Assessment Surveys and MFA: user identification, non-anonymous surveys, and implementation steps

JordiM
Tera Contributor

6 hours ago

Hi,

In our ServiceNow instance, we are reviewing the use of Assessment Surveys for customer satisfaction surveys, as enforcing MFA on survey access has significantly reduced the response rate.

We have several functional and technical questions and would like to confirm whether our understanding and approach are correct.

Functional questions

  • Are Assessment Surveys anonymous by default?
  • When surveys are accessed via a link without login or MFA, how does ServiceNow identify the responding user?
  • Is the identification based on a unique token previously associated with the user and the source record (INC, RITM, etc.)?
  • Can surveys be configured to not be anonymous, so that we can identify customers who provide low scores (0–1) and follow up with them?

Technical / implementation questions

  • Is it necessary to activate any specific plugin or module to use Assessment Surveys?
  • If so, which exact plugin is required?
  • Is Assessment Surveys enabled by default in most instances, or does it require additional setup?
  • Are there any specific settings required to allow survey access without login or MFA?

Thanks in advance for any guidance.

 

#Assessment #Survey #CSAT #MFA  #PlatformAnalytics #Reporting #Security

0 Helpfuls
  • 128 Views
1 REPLY 1

TharaS657398130
Giga Guru

4 hours ago

Hello

From my understanding, Assessment Surveys in ServiceNow are not completely anonymous by default. Even if the user opens the survey link without login or MFA, ServiceNow still usually knows who the survey was sent to because the link contains a unique survey instance/token mapped to the user and the related record like INC, RITM, Case, etc.

So the system can still identify the response internally. I believe you can also configure the surveys in a way where responses are not anonymous, which would help if you want to identify customers giving low scores and follow up with them later.

And on the technical side, Assessment functionality is usually available through the standard Assessment/Survey plugins and in many instances it may already be active, but some initial setup is normally required. For access without login or MFA, I think the common approach is to use public survey links with tokens so users can directly open and submit the survey without authentication.

Otherwise, if MFA/login is enforced, it can definitely impact the response rate quite a lot...

0 Helpfuls