This documentation supports the 3.3 version of BMC Digital Workplace. To view the latest version, select the version from the Product version menu.

Satisfaction surveys

Satisfaction surveys in BMC Digital Workplace provide a simple and intuitive way for the end-users to provide feedback for completed service requests from BMC Service Request Management and HR requests from BMC HR Case Management. Surveys give the IT and HR managers an indication of customer satisfaction levels and how their respective department 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 in the user's news feed. The user has selected the Excellent rating:

Satisfaction surveys for service requests

The following graphic summarizes how surveys for service requests work:

Step 1: A BMC Service Request Management administrator creates surveys for service requests

A BMC Service Request Management administrator creates surveys for service requests in BMC Service Request Management. For information about administrator permissions see  Roles and permission groups in BMC Service Request Management from the BMC Service Request Management online documentation.

Before you get the surveys created in BMC Service Request Management, such that the surveys are available in BMC Digital Workplace, read 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 when 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. Survey notification message, other system messages, and smiley face tool tips in BMC Digital Workplace cannot be customized.

Step 2: A BMC Digital Workplace administrator maps service request 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 service requests. As a BMC Digital Workplace administrator, 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. For the mapping process, see Mapping satisfaction surveys to service requests in BMC Digital Workplace.

If survey notifications from both BMC Digital Workplace and BMC Service Request Management are enabled, end-users receive duplicate survey notifications. While end-users can choose to disable satisfaction survey notification from their profile settings in BMC Digital Workplace, the duplicate notifications from BMC Service Request Management must me disabled from the backend. For more information, see Disabling duplicate notifications for satisfaction surveys.

Step 3: A business user takes the survey in BMC Digital Workplace for a completed service request

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, news feed, under the bell notification, and as 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.

Step 4: A Service Catalog Manager, a business analyst, or an IT manager reviews the service request survey results

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

For more information, see  Viewing survey results in the BMC Service Request Management online documentation portal.

Satisfaction surveys for HR requests

The following graphic summarizes how surveys for HR requests work:

Step 1: A BMC HR Case Management administrator creates a survey for HR requests

A BMC HR Case Management administrator  creates a global survey for HR requests in BMC HR Case Management. For information about administrator permissions see Roles and permissions in the BMC HR Case Management online documentation portal.

Before you get the surveys created in BMC Service Request Management such 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 as follows:
    • One drop-down question with five selection values and a five-point rating from 1 to 5
    • One optional free text question
    Only 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 1-5 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. Survey notification message, other system messages, and smiley face tool tips in BMC Digital Workplace cannot be customized.

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

Step 2: A business user takes the survey in BMC Digital Workplace for a completed HR request

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, news feed, under the bell notification, and as 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.

Step 3: A business analyst or a HR manager reviews the HR request survey results

The results of HR request surveys are available in System Settings console in the BMC HR Case Management. Any user with BMC HR Case Management permissions to access the System Settings console can view the survey results.

For more information, see  Reviewing surveys in the BMC HR Case Management online documentation portal.

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Comments

  1. Veeral Oza
    I have created a Survey with a single question for Calbro Services. It is still not available for selection in Digital Workplace Admin -> Service Requests -> Configure Surveys -> Select configuration
    Select a survey from the available list in the dropdown.

    Please help me resolve this.
    Jun 07, 2017 05:59
    1. Olga Kutetska
      Hello!

      Please, provide detailed steps, so that I will be able to troubleshoot your problem.

      Please, check the following topic: https://docs.bmc.com/docs/display/srm91/Configuring+survey+questions and the following video: https://www.youtube.com/watch?v=WY0GZBhslaA
      Jun 07, 2017 08:04
  2. Michael Gould
    How do you rebrand the Survey email notification?

    We have re-branded the Company Logo and Product Name for the UC client following these instructions, https://docs.bmc.com/docs/digitalworkplaceadvanced/33/rebranding-the-universal-client-724776111.html.

    How do we update the survey email's Logo/Product Name to match?
    Jun 13, 2017 10:23
  3. Michael Gould
    May I request a status update on the steps required to rebrand the Survey email notification?
    Jul 05, 2017 03:07
    1. Tony Chung

      Hi Michael. I already responded that the Survey email notification templates cannot be customized, and that you should submit an idea for review. Thank you.

      Jul 05, 2017 03:10