Customer Surveys - Mapping results to Individuals/Teams https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1621302 Sat, 6 Jun 2026 23:57:28 GMT Thu, 22 Jul 2021 15:18:21 GMT Copyright © 2021 itSMF UK Customer Surveys - Mapping results to Individuals/Teams https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1621302 https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1621302 I'm currently involved in a Customer Experience Improvement project and one of the things we wanted to investigate was how user satisfaction metrics are used and mapped to individuals.

So for example we do have a customer survey but as the results are not tied to a specific individual we were looking into some methods anyone may have used in how they can map survey results to specific individuals or teams.

If anyone can help or has had experience of this that would be great.

James

]]> Mon, 5 Jul 2021 11:37:31 GMT https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1623451 https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1623451 We embed the reference number of each Incident or Request in the link that is sent out after resolution/fulfilment - this is then written in to the record when the customer submits feedback - the system then automatically marries up the customer/resolver/resolver team.
We also use this when asking for general feedback by embedding the source/campaign/initiative in the url - we can then surface all of this via dashboards in the service management platform.
Happy to show this in action if it helps?
Kind regards,
Mark]]> Mon, 12 Jul 2021 10:44:05 GMT https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1624961 https://itsmfuk.site-ym.com/forums/posts.aspx?topic=1624961
We operate similar to Mark although we have a cSat tool that plugs into our ITSM tool that does this automatically.]]> Thu, 22 Jul 2021 16:18:21 GMT