Custom Job Decline Reason Form for Fieldworkers

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Customize Fieldworker Job Decline Reason Form

OctopusPro’s Custom Job Decline Reason Form turns every “No, thanks” from a fieldworker into actionable business intelligence. By capturing structured, searchable feedback the moment a job is refused, your dispatch team can pinpoint recurring obstacles—distance, skills, safety, timing—and refine future allocation rules, up-skill gaps, and service-area coverage. Studies across field-service and other high-velocity work-order networks show that organisations which systematically log decline reasons cut rescheduling time by up to 25 % and lift overall job-acceptance rates in the following quarter.

How the Feature Works

  1. Admin Configures Questions
    Path: Settings › General Settings › Booking Settings › Decline Booking Request Form → Create New.

    • Add a clear question (“Why can’t you take this booking?”) and choose a field type: Dropdown, Multi-select, Text, or Checkbox.
    • For multi-choice items, pre-load standard codes—e.g. “Distance > 30 km”, “No licence for task”, “Unsafe site”, “Schedule clash”—mirroring industry code lists used in payments and recruiting to keep data consistent.
  2. Fieldworker Declines a Job
    • In the mobile or web app the tech taps Decline.
    • The custom form pops up; mandatory questions ensure you always get structured data.
    • Optional free-text lets workers add context (“need confined-space ticket”, “traffic restrictions after 4 pm”).
  3. Real-Time Admin Alerts
    • OctopusPro fires an instant push/email/SMS to the dispatcher containing: Tech name, Booking ID, Decline code, Timestamp, Extra comments.
    • Alerts let schedulers re-route the job before the customer notices a delay.
  4. Dashboard & Analytics
    • All responses are archived in Reports › Job Decline Insights.
    • Heat-maps and pie-charts highlight the top five refusal causes for any date range.
    • Export CSV or schedule a weekly digest to spot trends (e.g., “Too far” spikes after you added a new postcode).

Practical Use-Cases

Sector Example Decline Operational Fix
Home Maintenance Electrician declines “3-phase upgrade” → lacks certification Auto-tag job with HV-Licence so only certified techs see it next time.
Courier / Delivery Driver rejects CBD runs due to parking fines Adjust route optimisation to assign micro-van fleet or off-peak slots.
On-Demand Pet Care Sitter refuses aggressive-breed request Add “Breed preference” filter to booking form and sitter profile.
Solar Installation Crew declines roof over 35° pitch Flag job for rope-access subcontractor; schedule joint safety assessment.

Benefits at a Glance

  • Data-Driven Dispatch – fewer blind reassignments; 25 % faster re-booking cycle.
  • Training & Upskilling Insights – surface repeated “skill gap” codes to justify certification budgets.
  • Service-Area Optimisation – detect clusters of “too far” rejections and redraw geo-fenced polygons.
  • Technician Engagement – structured feedback loop shows techs their concerns drive change, reducing churn.

Configuration Tips & Best Practices

  1. Keep Choices Short & Actionable – aim for 5-10 standard reasons; long lists slow the app.
  2. Use Skip Logic – if “Skill gap” selected, reveal secondary dropdown for missing licence type.
  3. Review Monthly – archive low-frequency codes (<2 %) to keep the form lean.
  4. Correlate with Job Acceptance Rate – declining trends often precede JAR dips; address root cause early.

Step-By-Step: Creating Your First Decline Form

  1. Go to Settings › General Settings › Booking Settings.
  2. Scroll to Decline Booking Request Form → click Create New.
  3. Enter question text → pick field type (Dropdown).
  4. Add options:
    • Distance too far
    • Schedule clash
    • Qualification/licence missing
    • Unsafe site
    • Equipment unavailable
  5. Toggle Mandatory if you need every decline codified.
  6. Click Save.

Your form is live instantly; no app update required.

Ready to go deeper?

Add the Decline Reason Insights widget to your main dashboard to see a live feed of refusals and their top causes—no extra setup required.

Admin Alerts & Response Dashboard

When a technician hits Decline and submits the custom form, OctopusPro instantly pushes an alert to dispatch: technician name, booking ID, decline code, timestamp, plus any free-text comments. Real-time email/SMS/push keeps dispatchers in the loop so they can reassign the job before the customer feels the delay.

Multi-Channel Delivery

  • Configure notifications per admin—email, mobile push, or SMS—for flexible on-call coverage.
  • Each alert deep-links straight to the job card and the decline record, shaving precious clicks off the reschedule process.

Response Archive & Analytics

All decline submissions live under Booking › Activity › Job Requests. Here, admins can:

What you can do Why it matters
Filter by date range, reason code, or technician Spot recurring issues (e.g., “Unsafe site” spikes on night shifts).
Export CSV or schedule weekly digest Share trends with ops & training managers.
View heat-maps & pie-charts of top refusal causes Data-driven tweaks improve acceptance rates up to 25 %.

Fieldworker Decline Flow

  1. Request Arrives – Tech sees Accept / Decline buttons in the app.
  2. Tap Decline – Custom form appears with mandatory, admin-defined questions (dropdown, multi-select, or text).
  3. Submit – App confirms receipt; the job disappears from the tech’s calendar, freeing the slot.
  4. Voice & Value – Structured feedback (e.g., “No confined-space certification” or “Parking impossible—CBD”) shows techs their concerns drive change, boosting retention.

Example: Jane, a commercial cleaner, rejects a large office job citing “Lack of heavy-duty equipment.” The dispatch team is alerted, reassigns the job to an industrial crew, and logs an upsell note to add equipment-hire fees for similar futures.

Benefits Recap

  • Faster Reassignment – Real-time alerts cut manual chasing and reduce downtime.
  • Actionable Insights – Decline codes feed dashboards that highlight training gaps, territory issues, or unsafe conditions.
  • Higher Acceptance Rates – Companies that systematically track refusal reasons report up to a 25 % lift in JAR within one quarter.

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