question Re: customer Survey satisfaction in ITSM forum

customer Survey satisfaction

ahmed-24 — Wed, 16 Jul 2025 12:23:52 GMT

Hello! Can anyone know where to change the button label in the Satisfaction Survey in ServiceNow please ?

Re: customer Survey satisfaction

Shraddha Kadam — Wed, 16 Jul 2025 12:45:25 GMT

It is in Surveys and Assessments widget, but you need to clone it as this is read-only. But do you want to change it?

Re: customer Survey satisfaction

AniketC85155510 — Wed, 16 Jul 2025 12:48:32 GMT

Hello @ahmed-24 ,

To change the button label you’ll need to customize the widget that renders the survey.

By default, it uses the "Surveys and Assessments" widget. If you’re using the OOB version, you can follow these steps:

First, identify which widget is being used.
On the survey page, press Ctrl + Right Click on the page and then select show widget customizations — it will show the widget name and allow you to open it directly.
If it's the OOB widget (usually titled Surveys and Assessments), clone it
In your cloned widget, go to the HTML template section and look for the button with the label Get Started
Replace the label text with your preferred one.

Here’s a direct link (replace your instance name in the URL) to access the OOB widget directly if needed:

https://<your_instance_name>.service-now.com/sp_widget.do?sys_id=5cbb8f1053313010561cddeeff7b1272

Let me know how it works for you !

🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024

Re: customer Survey satisfaction

Pranesh072 — Wed, 16 Jul 2025 12:51:37 GMT

You have to duplicate and update the Surveys and Assessments widget.

Re: customer Survey satisfaction

Bhimashankar H — Wed, 16 Jul 2025 13:11:00 GMT

Hey @ahmed-24 ,

The label of 'Get Started' you can change by creating key & message in 'sys_ui_message' table, because in server side script of the 'Surveys and Assessments' widget there is line of code and this will fetch the message from 'sys_ui_message' table.

data.getStartedMsg = gs.getMessage("Get Started");

I have highlighted that line code(line 143). Probably you don't need to clone the widget and align the dependency.

Give it try.

Thanks,
Bhimashankar H

-------------------------------------------------------------------------------------------------------------------------------------------
If my response points you in the right directions, please consider marking it as 'Helpful'. Thanks!

Re: customer Survey satisfaction

Shraddha Kadam — Wed, 16 Jul 2025 13:15:05 GMT

Hello @ahmed-24 ,

Don't need to clone the widget you can create record in system UI message (sys_ui_message.LIST).

I tested it on my PDI and it is working

Re: customer Survey satisfaction

Ankur Bawiskar — Wed, 16 Jul 2025 13:19:28 GMT

@ahmed-24

but why to customize that?

Unfortunately the "Get Started" is hard-code in the OOTB widget "Surveys and Assessments"

So the only option is to clone the OOTB one and update the wording and then add that widget again in the portal page again.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: customer Survey satisfaction

ahmed-24 — Wed, 16 Jul 2025 14:26:39 GMT

@AniketC85155510 when i clone the widget and make changes i still see the old label ! what should i do please after ?

Re: customer Survey satisfaction

AniketC85155510 — Wed, 16 Jul 2025 14:40:18 GMT

@ahmed-24 On the survey page, press Ctrl + Right Click on the page and then select "Page in designer" and then in that record replace the old OOB widget with your new cloned widget then try to refresh the portal and check whether it's reflecting now or not...

I tried and its working fine for me, so it should work fine for you too.........

Final Result:

🔹 Please mark ✅ Correct if this solves your query, and 👍 Helpful if you found the response valuable.

Best regards,
Aniket Chavan
🏆 ServiceNow MVP 2025 | 🌟 ServiceNow Rising Star 2024

Re: customer Survey satisfaction

ahmed-24 — Wed, 16 Jul 2025 15:22:23 GMT

@AniketC85155510 as you can see in the pictures i made a clone and i change the label but it's not refreshing

Re: customer Survey satisfaction

Shraddha Kadam — Wed, 16 Jul 2025 15:26:10 GMT

@ahmed-24 ,

I hope you saw my reply.

Re: customer Survey satisfaction

Bhimashankar H — Wed, 16 Jul 2025 15:48:58 GMT

Hey @ahmed-24 ,

You don't need to clone the widget as explained in my previous post, just add the key and message in 'sys_ui_message' table, it will helpful even for other region people, when they want to see that button in their regional language. No need to change the OOTB behaviour.

-----------------------------------------------------------------------------------------------------------------------

Please mark as helpful or accept as solution for any reply which solves your issue. If there any suggestion or stuck anywhere, feel free to post a reply or message me.

You coordination will help community to grow stronger!

Thanks,

Bhimashankar