How to create and maintain customer satisfaction survey

You can collect feedback on resolution of tickets and service requests. For this purpose, the Self Service Portal provides the Customer Satisfaction Survey feature.

The default workflow pack includes everything necessary to help you create and maintain a customer satisfaction survey as described below. You can use this approach out of box or customize it as needed.

  1. Once an Incident or a Service Request is resolved, the requester is invited to participate in the survey.

    Incidents and Service Requests have the Rating Enabled logical field. When this field is set to TRUE, the Self Service Portal offers the requester to rate their satisfaction level from 0.5 to 5 stars and add a free-form comment.

    The default workflow pack includes the "Resolve Incident" workflow Step Action. When a technician resolves an Incident, the workflow engine sets the Rating Enabled field to TRUE and, after a while, triggers a special e-mail notification. This notification invites the Incident requester to rate their experience with the support.

    Result: Customers receive an email containing a link to the resolved ticket along with an invitation to rate their experience.

  2. Customers provide their feedback.

    The requester clicks the Rate it button at the top of the Incident’s or Service Request’s page and then rates the quality of received service, optionally add a comment, and click Submit my rating to submit the feedback. The rating and comment appear at the top of the Details section.

    The Rate it button for the requester:

    The requester is providing feedback:

    Result: The numeric rating and a comment are stored in the database, in the Rating and Comment fields, respectively. In the Web App and Desktop App, the rating and comment are displayed on the Feedback sub-tab of the Incident or Service Request details dialog box.

  3. Monitor Incident or Service Request rating in your IT department.

    Alloy Navigator’s dashboards provide special chart widgets to visualize customer satisfaction levels.In addition, you can generate customer satisfaction reports or trigger e-mail notifications when a poor satisfaction rating is received.

    Customer ratings for Incidents:

  4. Result: You can monitor customer satisfaction levels, as well as capture and analyze their feedback to help you improve your services.

    Related Information