Service feedbacks are documents that are used to solicit feedback from customer and users. The feedback is regarding their satisfaction level with identified parameters of a service.
The feedback helps the service providers get a better understanding about their services. Identifying the trends in satisfaction levels allows the service provider to develop an action plan for a continuous improvement.
Service feedback surveys are sent out at fixed intervals, as scheduled by the application administrator. You can submit your feedback from the Self-Service user interface. You can also use the direct URL link in the feedback schedule notification.
The administrator can disable feedback surveys for individual contacts, user groups, or organizations. If you are part of a group that is disabled, you do not receive any feedback surveys.
Every feedback survey has a fixed schedule. You cannot respond to a survey after the schedule has expired. In some cases, it is possible that the schedule has been aborted before it is complete. In such cases too, you cannot respond to the survey, though you have received a notification about it.
You can view the feedback requests and can submit your feedback on the Outstanding Items page.
Follow these steps:
- Click WORKSPACES, SERVICE DESK, Outstanding Items and scroll down to the Feedback section.
- Click the Expand icon against a feedback request to view the feedback survey.
- Provide your response to the survey questions and click Submit.
The feedback request moves out of your queue.
Your administrator can set certain feedback surveys as anonymous. Your administrator can also allow you to submit a response multiple times, as long as the schedule is active. In such cases, the survey shows as Pending in your Outstanding Items list even after you have submitted your response. The status of all anonymous feedback surveys is displayed as Pending as long as their schedule is active. If multiple responses are not allowed, you can view only a Read Only version of the survey, though the status is Pending.
If you receive a notification with the direct URL link to the feedback survey, click the URL link. The survey form opens as a webpage. Fill up the survey form and can submit it online.
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