Weighted answers for a survey in ITSM

Paer
Tera Contributor

Hi all,

 

We would like to use weighted answers to calculate scores for answers on a Survey created in the Survey Designer.

 

We know it can be done using assessments, but these are more difficult to create and manage.

 

Has anybody managed to set up surveys in ITSM and calculate Scoring based on weighted scores?

 

Thanks in advance,

 

Paer Johansson

1 REPLY 1

Naveen20
ServiceNow Employee

Out-of-box Survey Designer doesn't support weighted scoring per answer choice. ServiceNow's intended solution is the Assessment module, which does support weights but is harder to manage.

Most common workaround if you want to stay with Survey Designer: create a custom lookup table mapping each answer choice to a numeric weight, then write a Business Rule on survey_response that calculates the total score on submission and stores it in a custom field.

Alternatively, some teams handle the weighting at the reporting layer using Performance Analytics, applying weights at query time rather than on the record itself.