Technician Survey

The Technician Survey feature allows technicians to share their valuable feedback, contributing to the improvement of remote service quality. After the completion of a remote session, technicians are prompted to fill out a survey form, providing insights into the remote assistance experience. These responses can be compiled into Survey Reports for detailed analysis at a later stage.

Use Case :
  1. Quality improvement: Technicians provide feedback post-session to identify areas for enhancing service quality and support processes.
  2. Training needs: Feedback reveals recurring issues, guiding management to organize targeted training for addressing specific challenges.
  3. Performance evaluation: Survey responses help assess technician performance, informing decisions on promotions and rewards.
  4. Customer satisfaction insights: Technicians’ feedback on challenges can indicate broader customer satisfaction issues, prompting strategy reviews.

To create a survey:

  • To create a new Technician survey, navigate to Settings > General > Survey >Technician.

  • Click Create New Survey and provide details like Survey Name and Description, and select the session type from the drop menu.


  • Click Add Question and choose from various question types, such as single choice, multiple choice, short answer, drop-down, or star rating. Enter the question and provide the appropriate choices.

  • Click on Add New Question to add further more questions.

  • Use the provided checkbox to mark questions as mandatory.

  • Once questions are added, click Create Survey.

  • Surveys can also be created department-wise.

Publishing Technician Survey

  • After creation, click Publish to publish the survey to make it available for technicians at the end of each session.

  • Technicians will be displayed with the survey at the end of each session only when it is published.



 

Unpublishing Technician Survey
  • Navigate to Settings>General>Survey>Technician. 
  • Click Unpublish to unpublish the survey 

 
To preview, view, edit, and delete and update Technician Survey

  • Click the three-dot icon and choose either edit or delete.

  • To preview a created survey, click the Preview icon located under the Action column.

  • To view a created survey, hover the cursor over the survey and click on it.

Updating Technician Survey

You can also edit, delete, reorder, add or manage each created survey individually. 

  • Select the survey you want to update

  • Click Edit 

     
  • You can now update the Survey name, session type, description, mandatory question preferences and click Update Survey to update the changes.

Survey Reports

Survey reports can be viewed in two ways:

  • Access Survey reports by clicking the Survey Reports icon under the Action column for the respective survey.

     

  • Alternatively, you can access the survey reports by navigating to Reports > Survey Report > Technician. Reports can be filtered by Survey, Session Type, Technician type, and Time period.
     

  • The Survey Report overview includes details like Technicians, conducted sessions, sessions with surveys, and survey responses.
     

  • Choose Overall Summary to view the graphical summary of all technicians' responses.

  • Select Individual summary for detailed individual technician survey responses.