Connectwise Surveys - Different Types of Surveys
This article covers two main types of Connectwise Integrated Surveys:
1) Service Ticket Based Surveys2) Project Based Surveys
We recommend using the Employee Focused Surveys as this survey type will provide very useful data and has a higher completion rate than the 5 question survey.
To setup Project Surveys, expand the "Project based Survey Setup" section. Please note that in ConnectWise, a Project Ticket is a specific, time-bound record that is part of a larger Project, which is the container for the entire scope of work. As a result, BizRatings will sync only with Project records once marked closed with the CW status specified in your API Settings. To customize question for Project CSAT Surveys, see below:
You have the ability to enter a screen prompt that will appear inside the comments area of your Survey Landing Page. Typically, companies will offer incentives, add instructions and/or tell your customers much you appreciate their feedback. This message allows up to 500 characters.
Connected Apps > My Integration> Survey Settings > Service Ticket based Survey Setup
There are 3 types of Service-Ticket Based Surveys:- 5 Question Surveys - The first option is a simple 5 question survey with customizable questions. By default, all service tickets will have this survey and 5 sample questions until you adjust them.
- Employee Focused Surveys - The second type of survey is an engineer focused survey where the client is asked to give an individual rating for each engineer that is posted as a billable resource on the service ticket.
- Quick Survey - The third is a quick survey that asks only for additional comments
The survey type actively being used can changed by selecting the preferred survey type from the dropdown menu and clicking Apply Now. The currently active survey type will be shown within the dropdown menu as well as highlighted just below and marked "Active".
See the examples below for more details:
1) 5 Question Survey - Standard Company Survey
- To rearrange these questions, click and drag a question row to the proper position in which you would like to send
- To edit the text of a question, click the Edit Question button and enter your customized question
- After making any changes to this survey, click the Save Questions button to save your changes.
- If you would like to go back to the 5 sample questions, click the Reset to Default button
2) Employee Focused Surveys
- By viewing the time entries that are attached to your service tickets, we can tell which engineers worked on the ticket. We then take these engineers and populate your survey with 1 engineer per line.
- After rating the overall experience of the ticket, the client can rate each engineer with a different value depending on how they did. This way each engineer can have a unique score for their service as opposed to the same score.
3) Quick Survey
If you don't want to ask any additional questions and just have the original 1-10 and comments, please choose the quick survey option.Connected Apps > My Integration> Survey Settings > Project based Survey Setup
To setup Project Surveys, expand the "Project based Survey Setup" section. Please note that in ConnectWise, a Project Ticket is a specific, time-bound record that is part of a larger Project, which is the container for the entire scope of work. As a result, BizRatings will sync only with Project records once marked closed with the CW status specified in your API Settings. To customize question for Project CSAT Surveys, see below:
- Click “Modify” to update/edit active survey questions
- From the Update/Edit Survey Questions screen > click “Save Questions” to apply update and publish edited survey questions to active surveys
- From the Update/Edit Survey Questions screen > click “< Go Back to Current Questions” to keep the current set of survey questions on active surveys
Active project ticket based survey questions screen:
Update/Edit project ticket based survey questions on the screen below.
- Click "Go Back to Current Questions" to cancel any changes and revert back to the previous survey setup
- To apply updates reflected on this screen, click Save Questions to update your active Project based survey immediately.
Customizing Survey Testimonial Message
You have the ability to enter a screen prompt that will appear inside the comments area of your Survey Landing Page. Typically, companies will offer incentives, add instructions and/or tell your customers much you appreciate their feedback. This message allows up to 500 characters.