Customer Satisfaction Survey is used to maintain survey records and the related question set within ISO settings. Sales representatives, account managers, project managers, and quality-focused users can use it when they need to locate an existing survey, review its questions, or prepare a new survey record for customer feedback activities.
Open the feature from Configurations > ISOSettings > Customer Satisfaction Survay.
Settings
Before working with survey records, review the available configuration areas on the Customer Satisfaction Survey screen. The screen provides separate areas for ISO settings and survey questions, allowing you to maintain the survey record and then review the questions associated with it.
Note: The available screen does not show individual ISO setting fields. Use the iso settings tab to review the settings available for the selected survey record.
The iso settings tab contains Customer Satisfaction Survey records. Use this area to find and select the survey record that you need to review or maintain. The visible records represent surveys with a survey name and a related business area or status description.
Use Search to locate a survey by the information shown in the list. If you need to reduce the results further, select Apply filter. No control is provided that explicitly moves a survey record into or out of this tab; the tab displays the available ISO survey settings records.
The questions tab is used to review the questions available for the selected Customer Satisfaction Survey record. Use this tab after selecting the relevant survey in the ISO settings area to verify that its question content is available for review.
The available screen does not show a control that explicitly moves a record between the iso settings and questions tabs. Use the tabs to switch between the survey record and its related question view.
Workflow
Open Customer Satisfaction Survay from Configurations > ISOSettings. Review the existing survey records before creating or changing a record.
Need to find an existing survey? Enter relevant search text in Search, then select Apply filter. Review the filtered survey list and select the record you need to work with.
Tip: Search before creating a new record to avoid maintaining duplicate survey records for the same customer satisfaction activity.
Need to create a survey record? Select New. Complete the information made available in the new-record view, then use Ok when it is available to confirm the entry. Select Cancel instead if you decide not to continue.
Need to review the survey configuration? Select the iso settings tab. Confirm that you are working with the intended survey record before reviewing its questions.
Need to review related survey questions? Select the questions tab. Use this view to review the questions associated with the survey record you selected.
Need to include a file with the survey record? Use Attach and review the files[] field to confirm that the file is available on the record. If an attachment action opens a confirmation window, use Ok to proceed or Cancel to stop without confirming.
Need an extract of the displayed records? Apply any required search or filter criteria first, then select Export. Export only the records currently relevant to your review.
Need to refresh or adjust the screen view? Use icn-update to update the displayed information, or select icn icn-settings where additional screen settings are required. Because the available screen does not identify the options behind these icons, verify the result before continuing.
Warning: The available screen does not provide a survey status field or an approval, sending, or completion action. Do not assume that creating a record, attaching a file, or reviewing questions sends a survey to a customer.
Examples
A project manager needs to review the customer satisfaction survey used for a completed delivery activity.
In Search, the project manager enters a relevant term from the delivery or survey name and selects Apply filter.
The project manager selects the matching survey record and opens the iso settings tab to confirm that the correct Customer Satisfaction Survey record is being reviewed.
The project manager selects the questions tab to review the questions maintained for that survey.
If the project manager has a supporting customer document, they select Attach and confirm that it is shown in files[]. If the attachment process presents a confirmation option, they select Ok to complete it.
To provide the filtered survey list to the quality team, the project manager selects Export.
The result is a reviewed survey record, with its related questions checked and any available supporting file attached to the record.
Tips
Tip: Use Apply filter before Export so that the exported output is limited to the survey records relevant to the current review.
Note: Use Cancel whenever you decide not to confirm an action in an open dialog or entry process.
Warning:Tickets is available on the screen, but the available information does not describe its effect. Use it only when your internal process requires it.
Troubleshooting
Symptom
Likely Cause
Fix
The required survey record is not visible.
The list contains more records than the current view shows, or the search criteria are too broad.
Enter a more specific value in Search and select Apply filter.
The survey questions are not displayed.
The wrong survey record may be selected, or the questions tab has not been opened.
Return to iso settings, select the intended survey record, and then open questions.
A file is not visible after attempting to add it.
The attachment may not have been confirmed or may not have been added to the selected record.
Use Attach again, complete the available confirmation with Ok, and check files[].
Exported information is broader than expected.
No search or filter was applied before exporting.
Use Search and Apply filter, verify the displayed records, then select Export again.
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