Setting up satisfaction surveys for HR and IT requests
Satisfaction surveys in BMC Digital Workplace provide a simple and intuitive way for end users to provide feedback for the following completed requests:
- IT 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.
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:
| Task | Action | Who | Console or component | Reference |
|---|---|---|---|---|
| 1 | Create surveys for SRDs. | BMC Service Request Management administrator | BMC 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:
|
| 2 | Enable surveys in BMC Helix Digital Workplace | BMC Digital Workplace administrator | BMC Digital Workplace Admin console | See Enabling surveys in BMC Digital Workplace. |
| 3 | 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. |
| 4 | 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:
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. |
| 5 | Review 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:
| Task | Action | Who | Console or component | Reference |
|---|---|---|---|---|
| 1 | Create a survey for HR requests. | BMC HR Case Management administrator | BMC HR Case Management | See
Configuring surveys
For information about administrator permissions, see
Roles and permissions
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:
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 | Enable surveys in BMC Helix Digital Workplace | BMC Digital Workplace administrator | BMC Digital Workplace Admin console | See Enabling surveys in BMC Digital Workplace. |
| 3 | 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:
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. |
| 4 | Review the HR request survey results. | Business analyst or HR manager | System 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. |
Where to go from here
To enable and configure satisfaction surveys for enhanced catalog services, see Setting up satisfaction surveys for enhanced services.
Comments
Log in or register to comment.