Viewing and managing survey responses

SECURITY  Security level with Admin permission to configure Email Notifications & Surveys, and either Service Desk (Tickets) or Projects & Tasks permissions, or both. Refer to Admin security settings.

NAVIGATION   > Admin > Automation > Email Notifications & Surveys > Surveys > Manage Survey Responses

NAVIGATION  Dashboard > Survey entity widget > Survey drill-down tables

NOTE  To review other help topics on Surveys, refer to Surveys.

Administrators can access customer responses to surveys on the Manage Survey Responses page. To open the page, use the path(s) in the Security and navigation section above.

On this page you can:

  • Sort the list of responses by clicking on any column header
  • Filter the list by entering search criteria into the blank fields at the top of the list
  • Access the survey that was sent out, as well as the organization, contact, task, and ticket detail pages by clicking a hyperlink
  • Delete individual responses by selecting the check box and clicking Delete Selected Responses.

To report on survey responses, run the Survey Detail report. Refer to Survey reports.

How to...

The Survey Rating number you find on the Manage Survey Responses page is the average of the ratings for all questions that were answered, without regard to the selected "Impact" options. To find out which questions in the survey actually count towards the organization, contact and resource ratings, you must edit the survey and look at the Rating 1-5 Options. Refer to Adding or editing survey questions.

  • The Organization rating, displayed as a number of stars on the Organization page, includes all responses to questions that were flagged Impacts Organization Rating on all surveys that were answered within the timeframe specified in the Surveys - Organization, Contact, and Resource Ratings timeframe system setting.

    It answers the question: How much does this customer organization like us.
  • The Contact rating, displayed as a number of stars on the Contact page, includes all responses to questions that were flagged Impacts Organization Rating on all surveys that were answered within the timeframe specified in the Surveys - Organization, Contact, and Resource Ratings timeframe system setting.
    It answers the question: How much does this contact at the customer organization like us.
  • The Resource rating, found on the Resource Management page for the resource, includes all survey ratings of questions that were flagged Impacts Resource Rating on all surveys that were answered within the timeframe specified where this resource was the primary resource on the ticket.
    It answers the question: How much is this resource liked by all customers.

Survey responses cannot be edited.

NOTE  The resource rating is associated with the primary resource of the ticket at the time the survey response is completed. It can't be updated by retrospectively changing the resource(s) associated with the ticket.

You can delete survey responses at any time by selecting one or multiple responses and clicking Delete Selected Responses. Deleted responses will no longer factor into the survey ratings for organization, contact and resource.

Non-administrator security levels can be configured to allow viewing of survey results through a survey widget on their dashboard. The following security settings apply:

  • View permissions are determined by the settings configured for the security level. These settings override the permissions below. Refer to Surveys (settings do not apply to reports).
  • Users with access to Reports can see all surveys.
  • Users with access to Service Desk can see all surveys associated with tickets.
  • Users who do not have access to Service Desk see surveys associated with tickets for which they are the primary or a secondary resource.