Surveys and Assessments

Create surveys to measure customer experience and expectations. Collect detailed process and performance insights from stakeholders via assessments.
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Benefits of Surveys and Assessments Get actionable feedback Analyse, publish and link survey results to records automatically so you know where to improve. Make informed evaluations Use comprehensive assessment data to score and rank items, providing normalised, weighted results. Deliver consistent experiences Build services, surveys and assessments on the ServiceNow AI Platform for a superior experience every time. Enhance chatbot performance Automate feedback loops and simplify surveys for continual improvement in the Virtual Agent app.
Features of Surveys and Assessments Intuitive survey designer Create, configure and publish surveys using a single, visual interface that’s intuitive. Assessment feedback Get deep project, vendor and sales process insights. Evaluate, rank and view normalised scores. Real-time dashboards Generate charts by question, category, respondent count or other metrics and see historical trends. Single interface admin Let agents or managers create, schedule and send surveys and assessments—all from one place.
Additional features Mobile-friendly interface Make responding simple and engaging with emojis to show customer satisfaction level on any device. Dynamic conditions Assign surveys to individuals or groups easily and customise questions based on user responses. Security Protect personal data using access controls. Retain deactivated survey results for easy auditing. Full platform integration Manage, administer and respond to surveys and assessments easily within the ServiceNow AI Platform. Internal and external surveys Choose to make customer satisfaction surveys public or invite specific respondents—it’s up to you.
Resources See All Resources Ebooks The Human Experience of IT Service Management The Future of IT Is Now Analyst Reports Gartner: Magic Quadrant for IT Service Management Tools Solution Briefs ServiceNow® ITSM Overview ServiceNow ITSM Pro and Enterprise Overview
How to get Surveys and Assessments

Surveys and Assessments is available with the ServiceNow AI Platform. Deliver workflows that connect people, functions and systems with the platform of platforms for digital business.

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