Check local laws governing automated surveys before enabling
the feature!
When this feature is enabled, a customer satisfaction
survey is automatically emailed to customers when their Issues are closed.
The email
with the attached survey is sent to the Customer in addition to the regular
notification email, based on the rules specified under Administration
| Workspace | Mail Preferences.
Surveys contain field data from the originating workspace
(as opposed to the Customer Survey workspace), but the field names in the
survey are all from the Customer Survey workspace and should be set there.
NOTE
A Customer Survey workspace does not count towards the limitation of three workspaces for owners of the Base Starter Pack. Additional survey workspaces will count towards the limitation. Contact your salesperson for details on obtaining the Extended Starter Pack.
Note
For the survey option to work correctly, outgoing email notification
must be enabled for the system (under Administration
| System | Email).
To enable this feature:
Select Administration
| Workspace | Automated Workflow | Survey from the FootPrints
Toolbar.
Place a check in
the box to enable this workspace to send Customer surveys.
Select whether you
want to have surveys tracked in a FootPrints
workspace associated with this workspace or if you want to create and use
your own survey.
Note
If you wish to use a FootPrints
Workspace, you must create that Workspace in advance using the Workspace Setup Wizard
and selecting the Customer Surveys template.
Track
Surveys in a FootPrints Workspace—A list of survey workspaces that have
been created and associated with this workspace is displayed in the Step 2: Configuration section.
Select a Workspace to Send the Surveys
to—You
must have another FootPrints Workspace already built if you
want FootPrintsto track the survey results. Use the Customer
Survey workspace template from the Workspace Setup Wizard to create this workspace.
You can create a new workspace using the Administration
| System | Workspaces | Create A New Workspace option. Step 4b
of the Workspace Setup Wizard allows you to setup all the survey options
for this workspace. A template is created for the survey workspace that
is attached to the survey email. When the customer fills this template
out and submits it, the results automatically go into the survey workspace.
Create
and track your own survey—If you choose to Create and Track Your Own Survey, FootPrints only generates the email for the survey or generates the email that contains an additional file for the survey. If you click on "Track surveys in a FootPrints workspace", the first option under Step 2: Configuration is the option to choose a valid FootPrints Survey Workspace. If you choose "Create and track your own survey" the first option under Step 2: Configuration is for the "Reply Address for Surveys". You can ask the questions in the actual outgoing message or you can ask the questions in an attached file. The answers are returned to the "Reply address for survey emails" that you specified. At this point, FootPrints does not take any further action with these results. It is up to you to determine who is responsible for the incoming survey results and how they would be handled/correlated. In short, choosing to create and track your own survey means that you are using FootPrints to determine when to send a survey and with what questions, however you are not using FootPrints to correlate the responses or store them.
Reply
address for survey email—Enter
the email address to which replies to survey emails should be sent.
In Step 4 you may have set up the survey results to go into another Workspace.
You may also want the replies to the survey email to go into this Workspace.
In that case, use the email address for this other Workspace. Incoming
email address can be set up on the Administration
| System | Email page. Also, you may not want FootPrints
to track the survey results at all. Enter the email address to which
you want people to send email when they reply to the survey email.
This address can belong to a person who is responsible for reading the
survey results or to another application’s email address.
Attach
File—If you are not tracking your survey results in a FootPrints Workspace, you must create
the survey outside of FootPrints and then attach it here if you
want a survey attached to your survey email. Only .txt and .html
files are supported. Options are also provided to update attachment.
Step 2: Configuration
Subject of the survey email—Enter a subject
line for the survey email.
Custom
Message—The
text entered here is included in the body of the survey email. Certain
keywords can be used that are automatically replaced by their associated
values once the email is sent. Click the Click
here link to view a list of keywords.
Step 3: Survey Criteria—Select
when to send customer surveys:
Send surveys for Issues with Closed Status - When selected, Step 4: Frequency displays options that are appropriate for sending surveys based on the Issue status.
Send surveys for Issues based on Escalation Rule(s) - When selected, Step 4: Frequency displays options appropriate for sending surveys based on an escalation rule.
An Add New Escalation link allows you to create an escalation rule on the fly. Clicking the link displays the page for setting up an escalation rule.
Step 4: Frequency
If sending surveys based on status.
Send surveys each time Issues get Closed
Customers have a 1 in X chance of receiving a survey if they haven't received a survey in the last Y months.
Select
the values for X and Y.
For
X: Choosing a value of 2 for X does not mean that a survey email
is sent for every other issue that is closed. It
means that each issue closed has a 1 in 2 (50%) chance of resulting in
a survey email.
For
Y: Indicate how often customers are allowed to receive surveys.
You may not want the same customer to receive more than one survey in
a 1, 3, 6, or 12 month period.
Allow on demand surveys - Checking this box adds a checkbox to the create/edit Issue screen to send the survey when the Issue is submitted regardless of other choices in this section and regardless of status.
Note
You may want to send a survey for every issue that is closed,
but only if that person has not received one in the past 1, 3, 6, or 12
months. Use the second option and set the value of Y to 1 so that
each closed issue has a 1 in 1 chance of sending a survey email.
Step 5: Miscellaneous
Send surveys to customers and agents- Leave unchecked to send surveys to customers only or check this box to have surveys sent to both customers and agents.
Send
surveys to all linked customers when a Global Issue is resolved.
This option
can be selected regardless of when surveys are being sent out.
Include
Javascript data validation on surveys and HTML Forms. This
option can be turned off so that the Javascript validation is not included.
Allow anonymous survey submissions - When the survey is returned, it comes back with the original issue information deleted.
Enter your password in the Apply Changes section
and click Save.