Creating, Responding to and Managing Satisfaction Surveys in ML Work Orders – ML Work Orders

To access our Manage Surveys page you will need the administrative permission "Manage Site Settings".

To navigate to Manage Surveys, on the left side menu, select Work Orders > Manage Surveys (see below for visual reference).

Creating a Satisfaction Survey

1. Select the Add Survey button on the top right of the page

You'll then be redirected to our add survey page

2. Add a Survey Name

3. Select a request type to associate the survey to

4. Check the active checkbox if you would like the survey to be included in completed/closed work order emails for the selected request type

Note: There can only be 1 active survey for a request type. A validation message will appear below if more than one survey is marked active for a request type

5. Indicate the frequency of how often a survey should be included in completed/closed work order emails.

The info icon on the Frequency field displays the following message when hovered over or clicked
Note
- The frequency range must be between 1-999
- The survey will skip over requestors if the requestor was also the assignee of the work order
Helpful Tip
- Since the survey is included in the completed/closed email to the requestor, please make sure the appropriate requestors have the following email setting checked in their profile page, otherwise, they will be skipped over since they chose not to receive completed or closed work order emails

6. Provide a Rating Question Text.

Note: This text defaults to a sample question text but can be overwritten to better fit your districts needs

7. Update Rating Scale Labels.

Note: The survey number scale is 1-5 and the label text that pre-populates can be modified to better fit your districts needs. In addition, you do not need to have any rating label text, you can leave them all blank if you'd like.

8. Update Feedback Text

Note: This text defaults to a sample feedback text but can be overwritten to better fit your districts needs

9. Update Thank you text. This message will display after a requestor submits their survey response

Note: This text defaults to a sample Thank you text but can be overwritten to better fit your districts needs

10. Select Save!

Satisfaction surveys will be included in completed/closed emails to requestors based on the frequency provided in the add/edit survey page

If you happen to be chosen to respond to a satisfaction survey on a completed or closed work order email, the survey will look like this in the email

To Respond to a Satisfaction Survey:

1. Select a rating number

2. A new tab will open with the number selected previously (in this example above, you can see 4 is selected)

3. Provide feedback text in the open text box

4. Select Submit Response

5. Your Thank you Message text will now display

Columns in Manage Surveys

Survey Name - Name of Survey
Request Type - Request Type the Survey is associated to
Frequency - How often the survey is sent out for completed or closed work orders
Active - True for Active, False for Inactive
# Sent - count of surveys sent via completed or closed work order emails
# Responses - count of responses for this particular survey

Icons in Manage Surveys

- Selecting this icon will direct you to the edit survey page
- Selecting this icon will direct you to a report page of all survey responses for the survey (more info below)
- Selecting this icon will delete your survey. This icon will no longer display once you get a response

Select the icon to view responses for your survey

The Average Rating in the top left is an overall average rating. This field does not update based on grid filtering.
From this page you can easily access the work orders that had surveys filled out, via the Work Order ID buttons.
Filtering can be applied on any column to narrow down survey responses
The Building, Space and Assignee, Purpose and Problem Type fields come from the work order, whereas the remaining fields in this table come from the survey response itself.