I need to update Customer Satisfaction Survey.

[niveditakumari]

Hi, 

We would like to update the Customer Satisfaction Survey post closure of a SNOW case. 

Can anyone please tell where I can find Customer Satisfaction Survey. 

Regards, 

Nivedita

[jMarshal · Accepted solution]

You can edit this in "Survey Designer". Go to "Survey > Survey Designer" and on the screen that opens, click the stack/hamburger icon in the top right and select "Load Survey" to open the Customer Satisfaction Survey

[niveditakumari]

Hi @jMarshal, 

I have to deactivate existing Customer Satisfaction Survey and create new Customer Satisfaction Survey. 

Can you please tell me how to deactivate existing Customer Satisfaction Survey and what should be scope to create new Survey. 

Please see requirement. 

Recommendation below: 

1. How satisfied were you, overall, with the service provided by HR4U Contact Center regarding your recent interaction? (5 pt scale)

2. What would you like Human Resources to know about your experience? (Free Text)

3. How satisfied were you, overall, with the HR representative you interacted with? (5 pt scale)

a. (Ask if scored 1-2) Tell us more about your experience with the HR representative. (open ended)

4. Please rate your satisfaction with the HR representative in the following areas:

a. Professional

b. Courteous

5. Is everything regarding this interaction completely resolved? (Yes/No)

a. (Ask if responded No) What about your request is not yet resolved? (Free Text)

Thank you for your time. We will carefully review your responses for continuous improvement.

In an ongoing effort to improve employee satisfaction, HR may contact you based on your responses today.

(Check Box) Please select this checkbox and press SUBMIT if you want a HR Representative to contact you about this experience. 

Can you please help me to achieve above requirement. 

Regards, 

Nivedita

[jMarshal]

The "easiest way" to do this is to just adjust the OOB one to fit your needs (remove the questions that are there and add your own)...but that will not preserve the OOB version.

The other thing you can do is copying the OOB version and then modifying it to fit your needs. Make sure to rename the original survey to something else like "OLD Customer Satisfaction Survey" and make sure the new one is called "Customer Satisfaction Survey" (not something custom) - this way it should not require you to change how or where it is referenced in email notifications, etc.

This should get you started for using Survey Designer to build a survey in general: Survey designer (servicenow.com)

Here is a direct link to the spot about defining questions - which is what all you should need to do if you're copying and renaming as I described. Create a question in the survey designer (servicenow.com)