This documentation supports the 19.05 version of BMC Digital Workplace Advanced.

To view an earlier 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 as well as completed service requests from BMC Service Request Management and 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 on 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 surveys 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


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 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 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 such that the surveys 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 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. You cannot customize 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 from both BMC 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, 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.

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 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 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. 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 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, 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.

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.

Was this page helpful? Yes No Submitting... Thank you

Comments