Surveys overview

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Surveys are a mechanism for Service Desk organizations to rate the quality of the service they provide and to have a better understanding of how customers perceive the Service Desk organization.

Customer satisfaction surveys are used to gather qualitative evaluations, in conjunction with a service desk performance metrics, to enhance the overall idea of Service Desk performance.

The Surveys application in Maximo IT provides the ability to:

Create surveys (administrative user).
Send surveys to users, both automatically and manually (administrative user).
Access surveys from Service Desk applications and to conduct a telephone survey with end-users and record survey responses.
Self-service users can access and take surveys at any time.

Surveys can be:

Tracked: Requires user to log in to complete the survey. The Surveys application keeps track of who the survey is sent to and ensures that only those users can access and complete the survey.
UnTracked: The user does not log in to access and complete the survey.

The following topics provide information about creating and managing customer satisfaction surveys. You can use the results of these surveys to evaluate Service Desk and Service Catalog performance.