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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 Help Desk can be created for specific Users or User Role groups, Customers who have logged requests and anyone who accesses the Help Desk.

• Users can only access the Knowledge>Surveys option to create surveys, if the Survey Manager field has been ticked within the User>Users>User Information screen.

Refer to Surveying Customer Sentiment for indepth information about surveys and customer satisfaction.
 

Creating a Survey

To create a new Survey:

1. Select Knowledge > Surveys

2. Click New
   
   

3. Enter a Survey Title

4. Enter a Survey Description

5. Select an Audience:

   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.   Only one survey for the Serviced Customer audience can be published at a time.   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.
   Allow Anonymous	Allows Customers to complete the Survey without their identity being recorded.
   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.
   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.
   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.

6. Click Save to add questions to the Survey

7. Click to create a new Survey question
   
   
   

8. Enter the Question text
   
   

9. Select the Required option if an answer is mandatory

10. 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.

11. 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

12. Click Save

13. Click to enter additional questions
    (Refer to Steps 8 to 11 above)

14. To re-order the questions, check the box next to the relevant question and use or  to move it in the appropriate direction

15. 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:

1. Select Knowledge > Surveys

2. Select the hyperlink of an unpublished Survey

3. Click Edit

4. Select
   
   

5. 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.

6. 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:

1. Select Knowledge > Surveys

2. Select the hyperlink of a survey

3. Click the Duplicate button
   The duplicate Survey is displayed.

4. Update the duplicate Survey, as required

5. 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:

1. Select Home > Feedback

2. Select the Fill Survey hyperlink

3. Complete the Survey

4. Click Done.

To complete a Survey within the Home Page of the Customer Portal:

1. Select the Survey option within the Menu sidebar

2. Select the Take Survey hyperlink

3. Complete the Survey

4. Click Done.

To complete a Survey as a Public User:

1. At the login page select Public Access Surveys

2. Select the Fill Survey hyperlink

3. Complete the Survey

4. 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:

1. Select Knowledge > Survey

2. Select a completed Survey's hyperlink

3. Select the Users tab
   A list of Survey participants is displayed.

4. Select View to display the full response for each User
   
   

To view a summary of results:

1. Select Knowledge > Survey

2. Select a completed survey's hyperlink

3. Select the Summary tab
   Each Survey question will be summarized and charted.
   
   

4. 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.