Voice of the Customer - VoC(Surveys) – Frequently Asked Questions(FAQs) – Part3

In an earlier post, I discussed some of the frequently asked questions about the VoC Surveys feature. Here is some of the more useful information on this feature.

How does the application handle and enforce Voice of Customer's known limits?

VoC limits are described in depth in this article. A common question that has surfaced a few times is how does the application handle these limits. For example, what will happen when there are more than 2400 surveys received in a day? Here are the key guidelines:

• Publish a maximum of 200 surveys.

• • The application prevents publishing a 201st Survey when there are already 200 published Surveys.

• Maximum of 250 questions per survey. If you’ve enabled feedback for a survey, you can include a maximum of 40 questions.

• • The application prevents publishing a Survey with 251 or more questions.

• Maximum of 25 pages per survey.

• • Publishing a survey with 25+ pages blocks the Publish operation and notifies that we are reaching the maximum page limit per Survey.

• Maximum of 2,400 survey response polling per day.
  • Once this limit is reached, the exceeding Survey Responses will stay in Azure until polled by the next day’s iteration and brought into CRM.

• Maximum of 1,000,000 survey responses would be stored.

• • Survey Response submission are not allowed in the Survey UI once the 1,000,000 Survey responses limit is reached. Submission will open again when responses are retrieved into CRM and stored Survey Response count goes under this limit.

Note: This limit excludes Survey Responses retrieved in CRM.

Why does the Completed On and Received On fields have different timestamp?

1. The Completed On field captures the timestamp when the Survey Respondent that submitted the Response clicked the submit button on survey.

2. The Received On field captures the timestamp when the Survey Response was received into CRM by the Async workflow job that pulls responses from Azure.

How are Score and Score Percentage is calculated on Survey Response?

Calculated Score and Score Percentage on Survey Responses can be used for high level indicators of key measures. Custom Workflows/Process can be defined to trigger action based on Scores. Here is an example explaining how Scores are calculated.

1. Satisfaction Rating column relates to the first CSAT question, i.e.

2. Score column is the total(sum) of response values on all the Numeric Rating questions, e.g. CSAT question, Customer Effort Score.

3. Score as a Percentage column shows responses in percentage of the answered questions.

Note: The Score Max Value for each question signifies 100% for that question. The Score as Percentage value is calculated from the total(sum) of the response value for all rating questions and Score Max value.

In the above example response “VoC Scoring - R00000030”, the Survey has two questions with the Score Max value set to 10 and 5.

Responses to these questions in above example was 2 and 5, and can be seen in the Survey Response Form below:

Total Max Score for both questions are 15 and the response total is 7. Score as Percentage comes to 46.6667 (7*100/15).

4. Score as Percentage of all routes includes questions not asked due to client routings and unanswered non-mandatory questions.

Score as a percentage of all routes are the same because there are no unanswered questions in this example. This could be different from Score as Percentage if there are unanswered questions or unasked questions due to client routing rules.

Hope you find this helpful! Thank you!

Bhavesh Shastri