View Survey Responses via the Responses Tab

The Enterprise Service Management (ESM) system provides easy access to view the list of complete and incomplete responses for the survey. This article will walk you through the process of viewing customer survey requests that are pending, as well as completed.

Overview

The Enterprise Service Management (ESM) system provides easy access to view the list of complete and incomplete responses for the survey. This list can be filtered completion status as well as date range that the survey was completed within.

What materials do I need?

• ESM TDNext access

How do I use this technology?

 

1. In TDNext, click the Applications menu and select the desired Ticketing Application.
2. On the right side of the screen, click the Settings (gear icon) button.
   
   
    
3. Click Surveys from the list of actions.
   
   
    
4. On the Surveys page, click the Both option to see Active and Inactive surveys.
   
   
    
5. Click the Search button.
6. From the search results, click the Name of the desired survey.
   
   
    
7. Click the Responses tab.
   
   
    
8. The Responses tab will show a table of all survey requests that have been sent out. If a customer has completed a survey there will be a timestamp in the Submitted column recording the date & time when they completed the survey.
   
   
    
9. To view a specific survey, locate the desired survey response and click the Response #.
   
   
    
10. A new window will appear showing the details of the customer's response.
    
    
     
11. When completed viewing the response close the window.

 

Next Steps

Congratulations on capturing feedback from your customers! However, viewing responses one-by-one is not the most effective method of creating a comprehensive understanding of customer experience. Proceed to the next step to learn the basics of creating survey response reports.

• View Survey Responses via a Survey Response Report

 

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact IT page for the appropriate support group.