Mandatory Survey Completion in ServiceNow: Methods and Best Practices?

[i_sachin_]

Hello ServiceNow Community,

I'm curious about whether it's possible to make surveys mandatory for users to fill out within the ServiceNow platform. Specifically, I'm wondering if there are any methods or best practices for enforcing completion of survey forms,

[jack5253]

Enforcing mandatory survey completion within the ServiceNow platform involves utilizing various methods and best practices to ensure user compliance. One approach is to leverage ServiceNow's built-in features such as workflows, business rules, and UI policies to enforce mandatory survey completion. By configuring these elements, administrators can set up automated processes that prompt users to complete surveys before proceeding with certain actions or tasks within the platform. Additionally, utilizing scripting capabilities in ServiceNow, such as JavaScript, can enable custom validation logic to enforce survey completion based on specific criteria or conditions. Best practices for enforcing mandatory survey completion include clearly communicating the importance of surveys to users, providing incentives for completion, and integrating surveys into existing workflows seamlessly to minimize user resistance.

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[Uncle Rob]

You can't force some one to take a Survey because you can't force them IN to ServiceNow to get to the Survey Record.
You can deploy surveys. 
You can report on if they've been taken or not. 
But *FORCE* has to be applied manually and politically.

I feel sorry for the people at the org that have to spend their time that way.

[Shubham_Jain]

In ServiceNow, while surveys are typically optional, there are a few methods you can use to encourage or even enforce users to complete surveys. Here are some approaches you can consider:

1. Mandatory UI Action (Pop-up/Redirect):

You can create a UI Action that triggers a mandatory pop-up or redirects the user to the survey page before allowing them to continue with other activities in the platform. This ensures that users encounter the survey in a noticeable way.

• Example: When a user closes or resolves a ticket, you could implement a pop-up modal that asks them to complete the survey before proceeding further.

2. Survey on Task Closure/Completion:

If you're using surveys related to incidents, requests, or tasks, you can implement a rule that prompts users to complete the survey upon closure or resolution of the task. You can configure this in the workflow to ensure that the ticket is not marked as fully resolved or closed until the survey is completed.

• You could also add a validation rule that requires the user to submit a survey response before marking the ticket as completed.

3. Email Notifications with Reminders:

Send out reminder notifications via email with a link to the survey, and set escalation rules if the survey is not completed within a specific time frame. This approach is more of a gentle nudge but can still help drive completion rates.

4. Incentives:

Although not a technical solution, offering users incentives or points for completing surveys could help increase response rates.

5. Reporting and Dashboards:

Set up reporting and dashboards to track the survey completion rate. If there are any surveys left incomplete, notify the user or their manager. This isn’t directly making it mandatory but can increase accountability.

6. Client Scripts or Business Rules (Restrict further action):

You could create Client Scripts or Business Rules that prevent users from performing other tasks until they complete the survey. However, this approach should be used with caution as it might interrupt the user’s workflow.

• Example: Add a Business Rule on a record that checks if the associated survey has been completed. If not, display a message or prevent further actions.

Hit the "Helpful" if it helps you.

[sedrtty6865]

Hi everyone,
I’ve been working on setting up mandatory survey completion in ServiceNow and wanted to gather some insights. Specifically, I’m curious about the best methods to ensure that users complete surveys before they can move forward in the workflow. Are there any best practices for setting up these mandatory surveys? Have any of you faced challenges with user engagement or completion rates in this setup?

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Looking forward to your suggestions and tips!

[jack5253]

Enforcing obligatory survey completion on the ServiceNow platform entails using a variety of tools and best practices to ensure user compliance. One method is to use ServiceNow's built-in functionality, such as workflows, business rules, and UI policies, to require required survey completion. Administrators can configure these features to create automated processes that urge users to complete surveys before progressing with specific actions or tasks on the platform. Additionally, using ServiceNow's scripting capabilities, such as JavaScript, allows for custom validation logic to enforce survey completion based on specified criteria or conditions. The best methods for enforcing required survey completion include explicitly conveying the relevance of surveys to users, offering incentives for completion, and seamlessly incorporating surveys into existing workflows to reduce user resistance. APK Spotify Premium