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:

Navigate to Admin > Infrastructure > General > Periodic Survey. The Periodic Survey page is displayed.
Click Add New on the right action panel.
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.

Click NEXT to navigate to the Target Audience tab.
Specify the required information under Target Audience tab. For information about the fields of the Target Audience.

Figure: Periodic Survey - 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 the application, are auto populated in this field.
Email ID	Type in the Email ID. You can specify multiple Email IDs.

Click NEXT to navigate to the Questions tab.
Click SUBMIT.
Click Add New Questions on the right action panel. The Question page is displayed.
On the Question page, specify the required details and click Submit.

Figure: Periodic Survey - Question page

Field Description

The following table describes the fields on the Question 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 Question page.
  
  Figure: Question - Add Group
2. Under the Add Group, specify the required details and click Submit.

Field Description:.

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 Question 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 Question 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 Question 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 Question 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 Question 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 Question 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 Question page.

Text Area

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

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 Surveys

Click Related Surveys to display the Periodic Surveys copied from this Periodic Survey.

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 Survey Configuration

Click Copy Survey Configuration to create a new Periodic survey by copying the Periodic survey configuration from this Periodic Survey.

Recipient List

Click Recipient List icon to view the list of recipients for the configured Periodic Survey.

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.