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Customer Surveys

Search and show results of surveys

Using the Customer Surveys Tab

The Submissions tab of the Survey Author Console allows you to:

  • Search for and view the status of Surveys sent and/or completed.
  • For forms processing, you can also accept or reject a submission, add notes and other information.
  • Send a new request to another participant or generate a new surveyto capture results through phone interviewing or other methods.
  • Fill out sent surveys.
  • Resend existing surveys.

Search for Surveys

Searching for submissions is done one of two ways. First using the drop-down search menu above the table. Second using the advanced search button. The search drop-down list is limited, but will cover most searches as you are devoloping and testing your survey template. The Advanced Search button has many more options, and is useful once your survey template is in production and has many more surveys.

Example of basic Submissions tab:

customer surveys tab basic.JPG

Search drop-down list has the following options: Company ID, Company Name, Contact Value-Phone/Email, Last Name, Originating ID, Show All, Status, Submission ID, and Validation Status.

for+ requires values for the all of the values of the Search drop-down.

Search/Clear allows you to start the search or clear and start over.

View button will show you answers and attributes of the selected survey.

Complete button will open the selected survey to the last competed page. This button is not available if the survey has been completed.

(Re)Send button allows you to send targeted surveys to the designated customer.

Delete removes the survey and all of its associated answers.

NOTE: Deleted surveys cannot be retrieved.

Send New allows you to send a targeted survey to a specific customer. Clicking the button brings up the following dialog:

send new dialog.JPG

First Name, Last Name, and Email are required.

Advanced Search brings up a more comprehensive search dialog:

customer surveys advanced search.JPG

The Category is set and cannot be changed. The Survey Name is set to the current survey template, but can be changed. Other important fields include Sent Date date range, and the Add: Answer Value and Base Value to create your own qualification.

View a Customer Submission

You can view the answers of an existing survey via the Submissions tab.  Any survey whose status is either “In Progress” or “Completed” can be viewed.

Example of Submission Dialog:

customer surveys tab submission.JPG

Along the top of the dialog are basic fields for the survey, and a selection of attrubutes.

The main tab displays answers for the survey. The other tabs show attributes, and notification information.

Sending a Message

From the Submissions dialog, you can send a new message for this survey.  This will send a custom email message to any email address.

Click on Send Message.  A dialog will open.  Fill out the appropriate fields, and an email will be sent to the intended recipient.

Export/Print the Request

From the Submissions dialog, you can export or print the answers via an included Crystal Report. 

Click on Export/Print.  A dialog will appear with the information from the customer survey.  This data can be printed or exported from this dialog.

NOTE: If using Remedy’s Mid-Tier, you must have Crystal Enterprise installed and configured to view Crystal reports over the web.  Crystal Enterprise is a separate licensed product.  See your Remedy AR System documentation for more information.

For clients viewing survey results via the Mid-tier without Crystal Enterprise, the report that is shown is a simple AR System report listing the answers.