Hi there,
Thank you for your attention. I was wondering if anyone has experienced with empty survey responses with Legacy Survey in ServiceNow, and I know that my work group was supposed to upgrade to the new survey application and since there were some complex reasons the upgrade did not go as planned. The legacy survey in my organisation has worked for many years, but since June this year, there has been increased number of empty responses even though the Questions were mandatory. I have not been able to replicate in our sub-instances and have engaged with HI for advice but the advice received was legacy survey was no longer supported by the product team. Therefore, I am just trying to get more advice on the issue itself out of curiosity after the following findings.
- The survey is named Customer Satisfaction survey consisting only 3 questions, 1) How satisfied (mandatory), 2) why or how we can improve (mandatory), and 3) email (optional), as simple as that.
- Since June, there have been increased volume of empty responses (pls see the screenshot for a response example)
- The survey allows anonymous and identified responses, either way works okay
- I could locate the survey invite email, transactions logs and find the respective survey response in Production, tracking more details like client browser, IP, response times, session ID and URL which is useful to locate which task survey association (e.g. /survey_take.do?sysparm_task_survey=[a 32 bit long sys_id]&sysparm_survey=XXX Services Customer Satisfaction Survey)
- I've ruled out a session time out on the response (in my org, 1 hour for logged-in user, 30 mins for guest); and ensured the OOB ui page (legacy survey ui Page "survey_take" @ oob state (last updated: 11-11-2016 06:54))
- I've inspected possible changes and also vendor CHGs implemented in June (first occurrence of the empty survey on 6th June) and yet did not see any impression a change at this time frame would make such impact.
With HI's suggestion of course, migrating to new survey will be the way go to, but again I am just curious about the misery and other than migrating to the new survey, I just wanted to seek your thoughts and input to see if any other suggestions or overlooked investigation for the empty survey response issues.
Your input would be appreciated.
Thank you
