1E 23.7 (SaaS)

The first choice you face is what type of engagement you want to create.

Sentiment Surveys are more limited than Info Surveys in the range of possible responses you can select from, but this also means they can be consistently measured and reported on. However, in this scenario, the EUC manager doesn't want to create a survey that contributes towards the Sentiment score. Instead, they want to create a one-off survey to gather some user feedback on how end-users currently resolve their IT issues, they won't want to monitor the results as part of an ongoing assessment of user experience and so would choose an Info Survey.

The responses for Info Surveys can be modified to a larger extent than Sentiment Surveys, making them great for doing this type of arbitrary quick poll, but remember that they don't contribute to the Sentiment Score and therefore cannot be monitored over time.

Having selected the Info Survey type the next steps are to set a Name for the survey, the Question and Description that will frame the purpose of the survey and the range of Responses that will be allowed.

The Name for an Info Survey is not stored as a metric that Experience can then report on. The Name must be unique amongst all the survey names that have been defined for Experience, but does not have to avoid other Metric names. For example, unlike Sentiment Surveys, Network on its own could be used as the Name for an Info Survey, even though this is already a metric that Experience reports on. It is best to choose a good name for the survey that reflects the type of question being asked, in this scenario the EUC manager names the survey: Preferred IT Resolution.

Just as in Sentiment Surveys, the Question frames the survey's meaning and purpose, if the question you choose has not been thought through carefully you will likely confuse your end-users and skew the results. For Info Surveys, the responses you set for the survey can be customized, so a wider variety of questions can be asked. In our scenario, the EUC manager sets the question to: What is your preferred way of resolving IT issues?

Like Sentiment Surveys, the Description for Info Surveys is displayed to the end-user alongside the question and should provide additional context. Use it to capture their attention and provide some guidance as to how the question should be considered. Here, the EUC manager sets the Description to: We're looking at how we can improve the way we provide support. You can help by letting us know what your preferred method of resolving IT issues is. This sets the scene for why the question is being asked and gives a small indication on how it could benefit the end-user and engages them in the process of improving IT. This aspect of the survey is subtler than determining the question but can still be important in terms of encouraging the maximum number of responses possible.

Unlike Sentiment Surveys, Info Surveys are only sent out once and end-users can only make a response once. You can, however, set a Deadline for receiving responses, this gives end-users a time range to interact with the survey and send their feedback. Before the deadline occurs, users that haven't yet responded will be prompted repeatedly at appropriate times to make a response. In this scenario, the EUC manager sets the Deadline to 17/11/2021, giving their end-users 7 days to complete. After that time, the survey is closed and the prompts will no longer appear to users who haven't yet responded.

The Responses must be closely linked with the Question text, and you will likely need to adjust both before you get a suitable fit that is obvious, simple and effective. Info Surveys let you choose a greater range, edit the responses text and select from a wider palette of colors and icons. But, because of that flexibility, they cannot be measured consistently and therefore cannot contribute towards the Sentiment score and have no bearing on the overall Experience score. Initially, the EUC manager selects Numeric Rating 5 for the response options. This gives them five options they can modify, choosing to add more responses (up to a maximum of 10) or remove some. The text of each response can also be edited. For this scenario, the EUC manager edits the text to allow the end-user to choose from the following options:

To support the last option the EUC manager also checks the Allow free text entry checkbox to give the end-users the opportunity to qualify the Other response by entering text that describes their other method of resolving IT issues.

When you're happy with the settings you've made in the survey editor you can click Save to commit the changes and continue to the next step.

Sentiment Surveys default to the All Devices Management Group, so they always have a target. Info Surveys don't have a default Management Group, so one must be assigned before the survey can be enabled and then deployed. For this survey the EUC manager wants to poll all of their end-users, so they will assign the All Devices Management Group.

To do this:

New surveys are not enabled by default. Before they can be deployed, they must be explicitly enabled, providing an additional gateway that prevents the survey being sent out too soon before it's ready.

To enable the new Info Survey the EUC manager:

So the new Info Survey has the All Devices Management Group assigned and has been enabled, it can now be sent to the end-users' devices by clicking the Deploy button, which will send the survey to all the devices currently and subsequently connected to Tachyon.

It is good practice to test the survey on a few machines first before deploying to All Devices. This lets you see how the survey will appear to your end-users and gives you the opportunity to debug the text and selections before deploying to a wider audience. Doing this involves assigning a different Management Group to the survey that targets the selected devices.

In our example, which only involves a few devices anyway, to keep things simple we can get away with sending the Info Survey out without testing, so the EUC manager clicks the Deploy button.

An Engagements Deployment popup appears that shows the changes that will be deployed when the Yes button is clicked. The EUC manager reads the list carefully, sees that the only changes are the ones related to creating, assigning Management Groups and enabling the Preferred IT Resolution survey and clicks Yes. Subsequently, a notification will appear showing that the policy changes are being applied to the Tachyon Agents.

To minimize the disruption to the end-user of having a survey popup when they're busy using the computer for other things, the 1E Client has a few heuristics that govern when the notifications appear. These measure and compare things like: whether the user is currently interacting with the device, how long it has been since they stopped interacting with the device, how long the notifications should wait before re-displaying if the user didn't respond to the last time it was displayed. These various options interact to essentially display the notification in the sweet spot between the user not actively doing something and the user having left their device.

Info Surveys also provide an option to Dismiss, which means that they don't want to answer the survey at all, or click Later, which means that they don't want to be bothered just at this moment but may respond when the notification is next displayed.

In our scenario, the deployed Info Survey pops up on an end-user's device. They can see both the question and the description text that was defined as part of the survey, along with the range of five customized options for responding and a free text edit box labelled Anything more you'd like to tell us?. Although the intention of the EUC manager is for this free text to be associated with the Other (please provide details) option, there's nothing to stop the end-user from adding extra information to help clarify any of their choices. There's also nothing to stop the end-user from selecting the Other option and not filling out the text box. This is why it is critical for the EUC manager to label the option correctly and at least provide a hint that more details should be added if that option is selected.

The end-user will need to click on the response they want to make before the Submit button becomes enabled.

Our end-user is fairly tech-savvy and likes to sort their own problems as far as possible, so they click on the Internet search response and then on Submit.