Workspace Wizard Step 2b–Customer Survey

In this step, you enable customer surveys in the workspace(s) selected in the previous step. Surveys generated from the other workspace(s) are populated in this new survey workspace.

To change these settings later, select Administration | Workspace | Automated Workflow | Customer Surveys from the FootPrints toolbar in the originating workspace (not in the survey workspace).

1. Subject—Enter a subject line for the survey email. 
2. Custom Message—The text entered here will be in the body of the survey email. Certain keywords can be used that will automatically get replaced by their associated values once the email is sent. Click the “Click here” link to be presented with a list of those keywords.
3. Survey Rules—Select when to send customer surveys:
   • Send survey for each customer Issue that is closed.
   • For each customer Issue that is closed, there will be a 1 in X chance of the customer receiving a survey (if they haven't received a survey in the last Y months). You choose the values for X and Y.
     • For X: Choosing a value of 2 for X does not mean that every other issue closed sends a survey email; it means that each issue closed has a 1 in 2 (50%) chance of sending out a survey email.

     • For Y: Indicate how often customers are allowed to receive surveys. You may not want the same customer to receive more than one survey in a 1, 3, 6, or 12 month period.

       Success

       Tip

       You may want to send a survey for every issue that gets closed, but only if the person receiving the email has not received a survey in the past 1, 3, 6, or 12 months. Use the second option and set the value of Y to 1 so that each closed issue has a 1 in 1 chance of sending a survey email.

   • Send surveys to all linked customers when a Global Issue is resolved. This option can be selected regardless of when surveys are being sent.
   • Include JavaScript data validation on surveys and HTML Forms. This option can be turned off so that the JavaScript validation is not included.

When you have finished making changes desired to the Customer Survey setup, click Complete the Wizard. The workspace is created and your survey setup is finished.