Getting started with system surveys
Thursday, December 29, 2016 8:31 AM

In FocalScope you can select one of multiple preloaded surveys (and alerts) ready for for dispatch to customers, as their tickets get closed. This article details how to get started with the system surveys.

Tutorial

Choosing a system survey for automatic dispatch

There are three system surveys ready for you to use, namely, Sales Survey, Performance Survey, and Support Survey. You can preview each of these forms as follows:


  1. In the [Main menu], select [Screen > Administration] 
  2. Click the [Advanced properties] tab
  3. Navigate to the [Survey system > Forms] folder
  4. In the right-hand pane, double-click one of the system survey forms to see a preview
  5. Please note: If you wish to modify a system survey form, right-click the particular form and select [Copy]. Proceed to modify and deploy the new survey form as per the instructions in this article
  6. Continued in next section...



Figure 1 - Preview of a system survey form

Adding admin / supervisor email address(es) to the alert templates

The survey engine will dispatch alert notifications to admins / supervisors if a 'low score' has been entered by the customer. This is to ensure rapid follow up with the customer regarding any perceived negative experience they may have had relating to a recently closed ticket of theirs.

Add admin / supervisor email address(es) to alert templates as follows:

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Advanced properties] tab
  3. Navigate to the [Survey system > Survey templates] folder
  4. In the right-hand pane, double-click the ALERT template corresponding to the system survey you wish to deploy
  5. Add the admin / supervisor email address(es) to the [To] field
  6. [Save] the changes
  7. Continued in next section...

Figure 2 - Alerting admins / supervisors about low survey scores

Deploying a system survey

Please note: It is recommended that you not modify any of the configuration settings for the default system survey groups beyond the parameters explicitly specified. Should you wish to create highly customized surveys, please do so as per the instructions in this article.

Proceed with deploying a system survey as follows:

  1. In the [Main menu], select [Screen > Administration]
  2. Click the [Advanced properties] tab
  3. Navigate to the [Survey system] folder
  4. In the right-hand pane, double-click the system survey group corresponding to the system survey you wish to deploy
  5. In the [Survey Group] window, click the [Alerts] tab
  6. Each question in the survey has an alert condition assigned to it that will trigger based on the score submitted by the customer. You can alter the sensitivity as follows:
    1. Double-click the survey question (indicated by q1 for question 1, q2 for question 2, ...) whose alert you wish to modify, then set the
      1. Condition -  triggers when the score set by the customer meets the setting. Options: LesserEqual, or Greater
      2. Value - the numeric value of the score entered by the customer that will trigger according to the set condition. This number is 1 (negative) to 10 (positive)
      3. [Save] the changes to the alert
    2. Modify other alerts as necessary
  7. Continued in next section...


Figure 3 - Changing the alert sensitivity for system survey questions

  1. Click the [Deploy] tab
  2. Click the [Start configuration wizard] button and follow the instructions to deploy the system survey to your system. Attention: (During the wizard) Be sure to specify the Standard Response corresponding to the system survey which you are deploying, because that is the response the system will send to the customer, and it contains the link to the system survey
  3. After the wizard has completed, [Save] the system survey group configuration. Whenever a ticket is closed in the ticketbox(es) where the system survey has been deployed, a Standard Response containing a link to the survey will be sent to the customer.
  4. Please note: If you wish to add a link to the survey to your website, expand the [Generate link to deploy to a web site] section
    1. Set the [Link options]:
      1. Reference group by ID / name - changes the URL to display either the ID or name for the survey group
      2. Append %TICKET NO% placeholder - ticking this flag will automatically include the ticket number of any tickets that triggered the dispatch of the survey
    2. The [Link code] for the survey can now be copied and tested in a browser or added to a Standard Response that will link a customer to the survey

Figure 4 - Deploying a system survey

Additional Information