Is the survey system as horrible as it appears?

Hello @MattSchu 

We apologize for the inconvenience you're facing.  Could you please raise a support request to share more details so that we can understand your requirements better?

I mean I’ve described the problem, if you want to fix it, you can take my data and do something with it. I dont need homework. you make money off this product, I pay money for this product. I dont think my complaint was that complicated or lacking in detail. Vital feature missing. make surveys viewable in a centralized location.

Your support wasnt even aware / did not suggest that i could have the automater flag survey status and send me an email when a survey gets turned in, so forgive me for not thinking support would be beneficial.

There seems to be a huge discrepancy between support and dev. I am not going to try to plug that gap for a product I pay for.

Hello @MattSchu - Thank you for sharing your concerns and my apologies that the experience has been less than stellar for you. I have flagged your feedback to our Product Manager and we will will get back soon. I will have a response to you here on the forum or directly to gather any further feedback - please bear with me till we find a resolution.

isn’t the curated analytics report called “Employee Satisfaction” what you are looking for?
Especially on the Page 4: “Survey Results and Score”.

Hello @MattSchu ,

Thanks a lot for your feedback. 
We have two ways to report on survey results, either by using the associated surveys under ticket metrics which gives you overall survey response/sentiment for tickets, or by using the Survey Question metrics which lets you report on the responses for every question of the survey. Along with that, we also have a curated report “Employee Satisfaction” which covers most of the common metrics on surveys and you should be able to add custom filters on top of it in order to report on specific metrices and save it as a custom report.

Please do let me know if this helps you report on the survey responses. Would be happy to connect and help you further if needed. 

Thanks,

Aseem

I use the surveys on an individual basis to examine THAT ticket and THAT issue and THAT agent. I’ve found a workaround by having the automation system kick me an email when a survey is returned, and then I can go investigate each survey individually and take action upon them. I offer a deeper level of support and satisfaction than to simply look at trends, analytics and metrics. If someone has a complaint I act on it on a granular level, and your system is lacking in offering a repository pre-built into the program to be able at-a-glance see all the surveys.

Its nice to know with enough time, effort, and exploration I may be able to devise a way around or to see the surveys/data, but sometimes I just want to buy a cheeseburger, not cull the animal, butcher it, grind it, grill it…. etc.