This article applies to recent versions of SmarterTrack. View articles for SmarterTrack 12.x and earlier.

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. Surveys can run the gamut from offering ratings, written feedback and more and can be attached to tickets or live chats. Surveys can even be sent using the powerful Event System within SmarterTrack. 

Follow these steps to create a Survey:

  1. Log in to the SmarterTrack management interface as a System Administrator.
  2. Click on the Settings icon.
  3. Under the Configuration header, click Surveys. A list of existing surveys will load in the content pane.
  4. Click the New button in the content pane toolbar. A pop up window will open.
  5. Click the Options tab. Use this tab to specify the Survey Name and edit the Survey Link Text that can be used if inserted into tickets, and the Welcome Text and Thank You Text that appears before and after the customer completes the Survey.
  6. Next, click the Questions tab.
  7. Click the Add Question button 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 the OK button to save your question.
  10. Repeat steps 7-9 to add more questions.
  11. Once your Survey is ready to use, click the Save button.

Your survey is now ready to use!

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

 

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