Migrated question review

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Migrated question review

    This guidance helps ServiceNow customers understand how to adjust migrated legacy survey questions to maintain accurate result calculations in the Assessment Engine. The built-in result calculation feature converts survey responses into scores from 0 to 10. However, this configuration is advanced and not necessary for basic surveys.

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    When legacy survey questions are migrated, corresponding records are created in the Assessment Metric [asmtmetric] table, and for Multiple Choice and Select Box types, metric definition records are created in the Assessment Metric Definition [asmtmetricdefinition] table.

    Key Details on Migration and Metric Definitions

    • The system uses the legacy question choice Order field to assign numerical Value fields in metric definitions, starting at 1 for the lowest Order.
    • The Scale definition on the migrated Survey Question form determines if higher or lower metric definition values denote better scores. By default, this is set to High, meaning higher values are better.
    • If the default scale does not align with the meaning of the answer choices (e.g., “Excellent” assigned a low value but scale set to High), the scale definition must be adjusted to ensure accurate scoring.
    • If legacy choices lack Order values, the system sets metric definition values based on the alphanumeric order of the Text values.

    Practical Implications for ServiceNow Customers

    • After migrating legacy survey questions, review and, if necessary, adjust the Scale definition to match the logical scoring of the choices.
    • Verify that the numerical values assigned to choices correctly represent their intended score order to prevent incorrect result calculations.
    • This process is critical for customers leveraging the assessment engine’s result calculations and less relevant if result data is not used.

    Next Steps

    Review the migrated survey questions and their metric definitions. Adjust the Scale definition and numeric values as needed to ensure the scoring reflects the intended meaning of responses. For further guidance, refer to scale definition recommendations specific to each survey question data type.

    To maintain accurate result calculations, you may need to make minor adjustments to some of the migrated survey records to ensure results are calculated correctly.

    Note:
    The assessment engine provides a built-in result calculation feature that converts each survey response to a score between 0 and 10. The configuration required to maintain accurate result calculations is advanced and is not recommended for basic survey implementations. If you do not plan to use result calculation data, ignore the information in this section.

    For each legacy question migrated, the system creates a survey question record on the Assessment Metric [asmt_metric] table. For legacy questions of the Multiple Choice and Select Box types, the system also creates a metric definition record, on the Assessment Metric Definition [asmt_metric_definition] table, for each legacy question choice.

    Table 1. Comparable metric definitions and survey question choices
    Survey question choice field Related metric definition field
    Text Display
    Value (can be any string value) Value (must be a numerical value)
    Order Value (metric definition with smallest Value is first)

    When the system migrates legacy survey question choices, it uses the legacy Order to set each metric definition Value. For the legacy question choice with the smallest Order, the corresponding metric definition Value is set to 1. For the legacy question choice with the next smallest Order, the metric definition Value is 2, and so on.

    The Scale definition field on the migrated Survey Question form determines whether smaller or bigger metric definition values equate to a good score in survey result calculations. By default, the scale definition is set to High, meaning bigger values are good. When you migrate a legacy survey, check that the default scale definition makes sense for each question.

    For example, the following tables depict a sample migrated question and the metric definitions automatically created for it. Recall that the system uses the order of the legacy survey question choices to set the metric definition value. Excellent has the lowest Order value, so when the system creates a metric definition for this question choice, the Value is set to 1. In this case the default scale definition value, High, does not make sense, as the system will calculate the worst scores for responses of Excellent.

    Table 2. Legacy question: Please rate the overall quality of your service
    Question choice text Question choice vlue Question choice order
    Excellent A 100
    Good B 200
    Fair C 300
    Poor D 400
    Table 3. Migrated question: Please rate the overall quality of your service
    Metric definition display Metric definition value
    Excellent 1
    Good 2
    Fair 3
    Poor 4

    If there are no Order values for the legacy survey question choices, the system sets each corresponding metric definition Value based on the alphanumeric order of the legacy Text value.

    Table 4. Migrated question: Please rate the overall quality of your service
    Metric definition display Metric definition value
    Excellent 1
    Good 2
    Fair 3
    Poor 4

    You may also need to change the Scale definition setting for other migrated questions. For details, see the scale definition recommendations for each survey question data type.