How to Set Up the Customer Survey
LogMeIn Rescue Administration Center
Administrators can customize and activate a survey to be completed by the customer at the end of a session.
- On the Organization Tree, select the channel or Technician Group you want to work with.
- Select the Settings tab.
- Under Customer Survey, select the appropriate options:
Option Description No customer survey Choose No customer survey if you do not want your customers to complete a survey at session end. Use Rescue customer survey Choose Use Rescue customer survey to collect responses using a standard Rescue survey interface. The form can contain up to ten questions, each with five possible predefined answers, or with free-form (open-ended) answers. Customers will be shown the survey at session end. Survey results are reported in the Customer Survey report, generated on the Reports tab. Use self-hosted customer survey Choose Use self-hosted customer survey to redirect customers to a self-hosted survey or third-party survey tool. Enter the URL of your survey in the URL field. Customers will be taken to the specified site at session end. In this case, survey data is not reported in the Customer Survey report, but rather using the mechanism native to the self-hosted or third-party survey site. Add additional Rescue session details to this URL If you are using a self-hosted or third-party survey, select Add additional Rescue session details to this URL to send the value of the Session ID and Custom Fields to the survey. The survey URL will be appended with the following data:
These parameters can be used, for example, to map a Rescue report to an external report. Your survey should be coded to accept these parameters in a GET request.
RescueSessionID=xxxxxxxxx&CField0=xxxxx&CField1=xxxxx&CField2=xxxxx&CField3=xxxxx&CField4=xxxxx&CField5=xxxxxNote: CField0, CField1, etc. refer to the Name for name field and other Custom Fields set on the Global Settings tab. The actual values passed to the survey are entered when the session is generated.
- Click enable and then edit to activate and edit questions.
- Save your changes.
Tip: To view survey results, go to the Reports tab and generate a Customer Survey report.