SmarterTrack's survey feature allows companies to request customer feedback, giving managers the ability to gauge customer satisfaction and perception of the company. The survey feature can also be used to evaluate an agent's ability to resolve a customer's issue to the customer's satisfaction.

Applies to SmarterTrack Enterprise 11.x-12.x

Follow these steps to create a survey in SmarterTrack:

  1. Login to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the configuration folder in the navigation pane. Then click Surveys. A list of existing surveys will load in the content pane.
  4. Click New in the content pane toolbar.
  5. Click the Options tab. Use this tab to specify the name of the survey and edit the text that appears before and after the customer completes the survey.
  6. Click the Questions tab.
  7. Click Add Question from the toolbar.
  8. To specify the question type, select the appropriate option from the list.
    • If the question type is short or long answer, type the text of the question in the Question field and specify whether the question is required.
    • If the question is single selection, type the text of the question in the Question field, assign a weight to the question, choose how the options will be rendered, and specify whether the question is required. Then type the options and their associated values in the text box, making sure each option is on a separate line. NOTE: You cannot associate a negative number with the weight.
    • If the question type is multiple selection, type the text of the question in the Question field and specify whether the question is required. Then type the options in the text box, making sure each option is on a separate line.
    • If the question type is yes/no, type the text of the question in the Question field, assign a weight to the question, assign a numerical value to the No and Yes responses, choose how the options will be rendered, and specify whether the question is required.
    • If the question type is rating, type the text of the question in the Question field, assign a weight to the question, specify the upper and lower limits, and specify whether the question is required. 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.)
  9. Click OK.
  10. Repeat steps 7-9 to add more questions.
  11. Click Save.

Applies to SmarterTrack Enterprise 6.x - 10.x

Follow these steps to create a survey in SmarterTrack:

  1. Log in to SmarterTrack management interface as an administrator.
  2. Click the settings icon.
  3. Expand the System Settings and Setup folders in the navigation pane. Then click Surveys. A list of existing surveys will load in the content pane.
  4. Click New in the content pane toolbar.
  5. Click the Options tab. Use this tab to specify the name of the survey and edit the text that appears before and after the customer completes the survey.
  6. Click the Questions tab.
  7. Click Add Question from the toolbar.
  8. To specify the question type, select the appropriate option from the list.
    • If the question type is short or long answer, type the text of the question in the Question field and specify whether the question is required.
    • If the question is single selection, type the text of the question in the Question field, assign a weight to the question, choose how the options will be rendered, and specify whether the question is required. Then type the options and their associated values in the text box, making sure each option is on a separate line. NOTE: You cannot associate a negative number with the weight.
    • If the question type is multiple selection, type the text of the question in the Question field and specify whether the question is required. Then type the options in the text box, making sure each option is on a separate line.
    • If the question type is yes/no, type the text of the question in the Question field, assign a weight to the question, assign a numerical value to the No and Yes responses, choose how the options will be rendered, and specify whether the question is required.
    • If the question type is rating, type the text of the question in the Question field, assign a weight to the question, specify the upper and lower limits, and specify whether the question is required. 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.)
  9. Click OK.
  10. Repeat steps 7-9 to add more questions.
  11. Click Save.

For more information, please refer to the Surveys page in the SmarterTrack Online Help.

 

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