It’s great to get feedback about how you’ve handled incidents, which is why we’ve enabled a Customer Satisfaction Survey feature. Once an incident has been resolved, a survey will be sent to the incident requester asking about the service he or she has received. Once enabled, two new satisfaction widgets are added to your main dashboard, so you can always view the satisfaction for each incident. You can also set a minimum threshold for customer satisfaction – when satisfaction drops below, the widget will appear in red.
A problem that can occur is requesters receiving too many surveys, if the Service Desk is resolving a few at once. This can be avoided by limiting the number of surveys that are sent, as shown below.
While in the Samanage app, go to Setup, in the top right corner.
Under the Setup page, select the Service Desk setup.
Scroll down to Customer Satisfaction Surveys
You can then decide how much time will pass once an incident has been resolved before the requester receives a survey. You can also limit the number of surveys that are sent to each requester by setting a by-day frequency. If for example the limit is set to one every three days, a user who has had three incidents resolved over two days will receive only one survey for both.
[hs_action id=”10236″]Tip of the Month: Service Desk Satisfaction Surveys Click To Tweet