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Satisfaction Surveys on Incident Close

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In this lesson, you will learn:

  • Why ask callers
  • What makes a good survey
  • How the survey is triggered
  • How to read the results

🔁 Quick look back: Last time: ITSM Dashboards. You learned how to build the SNWR Service Desk Overview dashboard from reports and indicators.

1 “The numbers look good, but people are unhappy”

Daniel’s KPIs are green.

  • But Anita hears complaints in meetings.
  • Callers say agents close tickets too fast.
  • Nobody asked the callers.

🎯 The problem: KPIs show speed. They don’t show how callers feel.

👉 The fix: ask callers a short question when their incident is resolved.

2 SNWR’s survey

Key term: Survey

A short set of questions sent to people, like callers.

Key term: Trigger condition

The rule that decides when a survey is sent, like when an incident is resolved.

The SNWR Incident satisfaction survey. Question 1: How happy are you with how we fixed INC0010101? Rating 1 to 5. Question 2: Anything we could do better? Optional text. Notes: 1 Two questions only, so people answer. 2 Sent when the incident is resolved. 3 Low scores create a follow-up for Daniel.
Figure 1. Two questions. Sent when resolved.

3 Good survey rules

  • Two or three questions at most.
  • Don’t send more than one survey a month to the same person.
  • Act on low scores, and tell people what changed.

💡 Good to know: A score of 1 or 2 should create a follow-up for Daniel. That’s where you learn most.

4 Let’s try it: send the survey

  1. Open Survey › Survey Designer. Create SNWR Incident satisfaction with the two questions.
  2. Add a trigger condition: table Incident, when state changes to Resolved, send to the caller.
  3. Limit it to one survey per caller in 30 days.
  4. Resolve an incident for Sam. Impersonate Sam and answer the survey.
  5. Open the survey results and find Sam’s answer.

5 Quick recap

  • KPIs show speed; surveys show how people feel
  • Keep it to two or three questions
  • A trigger condition sends it on resolve
  • Limit how often one person gets it
  • Follow up on low scores

6 Check yourself

Think of your answer first. Then tap to check.

1 When is SNWR’s survey sent? Show answer

When the incident is resolved.

2 How many questions should it have? Show answer

Two or three at most.

3 Sam gives a score of 1. What happens? Show answer

A follow-up goes to Daniel.

4 Why limit surveys per person? Show answer

Too many surveys annoy people, and they stop answering.

Nice work! SNWR now hears from its callers. 🎉
Next up: The Continual Improvement Cycle

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