Survey Management and data gathering

[smcgrath44]

We are having some challenges with the Survey Management application and wanted to reach out to the community and see if we are alone or not. We want a survey sent out to each user upon resolution of a ticket. The information that we would like to get back goes well beyond the questions and answers in the survey. We would also like to get the following:

1. Technician who resolved the ticket
2. The Assignment Group that the resolving tech is a member of for the ticket
3. Business Service, Category and CI information that can be reported with survey data

We on on Eureka. We have been legacy surveys and want to utilize the new survey tool that ulitize the assessment and metrics tables. Does anyone out there have a similar challenge and or solution to this? Much thanks!

Steve McGrath

ServiceNow Administrator

Harvard Business School

[TrevorK · Accepted solution]

We have just implemented surveys ourselves...or assessments...or whatever you want to call them. We opt'ed to use the new survey/assessment features and not legacy surveys, even though when we went through it legacy surveys seemed much easier. Our choice was based on a suspicion that legacy surveys would not see future development, whereas assessments would.

My post below will be based on using Assessments (Survey Management module), however I can reference the Legacy Survey's if you need.

I believe we are doing everything you want to do - we are sending out an email upon resolution of a ticket. I will walk you through our steps, and let me know which numbers you want me to go into further detail:

1) Upon closure of an Incident or RITM, we determine if a survey is required. For example, we do not want to survey students and there are certain assignment groups that do not receive a survey. We use a flag on the TASK table that we fill in if a survey is required.

2) Our notifications are two-tiered. We send a normal "Your Incident has been resolved" if our "Survey Required" flag is false. This comes off the Incident table. If "Survey Required" is true, we send a notification off of the Assessment Instance table. Because the Assessment Instance has "Trigger ID" (a field that contains the sys_id of the record calling it), we use a Mail Script to lookup the associated Incident or RITM information based on the sys_id. We then send out a "Your Incident has been resolved" email similar to above, however it is from the Assessment Instance table. We include our survey specific information in it (we use some cool graphics to entice them to click on the survey) and the Incident/Task information, which is obtained through the mail script.

3) Client takes the survey, we then do a custom table to transform the results into a format that is much easier for management to handle (a table where each row contains the questions/answers, rather than the ServiceNow format of each row being a question). We have some reporting we need to do based on the results of a specific question, and this kept it the "prettiest" for management and the most functional for our user base. The table just updates upon a survey changing to "Complete". Because we have the "Trigger ID" value (which again is the sys_id of the incident/task that called it), we can reference who the analyst was that did the ticket, the business service, etc.

Just in case anything does not make sense, I have attached a screenshot of our survey invitation email. It is run off the Assessment Instance table. While we do not show the CI/Business Service/etc., I think the other fields we pull demonstrate that we can pull those fields too.

If you have any further questions, feel free to post them. Or send me a message privately/email me and I can go into it further. We personally found the new Assessment module a bit overwhelming at first and it took longer than expected to develop it into something usable. But I think our stats are at a 12% response rate, so we must be doing a good job (our research department indicates this is a good response rate for unsolicited electronic surveys).

My apologies - I realize this is a bit long but I was unsure where exactly you were looking for feedback.

[smcgrath44]

Trevor,

Your response is spot on! This is great to hear. 12% in very impressive as well. I will send you an email privately and would love to hear more about your survey development. Thanks a ton! We'll chat soon!

Steve

[dklimas]

Trevor,

Thank you for providing your survey process.   I had a question on your survey email.   Are the three "faces" at the bottom of the email one graphic that when clicked opens the survey?

David

[TrevorK]

The first question in our survey is "How did we do?", which is essentially mirrored in the email. When you click on one of the faces (each is a separate image), it then takes you to the survey and fills in the first question for you (based on the face you clicked).

When then have logic in the background to determine what further questions to show you based on the face that you clicked (well, based on the response to the first question which comes from the face you clicked).

I hope that answers your question! If you need anything else let me know.