Designing custom surveys for catalog services

As a catalog administrator, you can design customized surveys in the Survey Designer. You can create a custom survey and set it as the default post-request survey for all completed services, or you can create custom surveys specific to certain services.

You can access the Survey Designer from the Surveys page in the Catalog console.

Required license

DWP Advanced icon.png BMC Helix Digital Workplace Advanced

Survey Designer overview

The Survey Designer is similar to the Question Designer and consists of the following elements:

Questions panel overview

Questions listed in this panel are grouped into:

Process Questions
User-Generated Questions

Process Questions

The Process questions panel displays the default questions. The Survey Designer includes a single Rating process question type that is specific to surveys. The predefined Rating question is available on the canvas for new surveys.

While configuring the post-request surveys, you set the Rating scale that you want to apply to the surveys globally.

If you select the Customer Satisfaction (CSAT) - 5 point rating scale, the Survey Designer shows the following interface:
If you select the Net Promoter Score (NPS) rating scale, the Survey Designer shows the following interface:

Important

Do not delete this default question from the survey. The Rating question is a required process question. You cannot save the survey without this question, and will have to cancel the survey. You cannot add a second Rating question to a questionnaire.

User Generated Questions

The User Generated Questions panel displays your custom questions. The Survey Designer supports the following question types, which you can use to build a custom survey:

Checkbox
Date & Time
Dropdown (single select)
Radio Button
Text Area
Text Field
These question types are the same as those that are available in the Question Designer. The only difference is that not all settings available in the Question Designer are available in the Survey Designer for each of the supported question types. For information about these question types and their configuration settings, see Adding questions to a questionnaire.

The following table describes which settings are available for each question type:

Question type	Rating	Text Area	Text Field	Checkbox Dropdown (single select) Radio Button	Date & Time
Rich Text Format	❌	✅	❌	❌	❌
Label	✅ The setting is required.	✅ The setting is required.	✅ The setting is required.	✅ The setting is required.	✅ The setting is required.
Question Values	✅	❌	❌	✅	❌
Default Value	❌	✅	✅	❌	✅
Required	✅	✅	✅	✅	✅
Regular Expression	❌	✅	✅	❌	❌
Date Restrictions	❌	❌	❌	❌	✅

✅The setting is available for the question form element type.

❌The setting is not available for the question form element type.

Tip

The Default Value setting is not available for check box, dropdown (single select), and radio button. However, you can create question values in the Question Values area, and then set one of the values as the default.

Canvas overview

The canvas represents the survey questionnaire. By default, a new survey displays the default Rating question. You can perform the following actions on the canvas:

Add simple and conditional questions
Drag and drop questions to rearrange the order
Edit questions in the survey questionnaire
Copy questions to the survey questionnaire
Delete questions from the survey questionnaire
Translate added questions in supported languages

Tip

Be aware that conditional questions have dependencies on other questions. If a conditional question depends on a second question, when you delete the second question, you must first remove the dependency. You cannot save the service questionnaire until you remove the dependency. For details about conditional questions, see Building-conditional-questionnaires.

To design a custom survey

Log in to the Catalog console as a catalog administrator.
From the navigation panel, select Services > Surveys.
Click New Survey.
The Survey Designer is displayed.
Review the default rating question, click , and then click Edit to customize it if required.
(Optional) On the Question Designer page, enter your customized question in the Label field to replace the default text.
(Optional) Enter suitable text in the Description field by turning it on with a toggle key.
(Optional) For the CSAT rating scale, select Question Values visualization from the following options:
- Faces
- Stars
Enter text in the Label Customizations section for your selected rating scale to customize the rating labels to reflect organizational terminology.
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
Important: Localization is supported for label customization, allowing you to set localized values for the rating labels.
Perform the following steps to add each custom question:
1. In the User Generated Questions section, click Add, and then select Question.
2. In the Question Designer panel, select a question type from the Form Element Type list, and configure it as required.
(Optional) To add a conditional question, perform the following steps:
1. To add a conditional branch, perform one of the following tasks:
  - On the canvas, click New conditional branch.
  - In the User Generated Questions section, click Add, and then select Conditional branch.
2. After you have added a conditional branch, use one of the following operators to configure a query for the condition:
  - is
  - is not
For more information about how to add conditions to questions, see Building conditional questionnaires.
(Optional) To translate the added questions:
1. Select a question on the canvas, and click Edit.
2. In the Question Designer panel, click Languages.
3. Clear the Use default language check box.
4. From the languages list, select a language (locale) for which you want to add a service name and version translations.
5. In the Label field, enter the translated text and press Enter.
6. (Applicable only to Checkbox, Dropdown single select, Radio Button questions) In the Question Values area, enter the translated text for each Display Value field.
7. Click Save.

To set the frequency for a custom survey

Log in to the Catalog console as a catalog administrator.
From the navigation panel, select Services > Surveys.
Perform either of the following steps:
- Set the survey frequency while creating a New Survey. On the Survey Options panel, turn on the Frequency adjustment configuration with the toggle key.
- Open an existing survey, and on the Survey Options panel, turn on the Frequency adjustment configuration with the toggle key.
Select either of the following options and enter the number based on how often you want your users to receive a survey:
- Percentage of requests
  Important: By default, the survey is sent for 100% of all completed service requests mapped to the custom survey.
  Example: The percentage signifies the probability of a survey being sent to the users for their completed requests. The following example shows that the possibility of triggering a survey for the user is 50% for completed requests that are mapped to the custom survey.
  
  Services for new laptops or accessories are mapped to the custom survey named Laptop Request Feedback.
  If a user submits requests for the Keyboard and Headphones, then each survey has a 50% possibility of being sent to the end user after completing the request. The
  possibility is calculated every time independently for each survey.
- Days since last survey
  Example: The following example shows the setting by which the custom survey, Laptop Request Feedback, will be sent to end users after 7 days.
  
  To learn how survey frequency settings work, see Survey delivery settings.
(Optional) Select the check box associated with Only apply logic to requests made against the same service.
This setting applies to users who have previously requested the service 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 those requests.
Important: This setting applies only to the Days since last survey option and not to the Percentage of requests option.
Click Save.

Important

The survey level frequency settings override the global frequency settings only for services mapped to particular custom surveys. Global setting rules apply to all other services.

Result

The following images show the surveys that users see from the end-user console.

CSAT survey example

Notification:

Result surveys CSAT.png

Details page:

Result surveys CSAT details

NPS survey example