Customer Satisfaction Survey

[Melanija]

Hello,

we have to create a dashboard for the Customer Satisfaction Survey Dashboard, to display how many satisfied and dissatisfied responses we have (positive and negative scores).

How can we do that and which tables we should use?

Thank you so much.

[AndersBGS]

Hi Melanija,

it very much depends on how your survey is setup? What is you measuring period? Do you only measure on a scale e.g. 1-4 or is there any other things you would like to measure on the dashboard? 

in general you should utilize the asmt_metric_instance and asmt_metric_result table if you have utilized the OOTB surveys.

if my answer have provided a resolution for your answer, please accept my answer as resolution and give it a thumb up.

Best regards

Anders 

[Melanija]

Hi Anders,

thank you so much for your response. We would like to show how many very satisfied (3), satisfied (2), dissatisfied (1) and very dissatisfied (0) responses there were for the past month. To have a summary view with each rating showed.

We would also like to include in separate view only positive comments left, a another one for negative comments. 

Is there also a possibility to show the list of all the agents who worked on those tickets with positive/ negative ratings and what ratings there were.

Thank you so much!

M

[AndersBGS]

Hi @Melanija ,

First of all, you should report on the asmt_metric_result to extract your data, where you should utilize below filter:

Metric.type refers to the actual survey that you have send out. 

Metric refers to the actual question in the actual survey you have send out

Actual value refers to satisfied (3), satisfied (2), dissatisfied (1) 

Instance.due date referes to when the metric need to be taken before closure - This should be changed according to your specific requirement.

For the requirement to see comments for only positive or negative comments, you should create a filter as below:

Where again 

Metric.type refers to the actual survey that you have send out. 

Metric refers to the actual question in the actual survey you have send out

Actual value refers to if the question has been answered or not

Remember to add the metric.details to your view, to see the comments

if my answer have provided a resolution for your answer, please accept my answer as solution and give it a thumb up.

Best regards

Anders 

[atg8020d]

Thank you greatly. However, when I try to add filters I can see

Metris is Satisfaction Level

But

Instance.State does not show for me, only Instance

Do I have to be a certain privilege? 

Also, I cannot filter on group

Thanks