Surveys
The Service Desk can obtain feedback regarding
the quality of support provided to Customers and any other issues by distributing
Surveys to Service Desk staff and Customers. Surveys within the system
can be created for specific Users or User Role groups, Customers who have
logged requests and anyone who accesses the Service Desk.
Refer to Surveying
Customer Sentiment for additional information about surveys and customer
satisfaction.
Creating a Survey
To create a new Survey:
Select
Knowledge > Surveys
Click
New
Enter
a Survey Title
Enter
a Survey Description
Select
an Audience:
Survey Details |
|
Audience Type |
Description |
Serviced
Customer
Send on Resolution
Send Once Only |
A Survey is issued
to Customers who have had a request resolved by service desk
staff. This Survey type is available to Customers within the
Customer Portal.
If Serviced Customer is selected
as the audience, an option called Send on Resolution becomes
visible. When this option is enabled and a request is resolved,
an email is automatically dispatched to the Customer asking
them to complete a Survey.
If the Send on Resolution option
is left disabled, the email must be sent manually. To send
the email, select a closed request and click 
within the Summary Information screen. An email is sent
to the Customer with a Survey.
Select this option if you want Customers
to receive the Serviced Customer Survey once and not on multiple
occasions. |
Serviced Customers
(1 in 5) |
Sends the survey
to one in five Customers who log a request with the service
desk. |
Everyone |
A Survey that is
published for all Users groups, including the Public Portal,
Technicians and Customers.
When this option is set and the Allow Anonymous option
is set to No, the survey will not be available on the Public
Survey Portal. |
Specific Customer
Email Notification |
A Survey generated
for a specific Customer/s.
If a specific Customer is selected:
Click
the add button to invite Customers to the Survey Search
and select Customers Select Save, to assign the Customer/s.
To notify the Customer via email,
select the Email Notification option. When the Survey is published,
an email is sent to the Customer/s. |
Roles
Raise Alert |
A Survey generated
for a specific User Role/s.
If Roles is selected, a list of
User Roles is displayed. Select the User Roles to receive
the Survey.
To generate an Alert when the survey
is published, select the Raise Alert option. |
Customers
By Org Unit
Selected
Org. Units |
A Survey generated
for Customers within one or more Organizational Units. When
selected and saved, the option to assign Organizational Units
is displayed.
Click the 
to search and assign Org Units. |
Customers
By Item Type
Select
Item Types |
A
Survey generated for Customers using one or more Item
Types. When selected and saved, the option to assign Item
Types is displayed. Click the
to search and assign one or more Item Types. |
Allow
Anonymous |
Allows Customers
to complete the Survey without their identity being recorded.
When this option is set to No and
the survey audience is set to Everyone, the survey will not
be available on the Public Survey Portal. |
Click
Save to add questions to the Survey
In
the Questions field click
to create a new Survey question
Enter
the Question text
Check
the Required option if an answer is mandatory
Tick
Shared, if this question is to be included in surveys created by duplicating
this survey in the future
If selected, these questions cannot be edited in the newly created
duplicated survey.
Select
an Answer Type:
Answer Type |
Description |
Agree
or Disagree |
Displays the options
to Agree or Disagree. |
Agree or Disagree
(1-5) |
Displays the options
to Agree or Disagree on a scale of 1 to 5. |
Scale
(1-x) |
Provides the option
to define the rating scale from 1 to 10. When selected, the
Scale field is displayed allowing the User to define the range. |
Text Response |
Provides a text
box for text based responses. |
True,
False or Undecided |
Displays the options
of True, False and Undecided. |
True
or False |
Displays the options
of True or False. |
Yes, No or Undecided |
Displays the options
of Yes, No and Undecided. |
Yes
or No |
Displays the options
of Yes or No. |
Yes/No - branch |
Allows a further
question to be asked based on a Yes or No answer given for
the current question.
When using this option, it may be necessary to return
to the question configured with this selection after
all the questions have been created for the survey, so the
Branch Question can be configured appropriately.
If End is selected, the User screen will automatically
close when the configured selection is made. |
Menu
Selection |
Provides a list
of possible responses.
To create a list of responses:
Click
New Enter
a response name Click
Save Repeat
to add multiple options. |
Click Save
Click
to enter additional questions
(Refer to Steps 8 to 11 above)
Re-order
the questions, if required
Check the box next to the relevant question and use 
or 
to move it in the appropriate direction.
When
all questions are entered in the correct order, select Save.
The Survey is now ready for publication.
Publishing a Survey
After a Survey has been created, it must
be published in order for it to be available to Customers and Users. Published
Surveys are accessible through the Feedback tab.
To publish a Survey:
Select
Knowledge > Surveys
Select
the hyperlink of an unpublished Survey
Click
Edit
Select
Enter
an End Date for the Survey
By default the end date is set to one month after the start date. To
modify the default end date, select a date within the calender icon.
The start date is set to the date the Survey is published.
Click
Save.
A direct hyperlink is also created and saved with the survey. This
can be sent to audience members for direct access to the survey.
When
a Survey is published it can no longer be edited.
To deactivate
a Survey, adjust the End Date or click the cancel link within the
Details tab of the Survey.
Duplicating a Survey
Surveys can be duplicated both before or
after publication.
To duplicate a Survey:
Select
Knowledge > Surveys
Select
the hyperlink of a Survey
Click
the Duplicate button
The duplicate Survey is displayed.
Update
the duplicate Survey, as required
Click
Save.
The Survey is saved and ready to publish.
Questions
cannot be edited if they are duplicated from a Published Survey.
Completing a Survey
When a Survey is published, it can be completed
by Users and Customers.
To complete a Survey as a Supervisor or
Technician User, the survey can be accessed within the Home>Feedback
screen:
Select Home >
Feedback
Select the Fill
Survey hyperlink
Complete the Survey
Click Done.
To complete a Survey within the Home Page
of the Customer Portal:
Select
Survey within the Menu side-bar
Select
the Take Survey hyperlink
Complete
the Survey
Click
Done.
To complete a Survey as a Public User:
At
the login page select Public Access Surveys
Select
the Fill Survey hyperlink
Complete
the Survey
Click
Done.
Viewing the results of a Survey
As a Survey is completed, the results are
collated on a per User basis and summarized into a chart.
To view the results per User:
Select
Knowledge > Survey
Select
the relevant completed Survey's hyperlink
Select
the Users tab
A list of Survey participants is displayed.
Select
View to display the full response for each User.
To view a summary of results:
Select
Knowledge > Survey
Select
the relevant completed Survey's hyperlink
Select
the Summary tab
Each Survey question will be summarized and charted.
For
text based questions, select Feedback from the drop-down list provided.
A list of text responses is displayed.
The completed Surveys sent to Serviced Customers
upon resolution of an Incident, are also accessible within the Analysis
tab of the Incident.
Refer to Surveying
Customer Sentiment for indepth information about surveys and customer
satisfaction.