User Survey Screen Set
You can define User Survey screen sets. These are then selected when you define the content for User Surveys. You can create, update, delete, and restore User Survey screen sets.
When you build a survey screen, you need to determine if this will be a qualitative survey, or quantitative. Apart from the different field types, building a survey screen is the same as building any other screen.
Qualitative Surveys
Qualitative surveys focus on gathering non-numerical data to understand concepts, thoughts, or experiences. Through open-ended questions, they allow for in-depth insights into the subject matter.
Use Qualitative Surveys when aiming to improve or innovate IT services. They help understand user experiences, pain points, and satisfaction levels in depth. For instance, when launching a new IT tool within the organization, qualitative surveys can provide rich insights into how users interact with the tool and any challenges they face.
A qualitative survey is just as important as a quantitative because it allows for users to communicate directly with you, the organization in plain language. This can often be far more revealing than quantitative surveys. Have you ever taken a survey and just put the neutral answers on every question just so you could be done with it?
The data from these surveys is available from ASM and can easily be sent to the tool of your choice for advanced analysis such as word mapping.
Fields available for qualitative analysis:
Data String 1-12. These are string fields, limited to 255 Characters.
Data Int 1-12. Numbers only – no text. Negative numbers are allowed.
Data Float 1-12. This field can store fractional data.
Data Memo 1-12. A memo field, sometimes referred to as a text field or a memo data type, is used to store large amounts of textual data. Unlike string fields, which have a fixed length, a memo field can store variable-length text data, typically allowing for much longer content to be stored. Memo fields are often used for storing paragraphs of text, notes, or other lengthy descriptions.
Data Date 1-12. Displays a date control to capture key date values from the Survey participant.
Benefits:
Deep Understanding: Provides comprehensive insights into feelings, attitudes, and behaviors.
Flexibility: Respondents can express their thoughts freely, offering unexpected insights.
Drawbacks:
Analysis Complexity: Responses are harder to categorize and quantify for analysis.
Time-Consuming: Collection and analysis of data require more time and resources.
Quantitative Surveys
A quantitative survey is perhaps what you are most familiar. Quantitative surveys capture responses on a scale of 1-10, generally, and you are then able to build reports and dashboards that quantitatively aggregate responses to give you a very good idea of the results of what you are measuring. Typically, we call this the CSAT, or Customer Satisfaction Score.
Quantitative surveys collect numerical data that can be quantified. Use Quantitative Surveys for measuring the performance of IT services, compliance with SLAs, or tracking improvements over time. They are valuable in assessing the effectiveness of IT interventions, user satisfaction scores, or adoption rates across a large user base. For example, after implementing a change in the IT help desk process, a quantitative survey can quantify the impact on resolution times and user satisfaction.
Fields available for quantitative analysis:
Data Scale 1-10
Data Yes/No (String) 1-10 This data is stored as a string in the Database
Data Checkbox 1-10. This data is stored as a 1 or 0 value (True or False) in the Database
Benefits:
Statistical Significance: Enables the measurement of data statistically to represent the larger population.
Quick and Cost-Effective: Easier to administer to a large group and straightforward in analysis.
Drawbacks:
Limited Depth: May not provide deep insights into the respondents' feelings and motivations.
Inflexibility: Fixed responses may not capture the full range of respondent opinions.
The Default Quantitative Scale - Data Scale 1-10
When working with quantitative survey questions, the scale cannot be changed. You can remove options from the control in screen designer that you do not want to use. ASM enters the value selected into the relevant column in the database.
By default, the quantitative scale values (Data Scale 1-10) represent a numerical value from 1-10. The value selected by the user/survey participant for that question on that survey is entered into the database Survey results table. So, if you remove options 6-10, the highest value you will ever see in your data would be, 5. You cannot change the default scale, you can only remove options from the scale in designer so they cannot be picked.
Keep this in mind if you alter quantitative surveys at a later date. Changing the parameters of the quantitative questions could negatively impact your aggregations and analysis if the values of the scale change. It would be best to create a new survey system and deprecate the old one.
Ensure that when you build your Dashboards and Reports for CSAT, you prepare aggregations that are illustrating the actual weight of responses. A 3 on a scale of 1-10 is very different from a 3 on a scale of 1-4.
Creating a User Survey Screen Set
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.
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey Screen Set to open the window. A list of existing screen sets is displayed. To view deleted screen sets, select the Show Deleted radio button.
Select the row to display the User Survey Screen Set Details window.
Complete the details.
Name | Type the name you wish to specify for this User Survey screen set. This field is mandatory. |
Call/Request Screen Set | Use the drop-down list to select a screen set. This determines which fields will be available for use in the User Survey screens in the User Survey screen set. This field is mandatory. |
The Screens browse table displays all the screens and message templates in the screen set. By default, a new User Survey screen set inherits the screens and templates in the default screen set, User Survey. If you have permission to configure screens using ASM Designer, you can do so by selecting Open Designer.
Select Save. You are returned to the User Survey Screen Sets window.
Updating a User Survey Screen Set
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey Screen Set to open the window. A list of existing screen sets is displayed. To view deleted screen sets, select the Show Deleted radio button.
From the browse table, select the screen set entry you want to update. (You cannot update a deleted screen set.)
Select the Edit icon.
Update the details as necessary.
Save the changes. Provide the Change Reasons if prompted to do so.
Deleting a User Survey Screen Set
Deleting a screen set also deletes its custom screens. These are displayed in the inactive list of screens shown in ASM Designer, and designated as [Deleted].
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey Screen Set to open the window. A list of existing screen sets is displayed. To view deleted screen sets, select the Show Deleted radio button.
From the browse table, select the screen set entry you want to delete.
Select the Delete icon.
If you attempt to delete the system default, you will receive a warning message.
A warning message window appears. Select Yes to delete the selected call screen set or No to cancel your action.
Save the changes. Provide the Change Reasons if prompted to do so.
Restoring a User Survey Screen set
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey Screen Set to open the window. A list of existing screen sets is displayed.
Select the Show Deleted option.
From the browse table of deleted entries, select the screen set entry you wish to restore.
Select the Restore Icon. The restored screen set appears when you select the Show Active option.
Save the changes. Provide the Change Reasons if prompted to do so.
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