This documentation supports the 19.08 version of BMC Digital Workplace Advanced.

To view the latest version, select the version from the Product Version menu.

Setting up satisfaction surveys

Satisfaction surveys in BMC Digital Workplace provide a simple and intuitive way for end users to provide feedback for:

  • Completed requests processed from BMC Digital Workplace Catalog
  • Completed service requests from BMC Service Request Management
  • HR requests from BMC HR Case Management

Surveys give IT, HR, and other managers an indication of customer satisfaction levels and how their respective departments are performing. Each satisfaction survey has five smiley faces for users to rate their experience and an optional text field for additional comments.

The following image shows a survey as viewed when an end user clicks the survey in-app notification. The user has selected the Excellent rating:

When an end user submits a survey, the confirmation message about the survey being recorded is displayed, and the survey notification disappears from the in-app notifications.

Related topics

Mapping satisfaction surveys to service requests in BMC Digital Workplace

Disabling duplicate notifications for satisfaction surveys

Setting up service requests through BMC Service Request Management

Support for service request definitions from BMC Service Request Management

Troubleshooting survey and notification issues

How satisfaction surveys work for requests processed from BMC Digital Workplace Catalog

For requests that are processed from BMC Digital Workplace Catalog, as a catalog administrator, you can enable automatic single-question surveys to be sent when requests are completed.  

If a user selects any of the Terrible to Good smiley faces, the label for the optional feedback field reads, "How can we improve?" If the user selects the Excellent smiley face, the label reads, "Excellent! Tell us what you liked." You cannot change the icons or the text of the survey.

The following graphic summarizes how surveys for these requests work:

NativeSurveyFlow

The following video gives an end-to-end scenario of how a satisfaction survey can be configured in the BMC Digital Workplace Catalog console, enabled in the BMC Digital Workplace Admin console, and then taken by an end user in BMC Digital Workplace:

https://www.youtube.com/watch?v=VU4KVE9tVA0?rel=0

TaskActionWhoConsole or componentReference
1

Configure surveys.

 Catalog administrator

BMC Digital Workplace Catalog console

See Generating surveys for services processed through BMC Digital Workplace Catalog.
2

Enable surveys.

BMC Digital Workplace administrator

BMC Digital Workplace Admin console

See Enabling surveys for services processed through BMC Digital Workplace Catalog.
3

Take the survey for a completed request.

End user

BMC Digital Workplace end user console

End users receive satisfaction surveys from BMC Digital Workplace for requests when the following conditions are met:

  • The service request status changed to Completed.
  • The satisfaction survey notifications are set in the user's profile settings in BMC Digital Workplace.
    The bell notification always notifies users when the service request is completed and tasks 1 and 2 above are completed. For Email and Push notifications, end users must select those preferences. For more information, see Configuring status updates and notifications.
4Review the request survey results.Catalog administrator

BMC Digital Workplace Catalog console

See Reports and analysis of the enhanced service catalog.

How satisfaction surveys work for service requests from BMC Service Request Management

The following graphic summarizes how surveys for service requests work if they originated from BMC Service Request Management:

SRDSurveyFlow


TaskActionWhoConsole or componentReference
1

Create surveys for SRDs.

BMC Service Request Management administratorBMC Service Request Management

See Setting up surveys and viewing results .

Before you get the surveys created in BMC Service Request Management so that the surveys are available in BMC Digital Workplace, review the following considerations:

  • Survey format—Surveys created in BMC Service Request Management for BMC Digital Workplace must have only a single question. Only such surveys are available in the BMC Digital Workplace Admin console for mapping to service requests.
  • Scoring—Surveys created in BMC Service Request Management have a ten-point scoring system. The same survey when taken from BMC Digital Workplace has five-point scoring. Each smiley face has points associated to it. The points associated to the smiley face that the user selects in BMC Digital Workplace are multiplied by two, and the results are saved in BMC Service Request Management.
  • Localization—For a localized service request, if a localized survey that matches the service request locale is available in BMC Service Request Management, then BMC Digital Workplace uses the localized survey; if not, then BMC Digital Workplace uses the survey with the default locale. The survey notification message and other system messages in BMC Digital Workplace are based on the user's browser locale.
  • Customization—The custom survey text from BMC Service Request Management is retained in BMC Digital Workplace. You cannot customize the Survey notification message, other system messages, and smiley face tool tips in BMC Digital Workplace.
2

Map service request surveys to service requests in BMC Digital Workplace.



BMC Digital Workplace administrator

BMC Digital Workplace Admin console

See Mapping satisfaction surveys to service requests in BMC Digital Workplace.

Single-question surveys created in BMC Service Request Management are available in the BMC Digital Workplace Admin console for mapping to SRDs.

You must enable the surveys feature first, and then you can map the available surveys to one service request at a time. You can map the same survey to multiple service requests. Once mapped, the surveys are synchronized with SRDs in BMC Service Request Management.

If survey notifications fromBMC Digital Workplace and BMC Service Request Management are enabled, end users receive duplicate survey notifications. While end users can disable satisfaction survey notifications by updating their profile settings in BMC Digital Workplace, the duplicate notifications from BMC Service Request Management must be disabled from the backend. For more information, see Disabling duplicate notifications for satisfaction surveys.

3

Take a survey for a completed service request.

End user

BMC Digital Workplace end user console

Business users receive satisfaction surveys from BMC Digital Workplace for service requests when all the following conditions are met:

  • Surveys that match the specified format are created in BMC Service Request Management and mapped to service requests in BMC Digital Workplace
  • The service request status changed to Completed
  • The user enabled satisfaction survey notifications in their profile settings in BMC Digital Workplace

According to their profile settings, end users receive the survey notification in an email, in a news feed, under the bell notification, and as a push notification in their mobile clients. If email notifications are not sent, a BMC Digital Workplace administrator can verify that email notifications are configured, as described in Configuring email notifications.

4Review the service request survey results.Service catalog manager, business analyst, or IT manager

See Viewing survey results .

The results of service request surveys are available in the AR System Report console. Any user with BMC Remedy AR System permissions to run the Survey Results Detail report can view the survey results.

How satisfaction surveys work for HR requests

The following graphic summarizes how surveys for HR requests work:

HRSurveyFlow


TaskActionWhoConsole or componentReference
1

Create a survey for HR requests.

BMC HR Case Management administratorBMC HR Case Management

See Configuring surveys .

For information about administrator permissions, see  Roles and permissions  in the BMC HR Case Management documentation.

Before you get the surveys created in BMC HR Case Management so that the surveys are available in BMC Digital Workplace, read the following considerations:

  • Survey format—The survey created in BMC HR Case Management for BMC Digital Workplace must have only two questions:

    • One drop-down question with five selection values and a five-point rating from 1 to 5

    • One optional free text question

    If the survey meets this criteria, it is automatically mapped to HR requests and is available for end users in BMC Digital Workplace.

  • Scoring—Surveys taken in BMC Digital Workplace have a five-point scoring system. The survey created in BMC HR Case Management must have a five-point rating from 1 to 5 to match the scoring in BMC Digital Workplace. The points of the user-selected rating in BMC Digital Workplace are stored in BMC HR Case Management.

  • Localization—Localized surveys cannot be created in BMC HR Case Management. So, the survey text of HR surveys in BMC Digital Workplace is not localized. The survey notification message and other system messages in BMC Digital Workplace are based on the user's browser locale.

  • Customization—The custom survey text from BMC HR Case Management is retained in BMC Digital Workplace. You cannot customize the survey notification message, other system messages, and smiley face tool tips in BMC Digital Workplace.

If survey notifications from BMC Digital Workplace and BMC HR Case Management are enabled, end users receive duplicate survey notifications. End users can choose to disable satisfaction survey notification from their profile settings in BMC Digital Workplace, but the duplicate notifications from BMC HR Case Management must be disabled from the backend. For more information, see Disabling duplicate notifications for satisfaction surveys.

2

Take the survey for a completed HR request.

End user

BMC Digital Workplace end user console

End users receive satisfaction surveys for HR requests in BMC Digital Workplace when all the following conditions are met:

  • A survey that matches the specified format is created in BMC HR Case Management

  • The HR request status changed to Completed

  • The user enabled satisfaction survey notifications in their profile settings in BMC Digital Workplace

According to their profile settings, end users receive the survey notification in an email, in a news feed, under the bell notification, and as a push notification in their mobile clients. If email notifications are not sent, a BMC Digital Workplace administrator can verify that email notifications are configured, as described in Configuring email notifications.

3

Review the HR request survey results.

Business analyst or HR managerSystem Settings console in the BMC HR Case Management

See Reviewing surveys .

Any user with BMC HR Case Management permissions to access the System Settings console can view the survey results.

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Comments

  1. Leonard Warren

    For SRM Services to be incorporated with DWP's Satisfaction Survey, do the following have to take place: 1. Do surveys have to be turned on within ITSM's Application Administration Console > Custom Configuration tab > Service Request Management > Preferences setting for SRM? It does not indicate one way or the other here. 2. Do the survey questions have to be mapped to the Services within SRM before exporting them out and importing them into DWP Catalog?

    Jan 13, 2020 02:11
    1. Olha Horbachuk

      Hi Leonard Warren,

      1) the path you have mentioned is a step for managing services in Service Request Management, and it implies configuring satisfaction surveys. For more information, see Setting up surveys and viewing results (particularly, the video);

      2) yes, but you can configure survey questions by using the Survey Designer in DWP Catalog as well.


      Jan 14, 2020 03:06
  2. Leonard Warren

    So with the response of "Logged-in BMC employees can view this internal comment by visiting the page." being sent to me, I take it that I won't find out the answers about my questions as a Remedy Consultant or neither would my customers. Hmmm. Guess I will have to continue to "assume" what happens and press on.

    Jan 14, 2020 06:24
    1. Olha Horbachuk

      Leonard Warren, can you see my comment now?

      Jan 14, 2020 06:38
      1. Leonard Warren

        Thanks Olha

        Yes, I can now see the response. I will respond to it soonest. Sorry for the post but the notifications that I get from documentation updates gets frustrating at times when one is trying to get an answer or help out with the documentation.

        Lenny

        Jan 14, 2020 06:41
  3. Leonard Warren

    Olha

    For response 1, this does not answer the original question. Do I still need to activate surveys for SRM to incorporate them into DWP Catalog for Satisfaction Surveys? Or can I leave them disabled and still use DWP Catalog surveys?

    For response 2, the documentation indicates that to use Satisfaction Surveys, you have to limit your questions in SRM to one - which tells me to generate the question in SRM Administration, not in DWP Catalog.

    Right now, my current customer is curious about using Satisfaction Surveys at this time. Thus the limitation (per documentation) is for a single question only. Not sure I can change the Satisfaction Survey's current question, per the documentation.

    Will see what the Survey Designer has to offer in DWP Catalog but right now primary focus is on Satisfaction Surveys.

    Thanks again for the quick response.

    Lenny

    Jan 14, 2020 06:45
    1. Olha Horbachuk

      Leonard WarrenSRM and Catalog surveys are independent. SRM surveys are created in ITSM and then mapped to SRDs in DWP A console. Catalog surveys are created in DWP C console. Reminder: you must enable the survey toggle key in DWP A console because it turns on both SRM and Catalog surveys.

      Feb 06, 2020 08:18
  4. Greg Ledgerwood

    Is it possible to make the optional commentary mandatory? Too often we're seeing poor ratings without justification from a user. We then find out the feedback was incorrectly left (possibly via misclick). If the additional information commentary field was mandatory, this would not happen.

    Apr 22, 2020 03:53
    1. Olha Horbachuk

      Hi Greg Ledgerwood, thanks for your comment.

      The commentary in satisfaction surveys is optional. However, your concern sounds good and is a great step for further improvement. We will forward your idea to the development team.

      Regards,

      Olha

      Apr 22, 2020 04:31