Academy Sessions
1. Refresher on Experience & Service Feedback - May 2025 session
- Live walk-through of end-user experience for feedback capability (Demo 17:00 – 21:40)
- Post-feedback loop (Demo 25:50 – 27:46)
- Live walk-through of admin experience for feedback capability (Demo 34:30 – 42:32)
- Get the slides for this session by visiting here
2. Introductory session on Experience & Service Feedback - Feb 2024 session
- Live walk-through of end-user experience for feedback capability (Demo 21:35 – 30:00)
- Live walk-through of admin experience for feedback capability (Demo 38:05 – 48:05)
- Get the slides and Q&A for this session by visiting here
For other feature deep-dives, refer to other topics covered as part of Employee Center Academy series.
Feature Overview
Integrated Experience and Service Feedback is a feature designed to gather continuous, in-the-moment feedback from users on their experiences with the Employee Center portal and its services.
This feature helps experience owners and service owners to continuously improve their employee experience by enabling them to capture feedback at critical touchpoints, such as portal pages, mobile screens, service workflows, and email notifications. It consists of integrated widgets placed strategically across the portal to facilitate the collection of both overall portal experience feedback and service workflow feedback.
Admins can configure feedback collection through drawer widgets, in-page widgets, and email, capturing employee sentiment across touchpoints. Multi-question surveys can be launched from any widget using existing ServiceNow survey setups. Feedback appears on the experience dashboard, with automated tasks triggered for owners if scores fall below defined thresholds—visible in their 'My Tasks' on the portal.
Below are the details on the individual components of the new feedback capabilities:
- Experience Feedback: Users can share feedback on their experience across the Employee Center Pro portal, Now mobile, Kiosk, or Virtual Agent. The primary channel for this is the configurable “Give Feedback” drawer widget, which appears across all pages of the portal, or as a separate option within the Virtual Agent and Now Mobile. This widget captures general user feedback along with contextual data like page URL parameters.
Admins can choose from multiple rating types for experience feedback, including a simple “Experience” scale, a numeric 5-point scale, or a 5-star rating. For deeper insights, the drawer widget supports integration with the Now Platform’s survey capabilities, allowing organizations to embed multi-question surveys directly into the feedback flow.
This Experience Feedback can be configured to appear as a modal or slide-out and can be triggered based on customizable user prompt conditions to encourage participation.
Admins can configure to exclude the drawer feedback widget when alternate feedback capture methods, such as the in-page feedback widget, are used. Either admins or users can choose to anonymize feedback responses, ensuring flexibility in the feedback collection process.
- Service Feedback: Users can provide feedback on their service experience, such as submitting a Service Catalog request. Feedback can be collected at different points: after interacting with a page on the portal (In-page Service Feedback), on specific topic pages (Service Feedback via Topic Page), or during service workflows through the portal, Virtual Agent, or email (Service Feedback via Workflow).
Admins can easily configure feedback prompts at various service touchpoints, define trigger conditions, and choose relevant questions. Feedback question formats include 5-point scales, 3-point emoji scales, or thumbs up/down, with optional anonymity for respondents.
For deeper insights, multi-question surveys can be launched from any feedback widget using Now Platform’s survey capabilities, eliminating the need to recreate existing ServiceNow surveys. This Service Feedback can be configured to appear as inline or as a modal and can be triggered based on customizable user prompt conditions to encourage participation.
Service Feedback via Outlook Actionable Messages: Feedback can also be collected directly through email by embedding in-line feedback or full surveys within Microsoft Outlook Actionable Messages. This enables users to provide input without leaving their inbox and allows organizations to consolidate service updates and surveys into a single email, minimizing notification and survey fatigue.
Additionally, with cross-channel feedback tracking, users are spared from feedback fatigue by ensuring they aren't inundated with redundant feedback requests across different channels.
The screenshots below are examples of service feedback enabled across the workflow
Note: Service Feedback via email notifications will be available with Outlook Actionable Messages store application (version 4.1.5).
- Post Feedback Loop: A post-feedback loop has been introduced to the feedback capability to ensure that collected input drives meaningful action. Admins can configure tasks to be automatically generated for service or experience owners when feedback scores fall below a predefined threshold on a 5-point scale. These tasks appear in the existing "My Tasks" section of the employee portal, allowing feedback owners to efficiently manage and prioritize actionable items. If feedback lacks sufficient context, owners have the option to skip the task. For non-anonymous submissions, users receive an email notification once their feedback is addressed, including any comments or resolution steps provided by the owner upon task completion or skip—closing the loop with transparency and accountability.
- Configuration Options Available to Admins for Experience and Service Feedback:
- Prompting for Feedback - Admins can control when the feedback modal appears:
- On page load
- After a specified time delay
- At a designated scroll point
- Mitigating Feedback Fatigue - Organizations can control the frequency of feedback prompts using comprehensive admin and user settings. These tools help prevent prompt fatigue, keeping users engaged and more willing to share their input.
- Set limits on the number of feedback prompts per session
- "Remind Me Later" option available for end users disables further prompts for that session
- Feedback Exclusion Period can be set by admins, which is a buffer time during which users are not prompted again upon revisiting a page
- Comments Requirement - Admins can determine how users provide additional input in the form of comments:
- Optional: Users may submit feedback without extra comments
- Mandatory: Users must add comments to submit feedback
- Threshold-based Mandatory: Comments are required if the feedback rating is below or equal to a configurable threshold
- Page Selection for Feedback - Admins decide where feedback modals appear:
- All Pages: Feedback is available on all site pages
- Included Pages: Feedback appears only on selected pages (if "All Pages" is not selected)
- Excluded Pages: Specific pages where feedback is not shown (if "All Pages" is selected)
- Feedback Task Generation - Tasks can be automatically triggered based on the feedback rating. When the "Create Feedback Task" option is enabled, tasks are generated upon feedback submission, provided the specified conditions are met.
- Rating Threshold: A task is created when the rating is at or below the configured threshold
- Assignment Groups: Predefined groups (e.g., service owners) receive these tasks
- Prompting for Feedback - Admins can control when the feedback modal appears:
- Experience & Service Feedback on Now Mobile —Experience and Service feedback functionality is available for Now Mobile users. Experience Feedback is pre-configured to appear under the ‘More’ tab for users to provide generic feedback on their mobile experience. Like the portal, it can be configured to showcase experience ratings or prompt a deeper survey questionnaire to collect feedback. Like the portal, the Service Feedback widgets are pre-configured to appear on the request pages during or after the request is fulfilled.
All feedback widgets on Now Mobile appear via Mobile Employee Service Portal (MESP), so technical configurations for anonymity, feedback ratings, surveys, fatigue mitigation, and dashboard integration are consistent with the portal.
- Experience & Service Feedback via Virtual Agent – We have built pre-configured Topics to capture Experience and Service Feedback via Virtual Agent. The experience feedback is configured as “give feedback” topic that is always visible to users to provide anytime feedback. The service feedback topic is configured to auto-trigger at the end of any virtual agent conversation. Admins can configure both these feedback experiences to use a simple rating scale or invoke a ServiceNow platform survey.
- Experience and Service Feedback Dashboard: The new Experience and Service Feedback Dashboard offers a centralized platform for analyzing feedback across both experience and service channels. It includes dedicated views for Experience feedback, Service feedback, a combined summary, and Feedback Task Analytics. Admins can track aggregate ratings over time and filter responses by channel (such as portal or email), page, and rating, enabling organizations to derive actionable insights and drive continuous improvement. Feedback data is also integrated into the User Experience Analytics Dashboard, providing a unified view across all feedback types. The Feedback Task Analytics section further enhances visibility with visualizations by task status (Open, Skipped, Completed) and highlights the top pages generating feedback tasks.
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How to get access?
License & family release compatibility - The experience and service feedback enhancements are available for Employee Center Pro customers and backward compatible with Washington patch 10, Xanadu patch 7 & Yokohama family release.
Plugins required – The above enhancements are available by upgrading the Employee Center Pro application (version 31.0.4 or above). For configuring Service Feedback via email notifications, organizations would need to install the latest Outlook Actionable Messages store application (version 4.2.1 or above).
Technical details - For experience feedback, all deployments will have the drawer widget enabled upon upgrade/first install. However, the in-page widget is only pre-enabled for new deployments (i.e., first install), for upgrade scenarios admins will need to manually place this widget on the portal at the designed locations via the page designer.
For Service Feedback, admins will need to enable and complete the full configuration upon upgrade or new installation, as they don’t come pre-enabled.
Refer to Integrated Experience & Service Feedback product documentation for additional details.
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FAQ's
1. How is Experience Feedback different from Service Feedback?
- Experience Feedback - It refers to the process of gathering feedback from employees, regarding their interaction with specific elements of the Employee Center Pro portal. For example, if an organization's portal administrator has developed a new page, microsite, or topic page and seeks feedback on it, this feedback collection process would fall under Experience Feedback. It aims to capture employee sentiments and opinions on the overall user experience within the portal.
- Service Feedback - If service owners aim to streamline request submission processes and seek feedback on their effectiveness, this feedback collection process falls under Service Feedback. It focuses on capturing employee opinions and insights regarding the efficiency and effectiveness of service workflows.
2. How is Integrated Experience & Service Feedback different from Listening Posts?
Integrated Experience and Service Feedback, licensed under Employee Center Pro, differs from Listening Posts functionality, licensed under HR Enterprise, in several key aspects:
- Service Feedback - Integrated Experience and Service Feedback covers all service workflows, while Listening Posts focus on Journeys and Lifecycle events pulse surveys.
- Experience Feedback - Experience Feedback under this capability offers enhanced flexibility in terms of configuration and analytics as compared to Listening Posts' drawer widget.
- Employee Sentiment - Listening Posts are suitable for unique use cases like Employee Sentiment analysis.
ServiceNow Recommends - For Voluntary Experience Feedback, Integrated Experience and Service Feedback is recommended, while Listening Posts are preferable for feedback in Journeys, Lifecycle events, and Employee Sentiments.
3. How is Integrated Experience & Service Feedback different from HR Surveys?
Integrated Experience and Service Feedback, licensed under Employee Center Pro, differs from HR Surveys functionality, licensed for all HRSD customers, in several key aspects:
- Service Feedback – Both Integrated Experience Feedback and HR surveys covers all service workflows. However, HR surveys are limited to My Surveys functionality and non-actionable email notifications whereas Integrated Experience Feedback functionality is extensible via embedded in-page widgets, pop-overs, and actionable emails.
- Experience Feedback – Integrated Experience Feedback offers enhanced feedback functionality with flexible drawer configurations, in-page widgets and analytics. However, provision to capture experience feedback is not available with HR surveys.
ServiceNow Recommends - Organizations currently using HR surveys for service workflows should transition to Integrated Experience and Service Feedback for the following reasons:
- Streamlined Communication: Integrated Experience & Service Feedback enables the inclusion of actionable surveys within single service update emails, enhancing efficiency.
- Real-Time Feedback: Employees can share feedback immediately after case submission, ensuring timely insights for continuous improvement.
4. What licensing is required for accessing Experience & Service Feedback capability?
Experience & Service Feedback capability requires an Employee Center Pro license. This capability is backward compatible with n-2 family releases.
5. What plugins will be required for accessing Experience & Service Feedback capability?
Upgrade the Employee Center Pro application to version 31.0.4 or above to enable the Integrated Experience and Service Feedback enhancement. Additionally, to configure Service Feedback via email notifications, organizations need to install the latest Outlook Actionable Messages store application (version 4.2.1 or above).
6. How to enable Experience & Service Feedback?
For experience feedback, all deployments will have the drawer widget enabled upon upgrade/first install. However, the in-page widget is only pre-enabled for new deployments (i.e., first install), for upgrade scenarios admins will need to manually place this widget on the portal at the designed locations via the page designer.
For Service Feedback, admins will need to enable and complete the full configuration upon upgrade or new installation, as they don’t come pre-enabled.
7. What is Feedback Configuration table?
Feedback configuration table enables Portal Admin roles to set global one-time configurations that defines behaviors such as anonymity, privacy text, success message and drawer position. Anonymity is whether user response should be anonymous by default or defined by user opt-in. Then portal admins could also configure the privacy text, success icon, success message and drawer placement options. And these configurations remain the same for all kinds of feedback – drawer, or portal or email.
8. What is Feedback Definition table? And what are different types of feedback definitions?
Feedback Definition table is used to configure the finer details about the feedback such as where it will be shown, who will it be shown to, what will be shown and so on. The below presented table summarizes the different types of feedback definitions:
9. How is the collected feedback presented for analysis?
Feedback collected is neatly presented on an employee experience and service dashboard, allowing admins to track aggregate ratings over time, analyze feedback responses by channel, page, and rating, and gain insights for continuous improvement.
10. Does the drawer feedback widget capture the page the user was on when submitting their feedback?
Yes, the Drawer widget captures additional context by recording the page URL parameters along with user comments
11. Are the widget and components translatable with dynamic translations? In other words, seen in multiple languages by our diverse teammate population?
Yes, they will follow the same dynamic translations available for portal via the localization framework
12. Does the outlook functionality for user feedback requires some form of integration with outlook?
Yes, that’s correct. To configure Service Feedback via email notifications, you would need to download the Outlook Actionable Messages application version 4.2.1 or above.
13. What trigger prompts are available for prompting service feedback to the end user?
Administrators have increased flexibility regarding the timing and method of user feedback prompts. They can configure modal prompts for service feedback and slide-out drawers for experience feedback based on specific conditions like on page load, with time delay, or at a particular scroll point.
14. Can the user opt out of feedback prompts to avoid feedback fatigue?
With robust admin and user controls, organizations can effectively manage and mitigate feedback fatigue. Admins can control the number of modal prompts served to a user in a single session, and users can opt for a "Remind Me Later" action to disable modal prompts for the rest of the session. Admins can also set a Feedback Exclusion Period, which is a buffer time during which users are not prompted again upon revisiting a page.
15. Can the service feedback be used to seek feedback for IT requests and HR cases?
Yes, Service feedback can be captured for both IT requests and HR cases via placing the ‘Experience Workflow’ widgets via the page designer on the request pages. Once these widgets have been placed, new in-page service feedback definition must be created to trigger feedback prompts for the end user.
16. Can the users provide feedback comments as description along with feedback rating?
Yes, for each feedback definition, admins can enable feedback comments by allowing additional information. Furthermore, they can change the label for this field as per the requirement. Admins can choose to make additional comments mandatory for all feedback submissions or only require them when the feedback rating falls below a specified threshold.
17. Can the feedback rating be configured with different scales?
The feedback rating can be configured with 4 different scales:
- 5-point numeric scale
- 5-point star scale
- 3-point emoji scale
- 2-point thumbs up down scale
18. Where can the admins see the feedback rating and the comments shared by end users?
There are two ways to check the feedback rating and comments shared by employees:
- As a portal admin along with the role of survey reader, you could access the Experience & Service Feedback Dashboard to see the average ratings for experience and service feedback and top pages by responses. The admins could drill down by clicking on any of these graphs to see the exact feedback provided by employees for this aggregation.
- Navigate to asmt_assessment_instance_question_list.do? And add the ‘feedback comments’ field into the list layout view
19. Does the experience and service feedback dashboard analytics work with the User Experience analytics dashboard for providing insights?
The experience and service feedback responses have been integrated with User Experience Analytics dashboard to offer a consolidated view of feedback data.
20. Can the users provide their feedback anonymously?
Admins can enable feedback to be submitted anonymously which gives users the option to anonymize feedback responses, adding an extra layer of privacy.
I had to read this part slowly on 18.ii - "Navigate to asmt_assessment_instance_question_list.do? And add the ‘feedback comments’ field into the list layout view". The additional comments on the feedback widget do not get captured in the typical "View User's Response" related list like other surveys. There is a dedicated field for the additional comments and you have to add that field to the view to see the responses.
Thanks for your response. I opened the Experience feedback survey definition, unfortunately the Survey Designer option is not there.
So, I manually modify the survey question, it's not reflecting in the portal
Open in 'SURVEY DESIGNER'
Even I modify it using survey designer
It's not reflecting in esc portal, showing the older values
Am I missing any configuration?
Hi all,
About default questions in drawer widget, upon checking the code for the drawer widget in my instance, i see, the OOTB widget is showing values through a script where these 3 options are hardcoded using sys_ui_message getMessage function
Experience Feedback Modal is the widget that hold code for this widget , where it calls a script include - ExFeedbackConstants where the values are saved.
If you create entries in sys_ui_message as below example with text you want to add, it will reflect the updated value (Please see screenshot below)
Key - I like something
Value - I like something new (Sample text)
I am also struggling to understand why the values are hardcoded as there is already a survey metric mapped to OOTB feedback definition which holds these 3 metrics.
If any one found answer for that, please do share.
Thanks
Surabhi
Hi All,
I wanted to implement the drawer widget in a portal other than the ESC portal, I have created a feedback definition and feedback configuration for the same but even then I cant see the drawer widget in the portal. If any step by step guide or pointers on how to implement the same in custom portal would be helpful.
