satisfaction surveys available to the workplace portal
The end users are really appreciating the workplace portal. However, there is starting to be more demand for features like a satisfaction survey which comes after a request. This survey shouldn't affect whether or not the service request can be closed (ie let's say that after X days the completed ticket should just close anyways regardless if the user submitted a satisfaction survey or not).
It would be great if the workplace portal also has ability to handle a satisfaction survey for a conclusion of a service request. Basically the user can still get an email that they can fill a survey. Then they go on the portal and either on the dashboard there's a button that appears under the 'my requests' section or that the email has the link to focus directly on the survey.
The surveys do tend to ask different questions. Some like the idea of a star system you can provide back. Other folks want a weighable ability to set the value of what a answer is worth for a score. In the end, the outcome is some sort of score to showcase performance i.e. 90% hit the mark.
Tiffany Lam
shared this idea
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Ashley Nuttall
commented
This is very important, all possible requestor function should be in the workplace. We need to keep the consistency.
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Sean Benson
commented
I second Priti's comments.
1. You may consider taking advantage of the Compliance/Maintenance checklist functionality to develop custom surveys for the satisfaction step and assigning the checklist in the SLA (as has been implemented for maintenance steps).
2. Reporting on the results by work team and by contract is also important as a KPI. -
Robert Ayres
commented
I agree. We have created an email that gets sent on completion of the work request that contains a link to a microsoft form that the user submits. We add this to our data warehouse and run BI on it. However it might be better if this was integral to Archibus.
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Christine White
commented
This feature is much needed to help determine the effectiveness of the organization to meet the demand of its clients.
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Priti
commented
The Satisfaction Survey is a part of the workflow and is becoming more and more critical as Facilities departments in various organization are becoming proactive in their approach. To have the end user log into a different interface to fill out the survey gives a very disjointed impression.
Also to add on this idea,
1. It would be good to save the Survey results in a reportable format rather than XML on the helpdesk_step_log table.
2. It would be useful to have the questions of the Survey configurable so that each organization can decide on the level of detail that they want from their user
3. If the User is not satisfied to have the ability to create a follow up request automatically or reopen the current request with some sort of flag that it was reopened because of customer dissatisfaction. -
mray@absolute-fs.com
commented
Carryover the Maintenance Satisfaction Surveys to the Workplace Portal. The workplace portal is a great place for the masses to enter requests and move on. If a client turns on satisfaction surveys for those requestors, the requestor has to access Web Central and the Maintenance Console to do so.
This presents a few issues. 1-they now have 2 places to go for everything, 2-it's not mobile friendly, 3-we have to make security adjustments and 4-I believe this means they need to use an ACP vs. PACP.
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mray@absolute-fs.com
commented
I would be happy with Satisfaction surveys showing up in the workplace portal as a starting point. Where users can see their request, highlight ones needing a response or make a new window/box for those pending a response. And yes, please have them automatically move on if the survey is not completed within X days. I would not autocomplete them, but simply have the "requirement" lifted and the number of days set as an application parameter.