3.11-客户调查

在2019/11/21 00:22上被leeb chi修改

Customer Survey

name:
Customer Survey
description:
Create a quizz, send it to your customers, collect the replies.
version:
2.4.0
release:
2019-03-06
itop-version-min:
2.1.0
code:
customer-survey
state:
stable
download:
https://store.itophub.io/en_US/products/customer-survey
diffusion:
iTop Hub

For iTop versions older than 2.1.0 use a previous version of this component, for iTop 2.1.0 or newer use this version of the component.

Other versions of this component: 2.1.1

Integrates with the iTop CMDB so that you can send a statisfaction survey to the customers documented in iTop.

Features

A quizz is made of a list of questions of the following type:

  • a free text comment

  • a choice within a list

    •  

    either a list defined once for all in your quizz (usually a rating, from bad to good)

    •  

    or a list defined only for that question (e.g. types of products)

The quizz can be split on several pages. It has an introduction and a footer message.

A quizz will be used in one or more survey campaigns.

The survey defines to whom the quizz will be sent (scope given as an OQL query). Customers will receive an email with an URL to reply to the quizz.

The results can be viewed and exported to an Excel file.

By default, the module keeps track of the link between the reply and the contact. As this is prohibited in some countries, depending on local regulations, the module has a anonymous mode.

Revision History

Release DateVersionComments
2019-03-062.4.0* Migrate code to XML
* Add horizontal scrollbar to large survey
* Hide buttons on a already answered survey
* Fix paging in survey's progress tab
* Fix survey a preview/send compatibility issue with iTop 2.3+
* Fix Excel and CSV export error
* Once a survey is finished, you now can't edit contact list or send them another notification for this survey
2018-12-072.3.0* Update translations
* JQuery compatibility (JQuery 3 since iTop 2.6)
2018-06-262.2.1ES translation, 2.5 compatibility
2015-04-162.2.0Fixed a compatibility issue with iTop 2.1.0. On the other hand, it now requires iTop 2.1.0+. Note that iTop core has been updated so that any 2.1.x version of customer survey will be compatible with iTop 2.2.0+
2014-04-182.1.1Fixed the notification to the survey sender (on behalf of), integrated the German translation, completed the French translation
2014-03-032.1.0Requires iTop 2.0.2. Added the printable results report. Removed change tracking breaking the anonymity
n/a2.0.1Compatible with iTop 2.0.1. Has never been released
n/a2.0Compatible with iTop 2.0. Has never been released
n/a1.2.1Compatible with iTop 1.2.1. Has never been released

Limitations

A quizz and its questions can be modified even when surveys are running on it. The effects are unpredictible. Similarly, editing a survey when it is running has unpredictible effects (except adding recipients).

With iTop 2.5, 2.5.1 and 2.6.0 :

  • “Export Raw Answers” “For Excel” or “As CSV” from “Results” tab doesn't work

  • “Send Again” from Progress Tab doesn't work

Requirements

Requires iTop 2.1.0

Installation

Copy the contents of the zip file into the extensions/customer-survey folder of iTop and launch the setup again.

Make sure that the web server has enough rights to read the content of the extensions folder and all its sub-folders before launching the setup

When prompted to select the extensions to install, check “Customer Survey” in the list of available extensions.

Configuration

The following settings can be adjusted in the iTop configuration file, in the section customer-survey:

ParameterTypeDescriptionDefault Value
anonymous_surveybooleanSet to true to garantee that the module will not keep track of who did a given replyfalse
quiz_scalestringCSV list of labels (5 must be given?) that define the default scale labelsVery bad, Bad, Average, Good, Very good

Usage

This module creates two new entries in the menu group Helpdesk:

https://www.itophub.io/wiki/media?w=200&tok=dfa17e&media=extensions%3Acustomer-survey-menus.png

Quizzes and surveys are two new types of data:

  • A quizz is a series of questions in a given language.

  • A survey defines the targetted people. It is also the way to follow-up on the progress and get a report on the replies.

Create a quizz

The first step is to create a Quizz, i.e. a series of questions.

Properties

In the tab “Properties”, you will have to specify the following properties:

PropertyDescription
NameA name for internal identification of the quizz
DescriptionA description for internal usage
Quizz LanguageThe language in which the quizz must be displayed. This choice has an effect on the labels of the buttons and other things like “this question is mandatory”
Default Quizz ChoicesStandard choices for questions of type “predefined choices”. Leave it blank to use the setting from the configuration file: quiz_scale
TitleThe first page title: <title> page 1 of 2
IntroductionJust below the title, an introduction message (optional)
Conclusion MessageDisplayed after the quizz has been completed and submitted. This is the place to say thank you!

Questions

In the tab “Questions”, enter your questions and page breaks.

To modify a question, save the Quizz first, then from the “Questions” tab, click on the link to display the details of the desired question. You can then click on the “Modify” button to alter the question, as you would do for any element in iTop.

We recommend to use non-consecutive ordering numbers (e.g. 100, 200, 300) in order to easily insert a new question without having to renumber (i.e. modify) all the questions.

Type of questionDescription
Free textThis is the place for a user comment.
Predefined choicesThe user is asked to select an item out of a list defined for the whole quizz, in the property Default Quizz Choices. This is the way to have a standard defined at the quizz level or at the application level.
Specific choicesThe user is asked to select an item ouf of a list defined solely for this question.
Page breakThough this is not a real question, a page break is inserted into the stream of questions. The title and description of the page break replace respectively the quizz title and introduction, for the page that comes AFTER the break.

Preview

Once the quizz has been created, click on the tab “Preview” to display the quizz as it will be seen by your customers:

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-quiz-preview.png

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-quiz-preview2.png

Start a survey

Create the survey

In the tab “Properties”, set the following properties:

PropertyDescription
QuizzSelect the quizz amongst the already created quizzes. Note: the language is displayed right above: it will be updated after the quizz is saved.
On behalf ofThe sender of the survey. The email will be sent with from set to this person. The list proposes any person documented in iTop.
Email on completionIf set to yes, and if the sender has an email address, then she will receive an email each time a recipient completes the survey
Email subjectThe email title.
Email bodyThe email body, in HTML.
Recipients of the surveyAn OQL phrase, from the Query phrasebook (in the menu Admin tools)

It is possible to complete the list of target contacts defined by the OQL: go into the Additional contacts tab, and add them one by one.

Tune the survey

Creating the survey does not send the message. You still have the possibility to adjust the settings, review the quizz.

In the Other Actions menu, click on Send me a sample message.

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-action-samplemsg.png

It reminds you the settings of the survey.

Confirm by clicking the Send me a sample message button.

You will receive a sample email, and see what your customers should receive. In particular, this is the opportunity to check language consistency.

Send the survey

In the Other Actions menu, click on Start the survey.

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-action-start.png

It reminds you the settings of the survey.

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-start.png

Confirm by clicking the Start the survey button.

The survey is now started:

  • its name is made of the quizz name and the survey start date

  • two new tabs have been added: Progress and Results

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-started.png

All target contacts will receive an email with a link to the quizz form.

When the survey is running, it is still possible to add recipients: edit the survey and add contacts into the Additional Recipients tab. The newcomers will be notified as you save the changes on the survey.

A survey is not closed automatically: when 100% of the users have given their answer, it is still possible to add new contacts and wait for their replies.

Replying to the survey

Replying does not require to login to iTop.

The customer has the capability to suspend the quizz at any time by clicking on the suspend button.

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-suspend.png

Resuming can be done either by using the URL provided in the above popup, or by using again the URL provided in the received email.

Monitoring the progress

The tab Progress gives an overview of who has received the quizz:

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-progress.png

Select a contact and click on Send again to resend the email:

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-resend.png

Email subject and body are prepopulated with the orginal values. Adjust them and confirm by clicking on the button Send!.

Exploiting the resuls

Just after the survey has been started, the result tab will look like this:

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-results.png

With data, the results look like this:

https://www.itophub.io/wiki/media?media=extensions%3Acustomer-survey-results-completed.png

You can use the links Export Raw Answers “For Excel” and “As CSV” at the bottom of the page to export the results of the survey, or the link at the top-right “Printable version” to obtain a printable version of the results page.

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在2019/10/10 22:30上被leeb chi创建
    

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