SmarterTrack 12.x Help

Surveys

This feature is only available to administrators using SmarterTrack Enterprise.

SmarterTrack's survey feature allows companies to solicit customer feedback that will give managers a better perspective into customer satisfaction and loyalty. Obtaining customer feedback in a timely and useable format helps to ensure that the company is meeting and exceeding customer expectations and gives insight into key changes that should be made to improve the overall success of the company.

With SmarterTrack, business owners and managers can create different surveys for each department or a single survey that's used for the company as a whole. Separate surveys can even be created for live chats and tickets, so questions can be crafted based on each type of interaction. Full reporting is available for managers and business owners, and agents will see their survey results displayed right on any completed ticket or live chat.

To view or manage surveys in the system, click the Settings icon. Then expand the Configuration folder and click Surveys in the navigation pane. A list of surveys will load in the content pane.

In general, the following columns are available:

  • Checkbox - Use these boxes to select multiple surveys. Surveys must be selected before choosing an action from the content pane toolbar.
  • Name - The name of the survey.
  • Surveys Offered - The number of times the survey has been offered to customers.
  • Surveys Answered - The number of times customers completed the survey.

Keeping track of the number of surveys completed versus the number offered can give insight into how successful a particular survey is received. If a low percentage of surveys are answered, it may be worthwhile to revisit the survey and make adjustments to try and gain a higher percentage of responses.

To view a survey, simply click a survey and it will display in the preview pane. If you would rather view the survey in a popup window, double-click the survey instead. Note: Double-clicking a survey also enables you to edit the survey.

To create a new survey, click New in the content pane toolbar. This will open the survey editor, which the administrator will use to create the new survey. For step-by-step instructions on how to create a survey, see the KB article Create a Survey. When creating a new survey or editing an existing one, the following tabs will be available:

Options

This tab allows the administrator to specify basic information regarding the survey. The available options are:

  • Survey Name - Type the name of the survey in this field.
  • Survey Link Text - This is the text that will appear at the bottom of a ticket or in an agent's signature, if these options are used.
  • Welcome Text - Type survey instructions or a welcome message in this field. The text will appear at the top of the survey when it is opened from a link. Note: Surveys displayed after a Live Chat session will instead show text from the "Custom Message After Live Chat" setting in each department.
  • Thank You Text - Type a closing message in this field. This customer will see this text after successfully submitting the survey when it was opened with a link. Note: This message will not be shown for a survey taken for a Live Chat, as the window closes immediately after submission.

Questions

This tab allows administrators to create, edit or modify the order of survey questions. If the administrator is editing a survey, a list of the current questions will load in the content pane.

In general, the following columns are available to the agent:

  • Checkbox - Use these boxes to select multiple questions. Questions must be selected before choosing an action from the content pane toolbar.
  • Move - Use these arrows to modify the order of survey questions.
  • Question - The text of the question being asked.
  • Question Type - The type of question (Yes/No, Rating, etc.).
  • Weight - A number assigned to each question that signifies the importance of the question. Questions with a higher weight are deemed more important and responses to such questions have a greater influence on the overall survey score.

If the administrator is creating a new survey, questions will need to be added using the Add Question button in the toolbar. The settings shown will vary based on the Question Type chosen. The settings shown per type are listed below:

Short Answer

  • Question - The text of the question that is being asked.
  • Required Question - Check this box if users should be required to answer the question in order to complete the survey.

Long Answer

  • Question - The text of the question that is being asked.
  • Required Question - Check this box if users should be required to answer the question in order to complete the survey.

Single Selection

  • Question - The text of the question that is being asked.
  • Weight - A number assigned that signifies the importance of the question. Questions with a higher weight are deemed more important and responses to such questions have a greater influence on the overall survey score. Note: You cannot associate a negative number with the weight.
  • Render As - This dictates how users will see the question displayed: Radio Buttons or a Drop Down List.
  • Required Question - Check this box if users should be required to answer the question in order to complete the survey.
  • Options (option : value) - Use this box to enter the options from which users can choose. Options should be listed on per line, with a value assigned to each. For example, your question may ask "How well did the agent have an understanding of the topic being discussed?" Your three options may be entered as such (one per line): "Very good understanding of topic : 10", "Mediocre understanding of topic : 5", "No understanding of topic : 1". By the values entered, you indicate that the "Very good" option has a greater positive impact on the overall survey result.

Multiple Selection

  • Question - The text of the question that is being asked.
  • Required Question - Check this box if users should be required to answer the question in order to complete the survey.
  • Options (one per line) - Use this box to enter the options from which users can choose. Options should be listed on per line.

Yes/No

  • Question - The text of the question that is being asked.
  • Weight - A number assigned that signifies the importance of the question. Questions with a higher weight are deemed more important and responses to such questions have a greater influence on the overall survey score.
  • No Value - Enter the value associated to a No answer. For example, your question may be "Did the agent have a good understanding of the topic of discussion?" Entering a value of 0 here will cause the survey score to be lower if the user chooses No.
  • Yes Value - Enter the value associated to a Yes answer. For example, your question may be "Did the agent have a good understanding of the topic of discussion?" Entering a value of 1 here will cause the survey score to be higher if the user chooses Yes.
  • Render As - This dictates how users will see the question displayed: Radio Buttons or a Drop Down List.
  • Required Question - Check this box if users should be required to answer the question in order to complete the survey.

Rating

  • Question - The text of the question that is being asked.
  • Weight - A number assigned that signifies the importance of the question. Questions with a higher weight are deemed more important and responses to such questions have a greater influence on the overall survey score.
  • Lower Limit - This is the lowest number on the rating scale.
  • Upper Limit - This is the highest number on the rating scale.
  • Required Question - Check this box if users should be required to answer the question in order to complete the survey.

Note: The difference between upper and lower limits cannot be greater than 20. In addition, make sure that the question is phrased so that the positive response is the higher score. (In other words, the upper limit equals the positive response and the lower limit equals the negative response.)