Setting up satisfaction surveys for catalog services
As a catalog administrator, you can set up satisfaction surveys for catalog services. These surveys help you analyze whether end users are satisfied with the catalog services provided by you. The end user feedback is recorded in the Satisfaction Survey report, which you can view in the Catalog console.
If you configure surveys for catalog services, the surveys are automatically sent to service requesters when the services are completed.
Process overview of satisfaction surveys for requests processed from BMC Helix Digital Workplace Catalog
The following graphic summarizes the process of setting up and completing the survey requests:
Task | Action | Details | Console |
|---|---|---|---|
1 | Enable surveys in the Admin console. | See Enabling surveys. | Admin console |
2 | Enable surveys for the catalog services, and configure the default post-request survey in the Catalog console. | When you enable surveys for catalog services, the post-request survey is sent to end users for every catalog service request that gets completed. See Configuring the post-request survey for catalog services. | Catalog console |
(Optional) 3 | Design surveys in the Catalog console for specific services and perform one or more of the following steps:
|
| Catalog console |
4 | Learn to set the survey delivery rules to control how often end users receive surveys for their service requests. | ||
5 | Take the survey for a completed request in the end-user console. | End users receive satisfaction surveys for requests when the following conditions are met:
The bell notification is automatically sent to end users when the service request is completed and tasks 1 and 2 above are completed. To enable email and push notifications for surveys, end users must configure these settings in their preferences in the end-user console. For information about how to enable notifications, see Configuring status updates and notifications. | End-user console |
6 | Review the survey results in the Catalog console by using a Satisfaction survey report.
| Catalog console | |
| 7 | Assess customer satisfaction and loyalty by analyzing survey responses and ratings of your organization's overall customer survey cases. |
| BMC Helix Dashboards |
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.
Key terms for setting up surveys
As a catalog administrator, you can configure surveys in BMC Digital Workplace Catalog by using the following key concepts:
- Survey types
The application settings provide the following types of surveys to gather targeted feedback:- Post-request survey—Set a default survey that is triggered and sent to end users when a service request is marked as completed to assess their satisfaction with the service.
- Custom survey—Design and map custom surveys tailored to specific services. This survey can be set as the default post-request survey, featuring customized questions that better align with the context of the service.
- Survey scales
Select the rating scale that best captures user sentiment and satisfaction:- CSAT rating—The Customer Satisfaction (CSAT) rating commonly uses smiley faces or stars to indicate satisfaction levels. This method provides a quick and intuitive way for users to express their experience with a service.
- NPS rating—The Net Promoter Score (NPS) measures customer loyalty and satisfaction. It asks users to rate their likelihood of recommending the service on a scale from 0 to 10, helping to identify trends in sentiment.
- Survey frequency
Control how often end users receive surveys for their completed service requests by using the following options:- Percentage of requests—Determines the frequency of surveys sent, allowing for surveys to be dispatched only for a specific percentage of completed requests.
- Days since last survey—Prevents survey fatigue by limiting how often surveys are sent to the same user. It sets a minimum time interval between surveys.
- Survey reports
Access and analyze survey data to monitor service performance and customer satisfaction:- Satisfaction Survey report—Accessible via the Catalog console and shows data from feedback gathered from surveys linked to catalog services.
- DWP Customer Satisfaction Report—Accessible via Helix Dashboards for monitoring survey data and analyzing trends in service performance and customer satisfaction.
DWP Net Promoter Score Report dashboard—Accessible via Helix Dashboards for monitoring survey data and identifying trends in customer sentiment, loyalty, and satisfaction.