Survey delivery settings: version 23.3.02 and later
Examples of setting survey frequency
Hannah is a catalog administrator of BMC Helix Digital Workplace at Apex Global. She wants to configure the settings of the survey frequency at the global level for all the surveys. She sets the Days since the last survey option to 15 days. Now, all end users will receive the surveys based on a time interval of 15 days.
See the image showing the settings on the interface.
Britney, an employee of Apex Global, sends a request to install a later version of Snagit on April 3. Her request gets resolved, and she receives a satisfaction survey about her request on April 4.
On April 7, Britney submits a request for a printer issue. The request is resolved on April 8. The gap between the two request resolutions is 4 days, which is less than 15 days. Because Hannah had set the time interval between two surveys as 15 days, Britney does not receive a survey after the printer issue request resolution.
Hannah wants to monitor the feedback for the service requests related to new laptops more closely than the global settings allow.
She designs a custom survey named Laptop Request Feedback and adds a corresponding service, New Laptop Purchase. Hannah configures the frequency adjustment settings at the survey level by setting Days since the last survey option to 7 days.
See the image showing the custom survey frequency settings on the interface.
Britney received a survey for her last completed Snagit request on April 4. Britney now submits a New Laptop Purchase request on April 5, which gets resolved on April 12.
The gap between the two request resolutions is 8 days. Because Hannah set up a survey delivery time interval of 7 days for this custom survey, Britney receives a survey named Laptop Request Feedback on April 12, the day the laptop request is resolved.
This custom survey frequency configuration overrides the survey delivery rule set at the global level because New Laptop Purchase is mapped to the Laptop Request Feedback.
Hannah selects Only apply logic to requests made against the same service check box. This setting applies only to the Days since last survey option and not to the Percentage of requests option.
This setting applies to users who have previously requested a laptop and had their request resolved. If users submit the request again and get the same service resolved again, the defined frequency rules will be applied to these requests.
See the image showing the survey frequency settings for requests against the same service.
- The Laptop charger request service is also mapped to the custom survey named Laptop Request Feedback, which is associated with the New Laptop Purchase service. If Britney requests a charger for the first time, she will receive a custom survey on completion, regardless of the days since the last survey.
For example, Britney requests a new laptop on April 5. She receives a survey named Laptop Request Feedback on April 12, the day the laptop request is resolved.
Britney requests a laptop charger on April 14, and her request is resolved on April 16. She receives a custom survey for this newly requested service even though the days elapsed since the last survey are fewer than 7 days. The Days since the last survey option, which is set to 7, does not apply because this service is different from the service for which she received the last survey on April 12.
- If Britney sends a request for a laptop in the future, she will receive the survey after an interval of 7 days, according to the custom survey setting.
For example, she wants one more laptop for a marketing event. Britney sends a laptop request on April 15, and her request is resolved on April 17. She does not receive a custom survey because fewer than 7 days have elapsed since the last survey was sent on April 12 for the same service.
Frequency adjustment configurations
You can get granular control over survey frequency by using frequency adjustment configurations. Select your settings from the following options:
- Percentage of requests—This setting specifies the percentage of the possibility that the user would receive surveys for completed requests for the catalog services.
- Days since last survey—This setting specifies the time interval between surveys during which no survey will be sent to end users.
How survey frequency settings work
You can set the survey frequency with the following types of settings:
- Global level frequency setting— Default frequency configuration for all surveys.
- Survey level frequency setting—Survey-based frequency configuration for a specific custom survey designed for specific services.
The following table lists various scenarios to help understand the behavior of the survey frequency configurations:
Scenarios | Global level frequency setting | Survey level frequency setting for a custom survey | Effect of the survey frequency configurations |
|---|---|---|---|
All settings are off | ❌️ | ❌️ | The user receives surveys for all completed requests. |
Only global settings are enabled | ✅️ (Days until next survey: 7) | ❌️ | The user receives the first survey and then does not receive any surveys for completed requests for 7 days. |
✅️ (Percentage of requests: 50%) | ❌️ | Each survey has a 50% possibility of being sent to the end user after the request is completed. The possibility is calculated after every completed request independently for each survey. | |
Only custom survey settings are enabled | ❌️ | ✅️ (Days until next survey: 7) | The user receives the first survey and then has a gap of 7 days before receiving custom surveys for any completed requests of mapped services to this same custom survey. Services that are not mapped to this custom survey will trigger default surveys for every completed request. |
❌️ | ✅️ (Percentage of requests: 50%) | Each custom survey has a 50% possibility of being sent to the end user after the request is completed. The possibility is calculated after every completed request independently for each survey. Services that are not mapped to this custom survey will trigger default surveys for every completed request. | |
Both global and custom survey settings are enabled | ✅️ (Days until next survey: 2) | ✅️ (Days until next survey: 7) | The user receives the first custom survey and then has a gap of 7 days before receiving custom surveys for any completed requests of mapped services to this survey. Services that are not mapped to this custom survey will trigger default surveys for the completed requests after an interval of 2 days. |
✅️ (Percentage of requests: 80%) | ✅️ (Percentage of requests: 50%) | Each custom survey has a 50% possibility of being sent to the end user after the request is completed. The possibility is calculated after every completed request independently for each survey. Services that are not mapped to this custom survey will trigger default surveys, with a probability of 80% of those surveys being sent for the completed requests. | |
✅️ (Percentage of requests: 50%) | ✅️ (Days until next survey: 7) | The user receives the first custom survey and then has a gap of 7 days before receiving custom surveys for any completed requests of mapped services to this survey. Services that are not mapped to this custom survey will trigger default surveys with a probability of 50% of those surveys being sent for the completed requests. | |
✅️ (Days until next survey: 2) | ✅️ (Percentage of requests: 50%) | Each custom survey has a 50% possibility of being sent to the end user after the request is completed. The possibility is calculated after every completed request independently for each survey. Services that are not mapped to this custom survey will trigger default surveys for the completed requests with an interval of 2 days. |
Excluded services
By default, when you enable surveys for enhanced services, surveys are sent to end users for every catalog service request that is completed. However, you can disable surveys for some of the enhanced services by adding those services to the exclusion list. Surveys won't be sent when those service requests are completed.
Refer to the following table for setting survey delivery frequency:
Action | Reference |
|---|---|
To set the global frequency configuration for all surveys | |
To set a survey frequency for a specific custom survey designed for specific services |