You can now have your SAManage Service Desk send customer satisfaction surveys to your users and request feedback on the service they received.
How does it work?
Customer satisfaction surveys are sent via email to your users upon completing the service request. When the service request is resolved, an email is sent to your user asking if they were satisfied with the service received. They are given the option to click either Yes or No. When the response is provided, the answer is captured with the related incident.
To enable customer satisfaction surveys, go to setup -> service desk and enable the survey option. You can control how quickly the survey emails are sent to your users.
Viewing survey results
Service Desk administrators can view survey results at the single incident level (where the incident status is located):
Service Desk administrators can include the “Customer Satisfied?” column in the incident list:
Or, you can build your own query to view only Incidents with any feedback:
Upon activating the new feature, two new widgets are available on the dashboard. The first shows Today’s activity, while with the second widget you can choose a different period (for example, the last year or this month), giving you better visibility into how your service desk is performing:
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