Notification on low survey scores

[Mickey_Cegon]

I've been asked to create a notification for when a survey is returned with a low score. We are using Best Practice - Task Survey Management. Has anyone set up something similar? Thanks for any suggestions!

[nikita_mironov]

If survey has a bad score it definetely needs to be analyzed and addressed through SIP.

I implemented it as follows:

When survey is completed the respective record in "task_survey" table gets "state" field changed to "completed". This is out of teh box behaviour of task_survey.

Creating a business rule running over "task_survey" table that has condition "current.state.changesTo('completed')" will help to trigger the survey results check/processing.

Ok. We need now to write a script to analyze the results. Depending on the survey question type(s) it might be tricky but general rule for our business rule script would be
a) get survey_instance reference from current task_survey record
b) go through the survey_response records for that survey_instance and decide whether there was (were) negative answers paying attention to the question type (e.g. it can be numeric scale, choice, etc.). If negative feedback is detected then (in my case) I create incident for negative feedback processing providing the survey instance link in worknotes and setting task for which survey was processed as Parent, I also put some instructions for managers on what they should do.

In your case this can be an event generation with the survey instance link sent as event parameter (and then embedded in the email).

It is important to mention that POSITIVE feedbacks are as important as negatives. We had implemented Incident and Catalog surveys in early 2010 and were processing only negative feedbacks until end of 2011. Then we defined the conditions for positive feedback processing and now we are praising those analysts who got high scores in customer surveys. Now we are processing both negative and positive feedbacks and also have internal IT KPI focusing on the average service level rate by our customers (per service, process, group, analyst).

[ryadavalli]

Hi Nikita,

I am trying to achieve something similar, to add follow questions on the survey questionnaire for certain group of people.

How can I do it?

thanks,

[Mani60]

Hi ,

I have same requirement, i have created one survey for close incident and now i want when user gives low score feedback(dissatisfied) at that time one mail should send to manager of the group.

could you please help how to fix this.

Thanks

[utkarsha_s]

Hi Nikita,

Could you please share the Business rule script on the 'Survey response' table made for this. I am trying to achieve the same.

Thanks,

Utkarsha Saxena