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Periodic Survey is a method of measuring the Customer satisfaction related to the support and services provided by an organization. The Periodic Survey matrix helps in understanding the Customer purchase intentions and loyalty. This helps in taking effective measures to retain the customer. You can configure the Periodic Survey for a specific time frame and send it to the End Users.

To configure Periodic Survey:

  1. Select Admin > Basic > Infrastructure > Periodic Survey. The PERIODIC SURVEY page is displayed.
  2. Click ADD NEW on the ACTIONS panel.
  3. Specify the required information under General tab. For information about the fields of the General tab.

    PERIODIC SURVEY
    Figure: PERIODIC SURVEY - General

    Field Description

    The following table describes the fields on the General tab:

    Field

    Description

    Survey Name

    Type in a name for the Periodic Survey.

    Status

    Select a Status in the drop-down list.

    Start Date

    Specify the Survey Start Date.

    End Date

    Specify the Survey End Date.

    Reminder

    Select the Reminder period in the drop-down list.

    Admin Access

    Type in the name of the person to whom you want to provide Admin Access. To search for a user, click the Search icon. The selected user(s) can modify the Survey.

    Anonymous

    If selected, the configured list of users are not displayed in PERIODIC SURVEY LIST page.

  4. Click NEXT to navigate to the Target Audience tab.

  5. Specify the required information under Target Audience tab. For information about the fields of the Target Audience.

     Target Audience
    Figure: PERIODIC CSAT - Target Audience

    Field Description

    The following table describes the fields on the Target Audience tab:

    Field

    Description

    Location

    Select Location in the drop-down list.

    Customer

    Select Customer in the drop-down list.

    Tenant (Users who have logged Incidents)

    Select a Tenant for Users who have logged Incidents in the drop-down list.

    Tenant (Users who have logged SRs)

    Select a Tenant for Users who have logged SRs in the drop-down list.

    User

    Select a User. You can select multiple users.

    Multiple User

    The Email IDs typed in Email ID field if registered in SummitAI application, are auto populated in this field.

    Email ID

    Type in the Email ID. You can specify multiple Email IDs.

  6. Click NEXT to navigate to the Questions tab.
  7. Click SUBMIT.
  8. Click ADD NEW QUESTIONS on the ACTIONS panel. The FEEDBACK QUESTIONS page is displayed.
  9. On the FEEDBACK QUESTIONS page, specify the required details and click SUBMIT. For information about the fields of the FEEDBACK QUESTIONS page.

    FEEDBACK QUESTIONS page
    Figure: PERIODIC SURVEY - FEEDBACK QUESTIONS page

    Field Description

    The following table describes the fields on the FEEDBACK QUESTIONS page:

    Field

    Description

    Question

    Type in the question.

    Question Group

    Select the group in the drop-down list. The question is added under the selected group.
    To add a group:

    1. Click ADD GROUP on the FEEDBACK QUESTIONS page.

      FEEDBACK QUESTIONS
      Figure: FEEDBACK QUESTIONS

    2. Under the ADD/UPDATE GROUPS, specify the required details and click SUBMIT.

    Field Description:

    The following table explains the fields under the ADD/UPDATE GROUPS of the FEEDBACK QUESTIONS page.

    Field

    Description

    Group Name

    Type in the name of the Group.

    Active

    If this check box is selected, the Group is active.

    Sort Order

    Type in the Order of the Group. The Group is displayed on the FEEDBACK page as per the specified Group.

    Actions

    Click   to edit the values of the Group.

    Click   to delete the Group.

    Click   to add a new Group.

    Note: The Delete icon is displayed only on the last Rating.

    Question Type

    Select the type of question in the drop-down list. Following are the available options:

     Star Rating

    If selected, Star is displayed for this question on the FEEDBACK page. On selecting the Star Rating, the following fields are displayed.

    Fields

    Description

    Option Button

    Select the required option button. The available options are:
    Star
    Heart
    Smile

    Are Comments Required ?

    Select the required option to configure the question as mandatory. The available options are:
    Not Applicable: If selected, the comments for the question are configured as optional.
    Mandatory for Poor Rating: If selected, the comments for the question is configured as mandatory for poor rating.
    Mandatory: If selected, the comments for the question is configured as mandatory.

    Rating Configuration

    Answer Type

    Displays the Rating Type. You can add up to ten Stars.

    Answer

    Type in the equivalent meaning of the rating.

    Rating Color

    Select the color of the rating. The same is displayed when the End User selects the rating.

    Rating

    Enter the rating value. This value is considered to calculate the Average Rating.

    Poor Rating

    Select the check box to configure the rating as poor.

    Actions

    Click  to edit the values of the rating.

    Click  to delete the rating.

    Clickto add a new rating.

    Note: The Delete icon is displayed only on the last Rating.

     Smiley

    If selected, Smiley is displayed for this question on the FEEDBACK page. On selecting the Smiley, the following fields are displayed.

    Fields

    Description

    Are Comments Required ?

    Select the required option to configure the question as mandatory. The available options are:
    Not Applicable: If selected, the comments for the question is configured as optional.
    Mandatory for Poor Rating: If selected, the comments for the question is configured as mandatory for poor rating.
    Mandatory: If selected, the comments for the question is configured as mandatory.

    Rating Configuration

    Answer Type

    Displays the Rating Type.

    Answer

    Type in the equivalent meaning of the Smiley.

    Rating Color

    Select the color of the rating. The same is displayed when the End User selects the rating.

    Rating

    Enter the rating value. This value is considered to calculate the Average Rating.

    Poor Rating

    Select the check box to configure the smiley as poor.

    Actions

    Click  to edit the values of the rating.


     Thumbs Up/Down

    If selected, Thumbs Up/Down is displayed for this question on the FEEDBACK page. On selecting the Thumbs Up/Down, the following fields are displayed.

    Fields

    Description

    Are Comments Required ?

    Select the required option to configure the question as mandatory. The available options are:
    Not Applicable: If selected, the comments for the question is configured as optional.
    Mandatory for Poor Rating: If selected, the comments for the question is configured as mandatory for poor rating.
    Mandatory: If selected, the comments for the question is configured as mandatory.

    Rating Configuration

    Answer Type

    Displays Rating Type.

    Answer

    Type in the equivalent meaning of the rating.

    Rating Color

    Select the color of the rating. The same is displayed when the End User selects the rating.

    Rating

    Enter the rating value. This value is considered to calculate the Average Rating.

    Poor Rating

    Select the check box to configure the rating as poor.

    Actions

    Click  to edit the values of the rating.

     Drop-Down List

    If selected, Drop-down list is displayed for this question on the FEEDBACK page. On selecting the Drop-down list, the following fields are displayed.

    Fields

    Description

    Are Comments Required ?

    Select the required option to configure the question as mandatory. The available options are:
    Not Applicable: If selected, the comments for the question is configured as optional.
    Mandatory for Poor Rating: If selected, the comments for the question is configured as mandatory for poor rating.
    Mandatory: If selected, the comments for the question is configured as mandatory.

    Rating Configuration

    Answer Type

    Displays Rating type.

    Answer

    Type in the options of the Drop-down list.

    Rating

    Enter the rating value. This value is considered to calculate the Average Rating.

    Poor Rating

    Select the check box to configure the rating as poor.

    Actions

    Click to edit the values of the rating.
    Click to delete the rating.
    Click  to add a new rating.

     Multi-Select

    If selected, Check Box is displayed for this question on the FEEDBACK page. On selecting the Multi-Select  the following fields are displayed.

    Fields

    Description

    Are Comments Required ?

    Select the required option to configure the question as mandatory. The available options are:
    Not Applicable: If selected, the comments for the question is configured as optional.
    Mandatory: If selected, the comments for the question is configured as mandatory.

    Rating Configuration

    Answer Type

    Displays Rating type.

    Answer

    Type in the name of the check box.

    Actions

    Click to edit the values of the rating.

    Click  to delete the rating.

    Click   to add a new rating.

     Radio Button

    If selected, Option buttons are displayed for this question on the FEEDBACK page. On selecting the Radio Buttons the following fields are displayed.

    Fields

    Description

    Are Comments Required ?

    Select the required option to configure the question as mandatory. The available options are:
    Not Applicable: If selected, the comments for the question is configured as optional.
    Mandatory for Poor Rating: If selected, the comments for the question is configured as mandatory for poor rating.
    Mandatory: If selected, the comments for the question is configured as mandatory.

    Rating Configuration

    Answer Type

    Displays Rating type.

    Answer

    Type in the name of the radio button.

    Rating

    Enter the rating value. This value is considered to calculate the Average Rating.

    Poor Rating

    Select the check box to configure the rating as poor.

    Actions

    Click to edit the values of the rating.

    Click   to delete the rating.

    Click   to add a new rating.

     Text Box

    If selected, a text box is displayed for this question on the FEEDBACK page.

     Text Area

    If selected, Text area is displayed for this question on the FEEDBACK page.

     Likert Scale

    Likert Scale allows the End Users to express how much they agree or disagree with the products or services of an organization. If selected, Likert Scale is displayed for this question on the FEEDBACK page. On selecting the Likert scale, the following fields are displayed.

    Fields

    Description

    Likert Scale

    Detractors, Passives and Promoters: Select the values in the list. Based on the configuration you select, the user will be categorized as a Detractors, Passives or Promoter. For example, if you select Detractor value as 0 to 6, and the End user rates 5, he will be categorized as a Detractor.

    Rating Configuration

    Answer

    Displays the Answer as per the configuration in the Actions panel.

    Rating

    Displays the rating value. This value is considered to calculate the average rating.

    Behavior

    Displays the user type based on the configuration you select in Likert Scale.

    Actions

    Click  to edit the values of the Answer.

    Is it Mandatory Question ?

    Select the check box to configure the question as mandatory.

    Active

    If selected, the question becomes Active.

ACTIONS

This section explains all the icons on the ACTIONS panel of the PERIODIC SURVEY page:

 SHOW LIST

Click SHOW LIST to display the LIST table showing all the configured Periodic SurveysTo edit a Survey, click the Survey Name. Make appropriate changes and click SUBMIT.

PERIODIC SURVEY
Figure: PERIODIC SURVEY - LIST

Note:

When the configured Periodic Surveys are displayed under the LIST table, the ADD NEW icon is displayed on the ACTIONS panel. Click ADD NEW to configure a new Periodic Survey.

 RELATED CSATS

Click RELATED SURVEYS to display the Periodic Surveys copied from this Periodic Survey.

RELATED SURVEYS
Figure: PERIODIC SURVEY - RELATED SURVEYS

Field Description

The following table describes the fields on the RELATED SURVEYS page:

Field

Description

CSAT Name

Displays the name of the Survey.

Status

Displays the Status of the Survey.

Start Date

Displays the Start Date of the Survey.

End Date

Displays the End Date of the Survey.

Created Date

Displays the Created Date of the Survey.

 COPY CSAT SURVEY CONFIGURATION

Click COPY SURVEY CONFIGURATION to create a new Periodic survey by copying the Periodic survey configuration from this Periodic Survey.

COPY SURVEY CONFIGURATION
Figure: PERIODIC SURVEY - COPY SURVEY CONFIGURATION

 RECIPIENT LIST

Click RECIPIENT LIST icon to view the list of recipients for the configured Periodic Survey.

RECIPIENT LIST
Figure: PERIODIC SURVEY - RECIPIENT LIST

Field Description:

The following table describes the fields of the RECIPIENT LIST page.

Field

Description

User Name

Displays the name of the User.

E-mail ID

Displays the E-mail ID of the User.

Status

Displays the status of the Periodic Survey.

Average Rating

Displays the average rating given by the User.

 SEND NOTIFICATION

Click SEND NOTIFICATION to send the survey link to the User's E-mail ID.

Note:

SEND NOTIFICATION icon is enabled only if the Anonymous check box is selected and Status of the Periodic Survey is Published.


Compose e-mail
Figure: SEND NOTIFICATION: Compose e-mail page

  

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