Setting up satisfaction surveys for HR and IT requests
Satisfaction surveys in BMC Helix Digital Workplace provide a simple and intuitive way for end users to provide feedback for completed IT requests from BMC Service Request 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-Helix-Digital-Workplace
Disabling-duplicate-notifications-for-satisfaction-surveys
Configuring-status-updates-and-notifications
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 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 | SeeSetting up surveys for SRDs. Before you get the surveys created in BMC Service Request Management so that the surveys are available in BMC Helix Digital Workplace, review the following considerations:
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2 | Enable surveys in BMC Helix Digital Workplace | BMC Helix Digital Workplace administrator | BMC Helix Digital Workplace Admin console | |
3 | Map service request surveys to service requests in BMC Helix Digital Workplace. | BMC Helix Digital Workplace administrator | BMC Helix Digital Workplace Admin console | See Mapping-satisfaction-surveys-to-service-requests-in-BMC-Helix-Digital-Workplace. Single-question surveys created in BMC Service Request Management are available in the BMC Helix 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 Helix 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 Helix 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 Helix Digital Workplace end user console | Business users receive satisfaction surveys from BMC Helix Digital Workplace for service requests when all the following conditions are met:
According to their profile settings, end users can 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 Helix Digital Workplace administrator can verify that email notifications are configured, as described in 05. |
5 | Review the service request survey results. | Service catalog manager, business analyst, or IT manager | SeeSetting up surveys for SRDs. The results of service request surveys are available in the AR System Report console. Any user with Action Request System permissions to run the Survey Results Detail report can view the survey results. |