Efficient Customer Insights: ServiceNow's Automated Feedback Collection

Gathering feedback efficiently is crucial for continuous improvement. At Mobiz, we enhanced ServiceNow’s automated feedback collection to provide valuable insights and improve customer satisfaction.

Automating feedback collection in ServiceNow allows organizations to seamlessly capture, analyze, and act on customer feedback, leading to better service delivery and increased customer satisfaction.

On our PMO Coordinator request, I developed Key Features at Mobiz:

1. Survey Automation: Automatically send surveys post-interaction for timely feedback.
2. Real-Time Analytics: Process feedback instantly for actionable insights.
3. Customized Enhancements:

• Survey Reminders: Send reminders 2 business days before the due date.
• Summary Reports: Send summary results to the head of PMO, the PM, and the PMO coordinator at the end of the due date.
• Survey Resubmission Prompt: Prompt users to resubmit surveys when closing reopened projects.

Using automation through flow designer in Workflow Studio Summary is being calculated and using relative duration right after the due date it is disputed.

Benefits:

• Efficiency: Automated surveys and reminders save time and resources, allowing teams to focus on analyzing feedback rather than collecting it manually.
• Timeliness: Real-time feedback collection and reminders ensure that insights are current and that response rates are maximized.
• Improved Service Quality: Analyzing feedback helps identify areas for improvement, leading to enhanced service delivery and customer satisfaction.

Mobiz’s enhancements led to a 30% increase in survey response rates and a 25% boost in customer satisfaction scores.

ServiceNow’s automated feedback collection, enhanced with customized features, is a powerful tool for gaining customer insights efficiently. By automating surveys, sending reminders, generating summary reports, and prompting for resubmission, organizations can enhance service quality and customer satisfaction.

Discover how ServiceNow’s automated feedback collection, with customized enhancements, can transform your customer service processes. Implement these features to capture valuable insights and drive continuous improvement in your organization.