Table of contents
Mark Twain quote: " The danger is not what we don't know, it's what we know for sure and that is not so. "
The satisfaction survey is a good way to open communications with users and measure the level of service efficiency.
This way, you can:
- Demonstrate your commitment to customers
- Provide a tool to your users to tell you why they are not satisfied with the service
- Improve the service quality
- Measure the performance of the team
The built in customer survey in Octopus is simple, but efficient and does not require a lot of configuration.
At the resolution of a request, the user can access the survey directly from the resolution email and give a mark in relations to the service received, he can also add a comment. The survey is also available from the Web Portal.
How it Works
The satisfaction survey is already included in Octopus and can be activated in a few steps. Before we get to the configuration, let us look at what is included in the survey.
From the Resolution Email
An email can be sent automatically to the user, at the resolution of an incident or service request, that includes a "survey" section.
The user is presented with a scale from 1 to 5 where 1 equals Very Dissatisfied and 5 equals Very Satisfied.
When the user selects the mark, it automatically gets recorded in Octopus and the comment window opens onto the Web Portal.
The comment is not mandatory.
Once the comment added, only the Thank you message will remain.
If the user tries to complete the survey a second time, a warning message will appear: "The satisfaction survey response has already been received for this request. Thank you."
From the Web Portal
The survey can also be completed from the Web Portal. At the resolution of an incident or service request a link to the survey appears directly beside the request.
This link allows to fill in the mark and comments directly on screen.
Once the survey completed, the link will disappear.
Information in Octopus
Once the survey has been activated, the information will automatically come back to Octopus each time a user completes the survey. The information can be found in a list called Satisfaction Rating and in the statistics.
"Satisfaction Rating" List
A predefined list named Satisfaction Rating can be added, it returns the requests for which a survey has been completed.
This list contains, among others, the three columns linked to the surveys:
- Satisfaction Rating
- Satisfaction Comment
- Survey Response Date
Of course, it is possible to create other lists as needed using the columns associated to surveys. For more information on lists, see the wiki List Customization.
"Satisfaction Statistics" Section
Survey statistics have already been provided in Octopus. Two reports on surveys can be found that can be filtered in many ways:
Average satisfaction per month
Number of responses
And another filter can return them by:
Detailed satisfaction per month
Most data from the average satisfaction, plus the following filters:
These reports can be printed or saved in PDF format. Other options are also available if a right click is done on one of the columns:
- Display values
- will make the number represented by the column appear above it
- Display horizontal lines
- will show the horizontal lines
- Display details...
- goes into the graphic in more details
- Display data...
- opens a side window with the requests linked to the graphic column that was selected
We find the participation rate to the survey inside the Key performance indicators (KPI) of the statistics for incidents and service requests. In the first section of the report, we can see:
Number of responses
Percentage of what this number represents
Average level of user satisfaction for the selected period
Advantages to Using
Activating the survey in Octopus is quick and simple
Opens communication to the users with their satisfaction as subject
Demonstrate to the users that you pay particular attention to customer service
Provides possible solutions or improvements to the service
Allows to see the evolution of the service, month over month or year over year
Key Success Factors for the Solution
To make the use of survey even greater, take the time to reflect and prepare the following points.
Communication with the Users
Inform your users of the survey activation, explain how it works and display the results with transparency. Communicate your results on a regular basis and highlight your "success stories" as well as your "ideas for improvement". Users will know the way you take the time to read their opinion and will continue to complete the surveys.
In some cases, direct communication with the users that shared their dissatisfaction can allow you to work with the customer to improve your services or to give a better understanding of the services offered. Sometimes, the customers may write a note that is not a reflection of their opinion on the rendered service, but their dissatisfaction with the answer that was given to them. For example, if a user wanted an equipment update that was refused.
Regular Review and Analysis of Results
Take the time to look at the survey results regularly, the information can be filtered in different ways to highlight:
- The number of responses
- The satisfaction by group/user
- If the satisfaction rate is greater for:
- Service requests
- A particular site
- A particular department
- A month in particular
If at times your results are bellow the desired target, analyze the surveys in detail and use the information to understand the dissatisfaction and in your recovery plan.
Surveys are a method among others to gather information on your service. But even in an environment that promotes it, the participation rate will not be at 80%. You can generally expect a response rate between 10% to 20%, but this rate is still appreciable, because it gives you access to the customers impressions in relations to specific requests. You should also expect to receive feedback from users who will tell you their are not happy with the decisions of the company and not with the service. Each bad mark is not always directed to the service, but as you survey customers, you should expect that some people will "blow off steam". That is the reason why certain cases need to be analyzed in more details.
But in general, is a person takes the time to respond, it is because they think that the service is important and the information provided will be useful.
How to Configure?
The configuration is done in two steps from Tools > Options
- Add the survey variable to the resolution email.
- From the "Emails to users" section, you need to add the #Incident.SatisfactionSurveyURLs variable in the resolution email. Also think about adding context to the variable so the users know what it is about.
- For example:
- Your satisfaction is important to us.
- We invite you to give us your satisfaction rating, in regard to the services rendered during the process of this request: #Incident.SatisfactionSurveyURLs
- Activation of the survey
- From the Options, activate the one named Satisfaction survey via the Web Portal. The change will be operational for Octopus users after the restarting Octopus.
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