Events related to the Listening Posts surveys on User Experience Analytics dashboard
Summarize
Summary of Events related to the Listening Posts surveys on User Experience Analytics dashboard
The User Experience Analytics dashboard in ServiceNow provides detailed events related to user interactions with Listening Posts survey widgets. It enables you to analyze both successful and unsuccessful employee attempts to engage with surveys via the My survey and Take survey widgets. This insight helps you understand user behavior, identify challenges in survey completion, and improve survey design and participation rates.
Show less
Successful submissions at survey response
This event tracks employees who successfully complete and submit surveys without issues. Key metrics available on the dashboard include:
- Distribution of time spent: Shows the average time employees spend on either survey widget, categorized as less than 30 seconds, over 30 seconds, or over 60 seconds.
- Submissions with flow change: (Only for My survey widget) Indicates percentage of users who navigated forward or backward during the survey, highlighting deviations from the expected flow.
- Submissions with comments: Percentage of successful survey submissions that included user comments across both survey widgets.
- Submissions across surveys: Breaks down successful submissions by different survey identifiers, helping to compare engagement across multiple surveys.
- Distribution of submissions across widgets: Shows the share of successful submissions on My survey versus Take survey widgets.
These metrics assist in evaluating factors like average response time and user navigation, which can inform improvements in survey design and engagement strategies.
Unsuccessful attempts at survey response
This event identifies when users start but fail to complete or submit surveys. It focuses on three main properties:
- Distribution of time spent: Average time spent on surveys before failure, grouped as over 10 seconds, over 60 seconds, or over 120 seconds.
- Attempts to rate: Percentage of cases where users clicked a rating but did not submit it (true indicates unsuccessful attempts; false means rating submitted).
- Attempts to comment: Percentage of cases where users typed a comment but did not submit it (true indicates unsuccessful attempts; false means comment submitted).
- Attempts across surveys: Distribution of unsuccessful attempts across different surveys to identify which surveys may pose challenges.
- Distribution of attempts across widgets: Shows unsuccessful attempts broken down by My survey and Take survey widgets.
Tracking these unsuccessful attempts helps identify barriers in the survey process and areas where users may need more support or encouragement to complete surveys.
The User Experience Analytics dashboard displays events to understand the users behavior when interacting with the Listening Posts survey widgets.
You can evaluate the successful and unsuccessful attempts of an employee related to the Listening Posts My survey and Take survey widgets by viewing two related events on the User Experience Analytics dashboard: Successful submissions at survey response and Unsuccessful attempts at survey response. For example, understanding the average time taken by an employee to respond to a survey, or view the number of resignations in the survey process could help you evaluate how to improve the design of future surveys or indicate whether more encouragement is needed to increase employee participation.
Successful submissions at survey response
On Listening Posts survey widgets, the Successful submissions event indicates that the users have attempted the survey and were able submit it without any difficulty. The following image shows the dashboard charts that display employee interactions on the widgets as actions on the associated properties.
Distribution of time spent.
The percentage of average time spent by an employee either on the My survey widget or the Take survey widget. The time spent data is grouped in time durations of <30 seconds, >30 seconds, or >60 seconds.
Submissions with flow change.
Note:This metric applies only to the My survey widget.A flow change is any alteration to the natural course of a flow, for example, the user navigating backward rather than proceeding forward. This chart displays the percentage of flow change by user's who Navigated forward or Navigated back when taking the survey.
Submissions with comments across widgets.
The percentage of submissions with comments across the Listening Posts My survey and Take survey widgets.
Submissions across surveys.
The percentage of successful submissions across various surveys. For example, the sample image shows the percentage of submissions distributed across PS1 and PS2 surveys.
Distribution of submissions across widgets (My Survey & Take survey).
The percentage of successful submissions distributed across the Listening Posts My survey and Take survey widgets.
Unsuccessful attempts at survey response
On Listening Posts survey widgets, the Unsuccessful attempts event indicates that the users have attempted the survey but were not able complete it or submit it. The following image shows the dashboard charts that display employee interactions on the widgets as actions on the associated properties.
An attempt is defined by the actions performed in any of the following three properties: Distribution of time spent, Attempts to rate, and Attempts to comment.
Distribution of time spent (on either of the widgets).
The percentage of average time spent by an employee. The time spent can be either on the My survey or Take survey widget. The time spent data is grouped in time durations of >10 seconds, >60 seconds, or >120 seconds.
Attempts to rate.
The percentage of unsuccessful attempts to rate a survey. True indicates that the employee clicked on a rating but did not submit it and False means the employee clicked on the rating and submitted it.
Attempts to comment.
The percentage of unsuccessful attempts to comment by clicking the comments box on the widget. True indicates that the employee typed the comment but did not submit it and False means employee typed the comment and submitted it.
Attempts across surveys.
The percentage of unsuccessful attempts across various surveys. For example, the sample image shows the percentage of attempts distributed across PS1 and PS2 surveys.
Distribution of attempts across widgets (My survey & Take survey).
The percentage of unsuccessful attempts distributed across the Listening Posts My survey and Take survey widgets.