CIOPulse does not allow more than one survey for the same Ticket ID. If a second survey is submitted for the same Ticket ID within 30 days of the first survey, the more recent survey will replace the older one.
Once you've set up your Preferences, Contacts, Support Groups (Teams and Departments) and Customer Segments in the Portal, you will want to complete some test surveys to make sure CIOPulse is working as you'd like it to.
If your customer support software has already been configured to send survey invitation emails, you can use test tickets to generate survey invitation emails.
Alternatively, if your customer support software is not yet configured, or you want to do some testing without creating dummy tickets, you can use the collect-feedback function. The collect-feedback function can be used to display a survey on the screen, send a survey invitation by email or SMS, or even to generate a QR code for a survey. You can read about the collect-feedback function here.
This article covers the following aspects of testing:
Checking the flow of test data through the system
Once you start completing CIOPulse surveys, the easiest way to check your setup works is to use the customer feedback slider. Completed surveys should appear on here within a minute. If there's a problem with your survey URL, or the information you've setup in the Portal, your survey will not appear on the slider.
Submitted survey responses will appear on your displays, reports and dashboards at various cycles as follows:
- It can take up to two minutes before a newly completed survey appears on your customer feedback slider and survey responses report. Surveys with no verbatim feedback (or less than 5 characters of feedback) will never appear on your customer feedback slider.
- It can take up to 15 minutes before a newly completed survey appears on your interactive dashboards.
- Your customer satisfaction gauge, support group league table, customer segment league table get updated at approximately midday and midnight (Australian Eastern Standard Time) every day.
- Service recovery alerts (SMS messages and emails) will get sent to Support Leads (and Also Alerts) at the next daily Alert Time set in the Portal. To trigger an alert, a survey must have an overall satisfaction score below the Service Recovery Threshold set in the Portal.
- Weekly Promoter reports will be sent to Support Leads on each Monday following the week that feedback is received from one or more promoters. These reports only include survey responses with an overall score of 9 or 10.
- Survey responses reports containing the last month of survey responses for their Support Group(s) will be automatically emailed to Support Leads on the first of each month.
- We will start creating your monthly management report for you on the first day of the month following your go-live date.
IMPORTANT - When you have finished testing, don't forget to contact us at [email protected] and ask us to delete your test data.
What testing should we do?
You really don't need to do much. Twenty to thirty test surveys is usually enough. And make sure each test survey has a different ticket ID - CIOPulse won't accept more than one survey for each ticket.
Your test surveys should include:
- Surveys for different support groups.
- Surveys for different customers.
- Surveys for different agents (if you are going to use the &agid parameter in your survey URL).
- Surveys for different customer segments (if you are going to use the &sgid parameter in your survey URL).
- Surveys with high ratings (that won't trigger 'unhappy customer' alerts).
- Surveys with low ratings (that will trigger 'unhappy customer' alerts).
When you've configured your customer support software, you will also want to test a few functional scenarios to make sure it's working correctly:
- Re-open a closed ticket and then close it again.
- Close a ticket without assigning it to a support group (if this is possible).
- Close a ticket without populating the customer or agent fields (if this is possible).
- Close multiple tickets for the same customer to test your anti-spam logic.
- If ticket resolution activities can be completed by different support teams on a single ticket (e.g. via tasks within the ticket), check what happens to the support group and agent fields in the survey URL.
How can I troubleshoot an error with my test surveys?
To troubleshoot a survey that does not appear on the feedback slider (the easiest way to check surveys are 'working'), first manually inspect the survey URL for obvious errors, such as missing parameters.
Another common error is where the values being passed through in the &rgid or &sgid parameters do not exist in the Portal, e.g. the URL says &rgid=sd123 but sd123 is not the Support Group Code of any Support Group that you've setup in the Portal.
If you are still baffled about why a survey is not appearing on the feedback slider, just drop us a line at [email protected] and we'll have a look into it for you.