User Survey
You can view, create and delete User Survey systems on ASM Core. Each survey system includes a set of rules about how the surveys are to be sent out.
Surveys can be automated based on a predefined threshold and closing or logging group criteria, or they can be sent on-demand/ad-hoc
There is no limit to the number and kind of survey systems you can have and you can do:
Quantitative Surveys
Qualitative Surveys
Mixed/Hybrid Surveys
Benefits
Conducting surveys directly from your ITSM system offers several benefits:
Direct Feedback for Service Improvement: It allows you to gather firsthand feedback on IT services, identifying areas of excellence and those requiring improvement.
Measuring User Satisfaction: Surveys serve as a tool to measure the satisfaction levels of your users, helping you understand their expectations and experiences.
Alignment with ITIL Practices: Integrating surveys within your IT service management processes aligns with ITIL best practices, enabling continuous service improvement.
Best Practices for Survey Frequency and Question Number
Frequency: Aim for a balanced frequency that gathers enough feedback without overwhelming respondents. Post-service resolution or quarterly surveys are effective strategies.
Number of Questions: Keep surveys short and focused. Ideally, 5-10 questions are sufficient to gather meaningful insights without causing survey fatigue.
Example Questions to Measure Specific Aspects of Your Services Delivery
Here are some example questions to include in your ITSM surveys, aimed at measuring specific areas:
Service Delivery Satisfaction: "How satisfied were you with the resolution time of your recent support request?"
Quality of Support: "On a scale of 1-10, how would you rate the knowledge and helpfulness of the support team?"
Ease of Access to Services: "How easy is it to request IT support through our portal?"
Overall Satisfaction: "Overall, how satisfied are you with the IT services provided?"
Improvement Areas: "What is one thing we could do to improve our IT services?"
Including these types of questions in your surveys will help you accurately gauge user satisfaction, identify areas for improvement, and align IT services with user expectations.
Analyzing Survey Questions: Quantitative vs. Qualitative
Quantitative Questions - Measurable/Numbers
Quality of Support: "On a scale of 1-10, how would you rate the knowledge and helpfulness of the support team?"
This question asks respondents to provide a numeric rating, making it quantitative as it yields measurable data.
Qualitative Questions - Descriptive/Categorical
Qualitative data is used to understand the underlying reasons, opinions, or motivations behind a phenomenon, adding depth and context that quantitative data alone might miss.
Improvement Areas: "What is one thing we could do to improve our IT services?"
This open-ended question encourages descriptive answers, collecting subjective data, thus it is qualitative.
Mixed/Hybrid Approach Questions
This approach is used to leverage the strengths of both data types, providing a more comprehensive understanding of a research problem.
Service Delivery Satisfaction: "How satisfied were you with the resolution time of your recent support request?"
Ease of Access to Services: "How easy is it to request IT support through our portal?"
Overall Satisfaction: "Overall, how satisfied are you with the IT services provided?"
These questions, while appearing to seek ratings (suggesting a quantitative approach), depend on the survey's response options. If they're based on a numeric scale or Likert scale (e.g., dissatisfied to satisfied), they're quantitative. If they solicit open-ended feedback, they become qualitative.
Combining Quantitative and Qualitative Questions in Surveys
Having both types of questions in the same survey can provide a balanced view, integrating measurable data with rich, descriptive insights for a comprehensive understanding.
Segregating them into different surveys might be beneficial when targeting specific feedback types separately, but generally, a mixed approach within the same survey enriches the data and actionable insights.
The scope and frequency of the surveys, and the fields contained within them, can be configured to obtain exactly the information wanted.
Automated Surveys
Surveys can be configured to send automatically based on the following Criteria:
According to the group that closed the call or request
According the the group that logged the request
By Organization
By Date Range
A specified percentage of the time/threshold
A specified number of days between surveys for each recipient
Ad-Hoc or On-Demand Surveys
Analysts also have the option to send ad-hoc surveys. Users are able to submit surveys that have been sent to them from the call or request in the Self-Service Portal.
User Surveys for Calls and Requests can be configured to be manually sent to any Closed Call or Request. Analysts can manage reminders to ensure survey completion and also bulk send surveys. End Users are able to complete the surveys directly within the Self Service Portal.
Creating a Survey System
Before you start
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window. Existing User Surveys are displayed in a browse table. You can adjust the column widths if required.
Select the Plus icon. This opens the New System window.
Type the name of the survey system
Choose whether the survey is for calls or requests
Click OK.
This opens the User Survey Details window.
If this will be a Manual User Survey - tick the Manual Survey Box.
Once all details have been completed, select the Save Icon. The names of all the current survey systems are displayed on this window, along with the final date from which closed calls are used to generate surveys for that system.
The User Survey Details Window
This window has three tabs:
Editing a Survey System
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window. Existing User Surveys are displayed in a browse table. You can adjust the column widths if required.
Select the system you want to edit and select the pencil icon.
This opens the User Survey Details window.
Make the necessary changes.
Save the changes.
Provide the Change Reasons if prompted to do so.
Deleting a Survey System
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window. Existing User Surveys are displayed in a browse table. You can adjust the column widths if required.
To delete an existing system, select the row and select the delete icon.
Save the changes.
Provide the Change Reasons if prompted to do so.
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