Customer Satisfaction Survey Overview

How it works

• Once an incident is resolved, an E-mail is generated for one of more of the associated items.
• The SupportDesk E-mail Service then sends the E-mail which contains a link to the online satisfaction survey for completion.
• Once completed, the survey results are stored ready for analysis.

Configuration

The first step to enabling Satisfaction Surveys is to create the questions you want to ask. Questions can be defined along with an optional comments section which allows clients to enter free-text. Each question is presented to the user with a 1 - 5 scoring system, with 1 being the lowest rating and 5 being the highest. Clients must select the value which is most relevant to each question, however; an N/A option is also provided if the client does not wish to comment. It is also important to note that the scoring system can be reversed if required so that 5 represents the lowest and 1 represents the highest.

The satisfaction survey can be defined from the Setup Console as shown below:

Define the number of questions required by selecting the appropriate checkbox and entering the question text in the text box provided.

The settings tab is where non-question related settings are configured:

Sending a Satisfaction Survey

For the purposes of testing it is recommended that a new inventory item is created and that your own E-mail address is used as its Email ID.

1. Add a new incident against the item.
   
   
2. Resolve the incident by entering some text into the Resolution field and saving the record via the Incident Details screen.
   
   
3. Click on the Send Survey button from the toolbar and confirm when asked to do so.
   
   
4. The following message will appear:
   
   
   
   
5. Switch to your mail client and an E-mail containing the link to the satisfaction survey should arrive shortly:
   
   
   
   
6. Click on the HTTP link and the following a web page containing the survey will appear:
   
   
   
   
7. Complete the survey and press the Submit Results button. You will then receive confirmation of your submission:
   
   
   
   
8. The results will then be saved to the SupportDesk database, ready for viewing.
   
   
9. Satisfaction survey’s can also be sent from the Incidents – Send Satisfaction Surveys. This option allows you to send the initial satisfaction survey emails en-masse instead of on an individual basis:
   
   

Viewing Satisfaction Surveys

Survey results can be viewed from within the Incident details screen. Simply right-click on the required associated item and select the ‘View Satisfaction Survey Results’ option from the pop-up menu. Your web-browser will then load the survey results for viewing.

Survey results can also be analysed from within the SupportDesk Management Console which will provide you with a summary of the results already submitted to the service desk.

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