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ServiceNow® Governance, Risk, and Compliance Illustration

Surveys and Assessments

ServiceNow® Surveys drive up customer satisfaction (CSAT) by giving you an intuitive and powerful interface to measure customer experience and expectations. Create clear and relevant internal or public surveys and collect responses right from within the Now Platform®. It’s easy to automatically analyze and publish results.

 

ServiceNow Assessments provides even more comprehensive data than Surveys by collecting detailed process and performance insights from a broad base of stakeholders. Make decisions faster with Assessments, which allows you to evaluate, score, and rank items, and provide normalized results.

Benefits

Boost customer satisfaction by automatically linking survey results to relevant records,and driving improvementsaccordingly

Deliver a consistent experience with all services, surveys, and assessments built on the Now Platform

Administer surveyseasily via email clients and chat interfaces

Application Highlights

Easily create and publish surveys with the rich graphic interface of Survey Designer

Easily create and publish surveys with the rich graphic interface of Survey Designer

Easily create and publish surveys with the rich graphic interface of Survey Designer

Make the survey experience for users easy and intuitive with emojis

Make the survey experience for users easy and intuitive with emojis

Make the survey experience for users easy and intuitive with emojis

Take surveys from within the chat interface

Take surveys from within the chat interface

Take surveys from within the chat interface

Get detailed insights on projects, vendors, processes, etc. with Assessments

Get detailed insights on projects, vendors, processes, etc. with Assessments

Get detailed insights on projects, vendors, processes, etc. with Assessments

Single interface for surveys and assessments, right within the Service Portal

Single interface for surveys and assessments, right within the Service Portal

Single interface for surveys and assessments, right within the Service Portal

Featured Details

All
  • Intuitive Survey Designer

    The survey designer lets you visually create survey categories and questions, configure the details, and publish the survey to specific users or groups—all through one intuitive graphical interface. You can quickly create surveys and assessments using category and question templates from the question bank.

    Define survey recipients based on a dynamic condition. Assign a survey to individual users or groups and choose whether they receive some or all questions across various categories. Easily customize each question and provide conditional questions based on user responses.

  • Real-Time Dashboards

    Generate intuitive charts by question, category, respondent count, or other metrics of interest. See the historical trend for results and export scorecards as images when needed.

    ServiceNow makes this task easy by automatically creating a metric result record for each user's response to each question on every survey instance. Survey results for each question and category are calculated automatically, based on these metric result records.

  • Easy Survey Administration

    Agents or managers can create, schedule, and send surveys from a single interface, easing the burden of the survey administration process. Surveys give you the flexibility to save drafts until you are ready to publish. You can deliver and take surveys from Connect Chat, Live Chat, and Virtual Chat. You can also take embedded surveys from within an Outlook client.

    Customize the color scheme, create conditional questions, and allow users to change their responses. Analyze results by category to get deeper insights faster. Enable easier auditing by deactivating surveys without deleting them. Use access controls and data security to protect personal data in survey results.

  • Mobile-friendly interface

    Consumer surveys have traditionally offered a more modern experience than business surveys within the enterprise. ServiceNow transforms the enterprise survey experience to make it simple and engaging.

    mobile‑friendly interface allows recipients to respond to surveys from their personal devices. The surveys support multiple selection, as well as ranking‑type questions. Recipients can easily respond with pre‑defined emojis to indicate their level of satisfaction.

  • Faster Decision-Making

    Assessments makes it easy to get insights and feedback on key elements such as Vendors, Projects, and Sales Processes. Deeper, more insightful feedback helps evaluate, rank, and see the normalized scores of multiple records together, which speeds decision‑making.

    Quickly and easily gather detailed feedback from stakeholders on configuration items or projects. Attach all relevant records to be evaluated in a single assessment. Assign only a section of the assessment to specific stakeholders if needed.

  • Full Platform Integration

    Surveys and Assessments are part of the Now Platform. This means employees and customers enjoy a consistently superior user experience when they respond to surveys and assessments, just as they do when they request and receive services.

    Agents and Service Desk Managers also use the power of the platform when administering and managing surveys. They can administer and manage surveys and assessments from within ServiceNow, without switching to a different interface or platform.

  • Public Surveys

    ServiceNow surveys give you the flexibility to survey users within and external to the organization.

    Restrict a survey so only specific users can take it, and send invitations to those users simultaneously. Or, make the survey public so that any user can take it—even users who have not logged in to the ServiceNow system. Save these anonymous survey responses and view them on scorecards.

  • Guided Setup

    Simplify setup and deploy Incident Management in a matter of days with simple configuration steps and embedded help. Gauge your implementation progress with visual status checks, build expertise with product tours, and configure the solution to its fullest potential.

Resources

Surveys and Assessments Are Part of…

IT Service Management

Consolidate fragmented legacy tools and transform your IT services from end‑to‑end.

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