Getting the most out of Surveys

Point of Delivery Surveys

A LiveTime Supervisor can create a point-of-delivery or transaction based survey, within the Knowledge > Survey tab. The Title is completed to reflect the data to be sourced from the customers. The Description that is entered is used to introduce the survey to the customer when the survey request is emailed to the customer or accessed on the Customer Portal. From the Audience option, Serviced Customers is selected and the Send on Resolution option is marked to automatically send to the survey to the Customer when their support issue is resolved. 

Point of Delivery Surveys

Remember that only one Point of Delivery Survey can be active within LiveTime at a time.

Customer Satisfaction Surveys

When a survey is created for ‘Serviced Customers’ and the ‘Send on Resolution’ option is not selected, the survey can be sent manually after the Incident is closed. The survey can be emailed from within the Incident Summary screen, by clicking the link that appears when the Incident moves to the status of Closed-Resolved. 

Public Surveys

Published surveys have the Audience defined as ‘Everyone’ and can be accessed using the Public Surveys link on the LiveTime log in page. These ‘surveys to go’ are completed by end-users without logging into the Customer Portal. 

Survey Results

These are visible under the Summary tab of an Active survey. Graphical indicators and response percentages are displayed within the Summary filter of the Summary screen. If free text fields are used to obtain customer comments, they can be accessed in the Feedback filter of the Survey Results Summary tab.

Survey Results