Ensuring Mandatory Survey Completion in ServiceNow: Strategies and Optimal Practices

[SethY]

Hello ServiceNow Community,

Is it feasible to enforce mandatory survey completion for users within the ServiceNow platform? I'm particularly interested in any strategies or best practices that ensure users complete survey forms.

[Mahathi]

Hi @SethY ,

It is not a right practice to enforce surveys but i can give you some available options/Suggestions.

We have an option to make the questions mandatory in the survey while designing the form.
I suggest you use that option to make some questions mandatory that you want the user to really answer.
We have dependent options available, wherein if the user selects a negative feedback, you can make a field called comments mandatory.


Strategies would be to use: 
1.Visually appealing smileys instead of options like agree, disagree etc 
2.Using less number of questions to capture the essence so more users become open to fill surveys
3. Anonymizing responses to get more genuine and actual feedback.

Please mark helpful and accept as solution if it answers your question.

Thanks,

Mahathi

[Harneet Sital]

I think completing to what @Mahathi said, it is not advisable to enforce surveys to users unless they are meant to be completed from a compliance perspective.

Usually, the strategy is to send a couple of reminders or add these survey links to the user's landing page so that they always see it and expect users to fill them in. Secondly, a banner/landing modal page can be added specifically for users who haven't completed their surveys on their landing page just to give them a nudge. 

-Harneet Sital
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[-O-]

No.

Plus read @Uncle Rob's answer: https://www.servicenow.com/community/architect-forum/mandatory-survey-completion-in-servicenow-metho... - to a similar question.

Also consider this: say I have a problem and want to raise a new incident.

But the platform keeps bugging me that I must complete some stupid survey (remember the caller - I in this case, is/am the customer and thus the "King") not allowing me to just report the problem I have.

That just makes me fill in the survey with the lowest grades and F U comments, just so that I can get to the point where I can finally raise the new incident, so that I can get back to my 10.000.000.000 times more important core business activities.

What if the incident is about not being able to load some delivery truck with some $1.000.000 merchandise on time?

Being forced to fill out surveys instead of quickly get a resolution to what is causing the inability to load merchandise, because of a stupid survey (yes, for the business user it IS just a stupid survey), could just lead to significant losses.