Simple and user-friendly survey for even more customer feedback thanks to the Smiley Surveys. This simple solution helps with the following challenges:

• How do you collect feedback from users who are not logged in?
• How to create custom logic to record negative feedback and manage dashboards and management reports?
• How do you link and manage newly created tickets that are associated with negative feedback?

The “Smiley Survey” is integrated into the outgoing e-mail to the end user. The target group are users who have created tickets and requests in the past that were associated with a deterioration in IT service operations.

If the user gives negative feedback, a new ticket is created and linked to the original ticket.

Several reports have been developed for top management to show an overall picture of the survey results.

Result:

• Quality improvement through improved customer loyalty
• Increased customer loyalty through satisfaction with the services provided
• Real-time insight into the quality of support
• Meaningful statics that lead to targeted action

Looking forward to more? Please visit the ServiceNow Smiley Survey case study on Teiva Systems.