Satisfaction surveys
When a case is resolved for the first time, the requester gets a short email from the brand asking how it went.
You decide what that survey asks, and which units send which survey, under Settings → Satisfaction surveys.
Needs Survey settings (survey.settings); those who may see reports see the answers under
Reports → Satisfaction.
What requesters see
Case resolved for the first time → Survey email → Survey page → Send
Case resolved for the first time → No survey: the case was merged into another, or its unit's survey is Off
- The email. The survey's headline question ("How did we do?") with three buttons: Great, Okay and Not good. It is sent once per case, even if the case is reopened and resolved again, and not for a case that was merged into another.
- The survey page. A button opens a page in the brand's colours and logo that records the answer straight away, so one click is enough. They can change their answer there, or later from the same link.
- More questions. If the survey has them, they appear below the faces, followed by the comment box if the survey has one, and a Send button. Questions marked Required must be answered before sending; the others can be skipped.
Everything is in the requester's language (English, Norwegian, Swedish or Danish) where the survey has a text for it, and in English otherwise. The page is always light, like the requesters' other pages.
Creating a survey
- With several organizations, pick the organization at the top first: a survey belongs to one organization.
- Choose New survey and fill in the fields below.
- Create survey saves it.
- Choose where it is used.
| Field | What |
|---|---|
| Name | For you and your team, such as "Customer satisfaction" or "Onboarding feedback". Requesters don't see it. |
| Headline question | The question the three faces answer. See below. |
| More questions | Up to ten, in the order you put them. |
| Comment | Whether the survey ends with a free-text box, and its label. |
[!IMPORTANT] A new survey isn't sent anywhere until you choose where it is used.
The headline question
Every survey starts with the three-face question: Great, Okay, Not good. That is what the email's buttons answer and what the satisfaction rate counts (the share of Great), so rates compare across surveys and over time, whichever survey a unit sends. You choose its wording, such as "How did we do?" or "How was getting started with us?".
More questions
Add question and pick a type:
| Type | The requester | In the report |
|---|---|---|
| Scale of 1 to 5 | Picks 1 (poor) to 5 (excellent). | The average and how many picked each number. |
| Choice | Picks one of two to ten options. | How many picked each option. |
| Text | Writes a few sentences (up to 2,000 characters). | How many answered; the answers are in the responses list. |
Click a question to edit its text, type and options, and switch on Required. The arrows move it up or down and the bin removes it.
Languages
With more than English on (Language), each text has a tab per language; a dot marks the languages filled in. English is required. A language left empty shows the English text, so you can start in English and translate later. Choice options are translated the same way, with the tabs above the options.
The comment
End with a free-text comment adds a box after the questions, with the label you give it ("Anything you'd like to add?"). Switch it off for a survey without one; the questions alone are then sent with Send.
Where a survey is used
Where it's used lists the organization's units as a tree. For each unit, choose:
| Choice | The unit sends |
|---|---|
| As above (…) | What the unit above it sends, named in brackets. This is the default for units. |
| A survey | This survey, and so do the units below it that follow it. |
| Off | No survey, and neither do the units below it that follow it. |
The organization itself picks a survey or Off. The setting saves as soon as you change it. A unit with a survey of its own keeps it when the unit above it changes, also when that is switched off.
[!NOTE] The survey used is the one in force when the case is first resolved. The case keeps it: the answers belong to the questions that were asked, even if the unit later sends another survey or the case moves.
Changing a survey
Edit a survey from the list. Save changes (at the bottom) applies the change to surveys sent from then on, and to the survey page of cases that have one already.
[!IMPORTANT] Once a question has answers, its type can't change, so earlier answers still read correctly; add a new question instead.
Renaming a choice option starts counting it afresh: reports count answers by the option's English text, and answers to an option that was renamed or removed show as Earlier options.
Archiving
Archive (in the list's ⋯ menu, or on the survey) stops a survey from being sent.
- Units that sent it go back to what the unit above them sends, or none; the list shows "Its survey was archived" next to them.
- Archived surveys can't be picked for a unit.
- Their answers stay, and reports still show them for periods with answers.
Restore makes a survey available again; pick it for the units that should send it.
[!NOTE] Surveys aren't deleted, so their answers always have their questions.
Existing installations
Before named surveys, there was one survey with an on/off switch per organization (the settings button on Reports). Upgrading keeps what was sent: every organization gets one survey, Customer satisfaction, with the same question and comment box in all four languages, and uses it. An organization that had the survey switched off gets the survey too, set to Off, so switching it on is one choice. Answers and surveys already sent belong to that survey, so reports continue without a break.
Every change here is in the audit log: surveys created, changed, archived and restored, and a unit's survey changed.