Mrs. Kavya, an MC member at Green Valley Apartments, looks after Helpdesk operations in the community.
As part of her routine, she checks Helpdesk reports to see how requests are being handled, whether services are running smoothly, and if residents are satisfied with how issues are resolved.
These reports give her visibility into day-to-day operations, such as escalated requests, vendor-wise ticket summaries, turnaround time (TAT) by category, and the average time to resolve requests.
This helps her stay updated on how services are running across the community and where attention may be needed.
However, one important aspect is not always visible in these reports: how residents actually experience the service.
While operational reports show how requests are handled, they do not fully reflect how residents feel about the service or how vendors are performing based on those experiences.
To bring this into view, ADDA now introduces the Helpdesk Feedback Report.
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How Do MC Members Review Service Performance in Their Community?
MC members already rely on multiple Helpdesk reports to stay informed about how services are performing.
They can review reports such as:
- Escalated Helpdesk requests
- Vendor-wise ticket summaries
- Turnaround time (TAT) across categories
- Average time taken to resolve requests
These reports help them track how efficiently requests are being handled and where delays or escalations are happening.
However, service performance is not only about how requests are managed. It also depends on how services are experienced by residents after the request is completed.
This is where resident feedback becomes an important part of the review.
What Is the Helpdesk Feedback Report in ADDA?
The Helpdesk Feedback Report brings together resident ratings and feedback into a single view.
Helpdesk already captures this information as part of regular request handling. This report builds on that data and presents it in a way that makes it easier to review overall service quality across the community.
Instead of looking at individual requests, MC members can view overall ratings, identify lower-rated services, and review feedback across different categories and service providers.
This helps them evaluate service performance not just based on how requests are handled, but also on how those services are experienced by residents.
How Does the Helpdesk Feedback Report Simplify Service Reviews for MC Members?
The report is available inside:
ERP → Helpdesk → Reports → Helpdesk Feedback Report
MC members can select the required month and review service performance for that period.
Instead of going through multiple reports or individual requests, they can access a consolidated view that brings together ratings, feedback, and service performance in one place.
This makes it easier to:
- Get an overall view of service quality
- Identify lower-rated services
- Compare performance across categories
- Review how different service teams are performing
Now, when Mrs. Kavya reviews Helpdesk performance, she does not need to build the full service picture from multiple sources.
She can directly access a complete view of both operational performance and resident feedback in one place.
How Does the Helpdesk Feedback Report Support Better Service Reviews?
The Helpdesk Feedback Report helps MC members incorporate resident experience into service evaluation.
It allows them to:
- View overall service quality
See how services are rated across the community for the selected period and get a quick sense of overall performance - Identify areas that may need attention
Lower-rated services and requests are easier to spot and review for follow-up - Compare performance across categories
Understand how different services are performing and where differences exist - Review vendor or staff performance
Evaluate how different service providers are performing based on resident feedback - Track patterns across service feedback
Observe recurring issues or consistent performance across categories over time - Support more structured discussions
Refer to ratings, feedback, and service patterns during committee meetings with better context
By bringing resident feedback into the review process, service evaluation becomes more complete and more aligned with actual resident experience.
With the Helpdesk Feedback Report, MC members can review service performance in a more structured way. In a well-managed community, service quality should be easy to understand, not just tracked.
Want to see how ADDA helps communities improve service visibility, resident satisfaction, and operational efficiency? Contact us to schedule a demo and explore how ADDA can support your community’s management needs.
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