客户调查

名称:客户调查

描述:创建测验,将其发送给您的客户,收集答复。

版本:2.4.2

发布:2020-03-06

itop-version-min:2.3.2

码:客户调查

状态:稳定

扩散:iTop集线器

对于早于2.1.0的iTop版本,请使用此组件的以前的版本,对于iTop 2.1.0或更高版本,请使用组件的版本。

该组件的其他版本:2.1.1 

与iTop CMDB集成,以便您可以向iTop中记录的客户发送统计调查。

特征

测验由以下类型的问题组成:

  • 自由文本评论
  • 列表中的选择
    • 一次在测验中一次定义的列表(通常是评分,从低到高)
    • 或仅针对该问题定义的列表(例如产品类型)

测验可以分为几页。它有一个简介和一个页脚消息。

一项或多项调查销售活动中将使用测验。

该调查定义了将向谁发送测验(作为OQL查询给出的范围)。客户将收到一个带有URL的发送邮件,以答复测验。

可以查看结果并将其导出到Excel文件。

默认情况下,该模块会跟踪答复和联系人之间的链接。由于在某些国家(当地法规中的依赖)禁止使用该模块,因此该模块具有匿名模式。

修订记录

发布日期版本注释
2020-03-062.4.2*更新DE翻译
2019-05-312.4.1*删除指向废弃标志的未使用的外部键
2019-03-062.4.0*将代码迁移到XML
*将水平滚动条添加到大型测量
*隐藏已回答的调查中的按钮
*修正调查进度标签中的分页
*修复了对iTop 2.3+的Preview/send兼容性问题的调查
*修复Excel和CSV导出错误
*调查完成后,您将无法再编辑联系人列表或将其发送给其他通知
2018-12-072.3.0*更新翻译
* JQuery兼容性(自iTop 2.6起的JQuery 3)
2018-06-262.2.1ES翻译,2.5兼容性
2015-04-162.2.0修复了与iTop 2.1.0的兼容性问题。另一方面,它现在需要iTop 2.1.0+。请注意,iTop核心已更新,因此客户调查的任何2.1.x版本将与iTop 2.2.0+兼容。
2014-04-182.1.1将通知固定到调查发送者(代表),集成德语翻译,完成法语翻译
2014-03-032.1.0需要iTop 2.0.2。添加了可打印的结果报告。删除了变更跟踪,打破了匿名性
n/a2.0.1与iTop 2.0.1兼容。从未发布
n/a2.0与iTop 2.0兼容。从未发布
n/a1.2.1与iTop 1.2.1兼容。从未发布

局限性

即使进行调查,也可以修改测验及其问题。效果是不可预测的。同样,在运行调查时对其进行编辑具有不可预测的效果(添加收件人除外)。

使用iTop 2.5、2.5.1和2.6.0:

  • “结果”选项卡中的“导出原始答案”,“对于Excel”或“作为CSV”不起作用
  • “进度”标签中的“重新发送”不起作用

要求

需要iTop 2.1.0

安装

将zip文件的内容复制到iTop的extensions/customer-survey文件夹中,然后再次启动安装程序。

在启动安装程序之前,请确保Web服务器具有足够的权利来读取扩展文件夹及其所有子文件夹的内容。

当提示您选择要安装的扩展时,请在可用的扩展列表中选中“客户调查”。

配置

可以在iTop配置文件的客户-survey部分中调整以下设置:

参数类型描述默认价值
匿名调查布尔值设置为true可以确保该模块不会跟踪谁做了给定的回复
测验规模定义默认比例标签的CSV标签列表(必须提供5个?)非常差,差,中等,好,非常好

用法

此模块在菜单组帮助台中创建两个新条目:

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

测验和调查是数据的两种新类型:

  • 测验是给定语言的一系列问题。
  • 调查确定了目标人群。这也是跟踪进度并获得答复的报告的方法。

创建测验

第一步是创建测验,即一系列问题。

物产

在“属性”选项卡中,必须指定以下属性:

属性描述
名称内部识别测验的名称
描述内部使用说明
测验语言必须显示测验的语言。此选择会影响按钮的标签以及“此问题是强制性的”之类的其他内容
默认的Quizz选择类型为“预定义选择”的问题的标准选择。保留为空白以使用配置文件中的设置:quiz_scale
标题第一页标题:<title>第1页,共2页
介绍在标题下方,有一条介绍消息(可选)
结论信息测验完成并提交后显示。这是说谢谢的地方!

问题

在“问题”标签中,输入您的问题和分页符。

要修改问题,请先保存测验,然后在“问题”选项卡中单击链接以显示所需问题的详细信息。然后,您可以单击“修改”按钮来更改问题,就像对iTop中的任何元素所做的一样。

我们建议使用非连续的订购号(例如100、200、300),以便轻松插入新问题,而不必重新编号(即修改)所有问题。

问题类型描述
自由文字这是用户评论的地方。
预定义选择在属性默认测验选项中,要求用户从为整个测验定义的列表中选择一个项目。这是在测验级别或应用级别定义标准的方法。
具体选择要求用户选择仅为此问题定义的列表的项目。
分页符尽管这不是一个真正的问题,但分页符已插入问题流中。分页符的标题和描述分别替换了分页符后的测验标题和简介。

预习

创建测验后,单击“预览”选项卡以显示测验,因为您的客户将看到它:

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

开始调查

创建调查

在“属性”标签中,设置以下属性:

属性描述
测验在已创建的测验中选择测验。注意:语言显示在上方:保存测验后将对其进行更新。
代表调查的发送者。发送邮件将与一起发送给此人。该列表建议iTop中记录的任何人。
发送邮件完成如果设置为“是”,并且发件人具有发送邮件地址,则每次收件人完成调查时她都会收到发送邮件。
发送邮件主题发送邮件标题。
发送邮件机身发送邮件主体,采用HTML。
调查对象来自查询手册的OQL短语(在菜单管理工具中)

可以完成由OQL定义的目标联系人的列表:进入“其他联系人”选项卡,并将它们一个接一个地添加。

调优的调查

创建调查不会发送消息。您仍然可以调整设置,即评审测验。

“其他操作活动”菜单中,单击“向我发送示例消息”。

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

它会提醒您调查的设置。

通过单击向我发送示例消息按钮进行确认。

您将收到一个发送邮件示例,并查看您的客户应该收到什么。特别是,这是检查语言一致性的机会。

发送调查

“其他操作活动”菜单中,单击“开始调查”。

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

它会提醒您调查的设置。

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

通过单击开始调查按钮进行确认。

现在开始调查:

  • 其名称由测验名称和调查开始日期组成
  • 添加了两个新选项卡:“进度”和“结果”

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

所有目标联系人都将收到发送邮件,其中包含指向测验表单的链接。

运行调查时,仍然可以添加收件人:编辑调查并将联系人添加到“其他收件人”选项卡中。将更改保存到调查中时,将通知新移民。

调查不是自动进行的已关闭:当100%的用户给出了答案后,仍然可以添加新联系人并等待他们的答复。

回复调查

不需要将登录名回复到iTop。

客户具有能力,可以随时通过单击“暂停”按钮来暂停测验。

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

可以通过使用以上弹出窗口中提供的URL或通过再次使用在收到的发送邮件中提供的URL来完成恢复。

监控的进度

“进度”选项卡概述了谁收到了测验:

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

选择一个联系人并再次单击发送以重新发送发送邮件:

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

发送邮件受试者和身体预先填充了原始值。调整它们,然后单击“发送!”按钮进行确认。

利用结果

在调查开始之后,结果选项卡将如下所示:

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

使用数据,结果如下所示:

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

您可以使用页面底部的导出原始答案“ For Excel”和“作为CSV”链接到导出调查结果,或使用右上角的“可打印版本”链接来获取可打印的版本。结果页面。

原贴链接:https://www.itophub.io/wiki/page?id=extensions%3Acustomer-survey


Customer Survey

name:
Customer Survey
description:
Create a quizz, send it to your customers, collect the replies.
version:
2.4.2
release:
2020-03-06
itop-version-min:
2.3.2
code:
customer-survey
state:
stable
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
2020-03-062.4.2* Update DE translations
2019-05-312.4.1* Remove unused external keys pointing to obsolescence flags
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.

标签:
由 superadmin 在 2020/08/27, 16:05 创建
    

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