Configuring Periodic Survey

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.
   
   
   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.
   
   
   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.
   
   
   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: Click ADD GROUP on the FEEDBACK QUESTIONS page. Figure: FEEDBACK QUESTIONS 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: