Survey Follow Ups

[RebeccaHartigan]

Is there a field or action field in ServiceNow for management whenever there is a response to a customer survey? 

We're looking for functionality that lets a manager track any follow up on the survey response. 

[Tanushree Maiti]

Hi @RebeccaHartigan ,

You can view the responses for survey definition. Survey results are stored on the Metric Result [asmt_metric_result] table.

You also can refer following post , if you are looking for any automation on the follow up process:

https://www.servicenow.com/community/itsm-forum/creating-a-follow-up-process-for-survey-responses/td...

https://www.servicenow.com/docs/r/servicenow-platform/t_ViewResultsForASpecificSurvey.html?contentId...

[AndersBGS]

Hi @RebeccaHartigan ,

Don't really get your question. As stated from others in this thread, the survey score / comments are stored in asmt_metric_result table. You can then report based on this table or send notification to managers if there is a comment etc...