The iSolutions Customer Survey was previously held in iSurvey which is not a centrally supported service. Therefore the decision was made to move Surveys into ServiceNow. It was also hard to see the relationship between tickets and their responses in iSurvey. This has now been completed for Incidents and the results are reviewed fortnightly by Service Management. This will be completed for Requested Items shortly. We are already seeing the benefits of this by easily being able to identify the results received which helps us to analyse them further.
The chart below shows the results from the last 14 days for each question asked. As you can see we are getting a very high positive response.
Shortly we will begin circulating feedback to Team Leaders as well as highlighting particularly positive comments in the iSolutions newsletter.
This also allows future surveys to be created easily if required.