The Surveys feature allows districts to quickly capture feedback on a technician’s performance as rated by the district’s users. Whenever a ticket is flagged for a survey, the survey recipient will receive an email notification requesting their feedback. Additionally, a new widget will appear on their Incident IQ desktop, notifying them of an open survey request. Any ticket with a completed survey attached to it will also display the survey results in the ticket itself through the Survey Widget near the bottom right of the ticket page.
Please Note: the following permission “Manager User Satisfaction Surveys” control the follow options for creating, editing and viewing responses for surveys. Admins have this permission enabled automatically.
Permissions
A permission option controls who can create, edit, and delete surveys.
Also, this controls if agents can see the survey feedback on a specific ticket.
Below is an image of a user who has this permission option enabled. Here, you are able to see the survey result when viewing a ticket.
Creating Surveys
Administrators and agents with the correct permission(s) can access surveys by selecting Administration > Surveys on the left navigation bar.
From the main Surveys page, click the Create New Survey button near the top right corner of the screen.
This will take you to a new survey details page, where you will enter the following:
Survey Name: This is a required field and will be visible to everyone who issued this survey on their dashboard widget.
Intro: This field appears in the survey and can be used to communicate specific information to the user (instruction, a reason for the survey, etc.)
Active: This allows you to activate and deactivate your survey.
Auto-expire survey (days): This option allows you to set the time a user should have to respond to this survey.
Send reminder after (days): Using this option, you can set a second email reminder to be sent out after a certain number of days to users who have not responded to the survey.
By default, all surveys will ask the user to rate their service on the ticket in question. This question is locked and cannot be removed. However, you can add additional questions you may want to gather information on by clicking the Add Question button. A new question line will appear where you can:
Enter a question and set it as requiring a response from the user
Choose between rating or text fields using the Select a Question Type drop-down menu
Save or Delete the question
Lastly, you will need to specify what types of tickets you would like to gather feedback on. This is accomplished by clicking the Add Rule button.
You can skip this step and add a rule later; however, this survey will not appear for users until a rule is set.
Now you need to specify which resolved tickets you want this survey to appear on by clicking Add Filter, then select which filter you want to apply this survey to.
You will also need to determine if you want this survey to appear for the user that submitted the ticket or the user the ticket was submitted on behalf of (if applicable.) No matter the setting, Agents will never receive a survey for a ticket assigned to them. Once complete, click Apply. The completed survey rule will now appear in the rules section, and you can add more rules to apply this survey to any ticket.
Editing, Deleting, and Disabling Surveys
You can use the Options button on the right side of any survey to quickly edit, delete, or activate/deactivate the survey.
When deleting a survey, please know that you cannot undo the change. If a survey was deleted in error, you must contact Incident IQ support for further assistance.
Accessing Survey Statistics
From the survey details page of any survey, select the Results tab near the top of the page to access response statistics.
In the top portion of this screen, you can view the results of the rating type questions in your survey. Each of them will display the average mark in the left column, while the right column will display a breakdown of the total rating responses.
Further down the page, you can access the tickets tied to this survey. Here, you can view each user’s response, including any text responses they might have included. Additionally, you can apply filters to your search as necessary.
Exporting Survey Results
You can export survey response data by creating a New Custom View and exporting the data.
From the Tickets tab, select New View. Then, in the View Designer pop-up window, select Add Filter.
Select Workflow filters from the filters list. Then, choose Ticket State.
Select Closed and Save Selection.
Next, we want to add another filter for the survey you would like your data exported from. Select Add Filter from the View Designer window.
Select Survey filters from the filters list. Then, choose Survey.
Next, select the survey you would like your data exported from and choose Save Selection.
Edit the columns to include the survey response data. There are two Survey Results columns you can add:
Overall Survey Results - displays the overall star rating
Detailed Survey Results - provides additional survey comments and qualitative information.
You can also add any necessary additional columns of information that you may need. Choose Save when you are finished.
Once your New View is created, you can select the More option in the top right-hand corner to export or save this view for future exports.
When you export tickets to a CSV file, survey comments will be listed in the ‘Survey Results’ column, while the Overall Survey results will be found in the ‘Survey Overall’ column.
Requestors Accessing Surveys
After a ticket has been resolved, there are multiple ways a requestor can access the survey.
Dashboard
Ticket Details Page
Email Notification
Dashboard
On the requestors dashboard, there will be a new section, Ticket Satisfaction Survey. From here, they can access and complete the survey. Please note that they will only see this section if they have an open survey. Otherwise, it will not appear on your dashboard.
Ticket Details Page
From the ticket details page, requestors are able to access the survey by selecting Tell Us How We Did.
Email Notification
An email will be sent to the user to take the survey. When they click on the survey button within the email, it will take them into iiQ to complete the survey.
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Deborah Prosser - Community Manager