Customer Satisfaction Survey - Tracking response to feedback

peter148
Tera Contributor

‎09-23-2024 05:11 PM - edited ‎09-23-2024 05:30 PM

Version in use: Washington

Hi, Service Now Community. Like many in the community, we have customer satisfaction surveys triggered upon the closure of incidents and Requests, and we review the survey responses and associated feedback regularly.

In some cases, action is required from our Service Delivery team to follow up on the feedback received via the survey.  However, there is no ability (out of the box, that I can see) to generate and assign tasks for the feedback response against a survey record.  I would like to know how other community members are handling this situation. 

 

Thanks in advance for any advice. 

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Ravi Chandra_K
Kilo Patron
Kilo Patron

‎09-23-2024 05:35 PM

In one project I know, the Case Manager used to have Dashboard of the surveys.

He used to call the caller who gave DSAT and unsatisfied reviews and ask them what went wrong and how it can be improved.

 

not an efficient way. But the DSAT survey turn out is less but manageable.This can be automated with a Business Rule to create a task to manager when the ratings are low.

 

Please mark the answer as helpful and correct if helped.

Kind Regards,

Ravi Chandra 

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