can participate in peer evaluations.

Each evaluator type carries its own permissions and context. Company evaluators access fleet-wide assessment tools. Ship evaluators work within vessel-specific contexts. Contact evaluators receive external evaluation links for vendor self-assessment. The five-type model ensures every assessment relationship in your organization can be formally captured and tracked.

Run evaluations in both ship and office environments with full synchronization between them. Ship-based evaluations capture assessments performed on board — crew competency checks, vessel-specific vendor ratings, and operational performance reviews. Office-based evaluations handle shore-side assessments — corporate HR reviews, fleet-wide vendor scoring, and management evaluations.

The dual-environment architecture ensures that evaluations created at sea are available ashore, and vice versa. Vessel masters can initiate crew evaluations during voyages, while fleet managers can review and compare results across all vessels from the office. Both environments share the same models, scoring methods, and analytics.

Enrich every evaluation and feedback response with contextual comments and supporting file attachments. Evaluators can add narrative comments to individual answers, attach photographs as evidence, upload supporting documents, and provide detailed justifications for their scores.

Attachments transform evaluations from simple score sheets into comprehensive evidence packages. Upload crew certification documents alongside competency assessments, attach delivery photographs to vendor evaluations, or include incident reports with performance reviews. All attachments are stored with the evaluation record and accessible in reports.

Transform raw evaluation data into actionable intelligence with dedicated analytics views. Crew score analytics aggregate individual evaluation results across assignments, vessels, and time periods — revealing performance trends, competency gaps, and improvement trajectories that inform training and promotion decisions.

Model performance tracking shows how well your evaluation instruments are working — which criteria produce the most variance, which questions consistently score high or low, and how different evaluator types rate the same subjects. Use analytics to refine your assessment models and ensure they measure what matters.