Customer Survey

Important

Check local laws governing automated surveys before enabling the feature!!!

When this feature is enabled, a customer satisfaction survey is automatically emailed to customers when their Issues are closed.  The email with the attached survey is sent to the Customer in addition to the regular notification email, based on the rules specified under Administration | Project | Mail Preferences.

Surveys contain field data from the originating project (as opposed to the Customer Survey project), but the field names in the survey are all from the Customer Survey project and should be set there.

Note

For the survey option to work correctly, outgoing email notification must be enabled for the system (under Administration | System | Email). 

To enabled this feature:

1. Select Administration | Project | Automated Workflow | Survey from the FootPrints Toolbar.
2. Place a check in the box to enable this project to send Customer surveys.
3. Choose whether you want to have surveys tracked in a FootPrints project associated with this project or if you want to create and use your own survey.

Note

If you wish to use a FootPrints Project, you must create that Project in advance using the Project Setup Wizard and selecting the Customer Surveys template.

• Track Surveys in a FootPrints Project—If you select this option, a drop-down list of survey projects that have been created and associated with this project is displayed in the Step 2: Configuration section.  
• Choose a Project to Send the Surveys to—You must have another FootPrints Project already in built if you want FootPrints to track the survey results.  Use the Customer Survey project template from the Project Setup Wizard to create this project.  You can create a new project using the Administration | System | Projects | Create A New Project option.  Step 4b of the Project Setup Wizard allows you to setup all the survey options for this project.  A template is created for the survey project that is attached to the survey email.  When the customer fills this template out and submits it, the results automatically go into the survey project.
• Create and track your own survey—If you select this option, you have the following option in the Step 2: Configuration section:
• Reply address for survey email—Enter the email address to which replies to survey emails should be sent.  In Step 4 you may have set up the survey results to go into another Project.  You may also want the replies to the survey email to go into this Project.  In that case, use the email address for this other Project.  Incoming email address can be set up on the Administration | System | Email page.  Also, you may not want FootPrints to track the survey results at all.  Enter the email address to which you want people to send email when they reply to the survey email.  This address can belong to a person who is responsible for reading the survey results or to another application’s email address.
• Attach File—You may not be tracking your survey results in another FootPrints Project.  You must create the survey outside of FootPrints and then attach it here if you want a survey attached to your survey email.  Only .txt and .html files are supported. Options are also provided to replace the attachment you've attached previously or to delete the attachment.

4. Step 2: Configuration
5. Subject of the survey email—Enter a subject line for the survey email. 
6. Custom Message—The text entered here is included in the body of the survey email.  Certain keywords can be used that are automatically replaced by their associated values once the email is sent.  Click the Click here link to view a list of keywords.
5. Step 3: Survey Criteria—Select when to send customer surveys:
6. Send surveys for Issues with Closed Status - When selected, Step 4: Frequency displays options that are appropriate for sending surveys based on the Issue status.
7. Send surveys for Issues based on Escalation Rule(s) - When selected, Step 4:  Frequency displays options appropriate for sending surveys based on an escalation rule.
8. An Add New Escalation link allows you to create an escalation rule on the fly. Clicking the link displays the page for setting up an escalation rule.
6. Step 4: Frequency

4. If sending surveys based on status.
5. Send surveys each time Issues get Closed
6. Customers have a 1 in X chance of receiving a survey if they haven't received a survey in the last Y months.  Select the values for X and Y.
7. For X: Choosing a value of 2 for X does not mean that a survey email is sent for every other issue that is closed.  It means that each issue closed has a 1 in 2 (50%) chance of resulting in a survey email.
8. For Y: Indicate how often customers are allowed to receive surveys.  You may not want the same customer to receive more than one survey in a 1, 3, 6, or 12 month period.
9. Allow on demand surveys - Checking this box adds a checkbox to the create/edit Issue screen to send the survey when the Issue is submitted regardless of other choices in this section and regardless of status.

Note

You may want to send a survey for every issue that is closed, but only if that person has not received one in the past 1, 3, 6, or 12 months.  Use the second option and set the value of Y to 1 so that each closed issue has a 1 in 1 chance of sending a survey email.

• Step 5: Miscellaneous
• Send surveys to customers and agents- Leave unchecked to send surveys to customers only or check this box to have surveys sent to both customers and agents.
• Send surveys to all linked customers when a Global Issue is resolved.  This option can be selected regardless of when surveys are being sent out.
• Include Javascript data validation on surveys and HTML Forms.  This option can be turned off so that the Javascript validation is not included.
• Allow anonymous survey submissions - When the survey is returned, it comes back with the original issue information deleted.

6. Enter your password in the Apply Changes section and click GO.