Intelligence Use Case: Understanding User Sentiment through Micro-Surveys

July 06, 2022

Welcome back to the blog series, Top 10 Mobile Device Use Cases for Workspace ONE Intelligence.

It’s use case #10, the final one, Understanding user sentiment through micro-surveys.

Measuring quantitative data on user interactions with the applications is important. These metrics will help us build and revise our apps better over time, but does that tell the full story of how the employees feel? There is one other key component missing in evaluating our employee experience, and that is the qualitative side — user sentiment.

Understanding User Sentiment through Micro-Surveys

This is where micro-surveys come in. This is a solution we can use to collect qualitative feedback about their user experience with their devices and applications. It is micro because it takes just a few seconds for users to provide us with their feedback. Micro-surveys seamlessly leverage two Workspace ONE solutions — you create a micro-survey through Workspace ONE Intelligence, and with the integration with Hub Services, we automatically send out the survey via Hub notifications.

There are a few prerequisites we need to go through before we can start sending out surveys. The first step is to set up Hub Services integration. This can be found under Integrations > Data Sources > Workspace ONE Hub Services > Set Up.

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Figure: Integrating Hub Services with Workspace ONE Intelligence

The second step is to set up DEEM. This can be found under Solutions > Digital Employee Experience Management. Once that is set up, within DEEM, you will see an option for Surveys.

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Figure: Surveys can be found under Solutions > Digital Employee Experience Management > Surveys

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Figure: Setting up a survey

After the pre-requisite setup, we can start creating our survey! There are a few intuitive steps we will go through, starting from defining survey categories and languages for pre-defined question templates, then survey notification design, and lastly, the survey questions themselves. You can add up to five survey questions in one go.

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Figure: Survey setup flow (1)

Figure: Survey setup flow (2)

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Figure: Survey setup flow (3)

TIP: To maximize response short meaningful surveys tend to get more responses than long detailed surveys. You can always set up a new survey to collect more information later!

Then, you can build a workflow to determine when and how the survey is going to be sent out to the users. If you are looking for general feedback from everyone in the finance team, you can filter it to devices owned by users in the finance department. You can set up the survey to be sent only if a certain condition is met as well. For example, if we would like to get feedback on the latest version of the internally developed app, I can filter the survey to target the devices with that specific version installed as well. This allows us to create a highly targeted group and not spam other users.

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Figure: Setting up Workflow to send out surveys to the targeted audience

After the workflow is created, then we can publish the survey. This is when notifications are sent out to users, and we can visualize the responses through the Survey Dashboard.

Figure: Survey response dashboard

We can also take additional actions through the Workspace ONE Intelligence Automation workflow based on the user’s survey answers. For instance, if the user gives us a bad response to a specific question, we can create a workflow and automate a process to create a ServiceNow ticket for a Helpdesk team to follow up with the user. Here are example screenshots of how you can set up a follow-up workflow.

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Figure: Automation Workflow to create a ServiceNow ticket when receiving a poor survey result

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Figure: ServiceNow ticket created as a part of the automation workflow

I highly recommend you check out Stella’s blog post which outlines the full walkthrough demo on micro-surveys: You can now measure employee sentiment with micro-surveys in Workspace ONE.

Check out her video too:

 

 

Summary

That wraps up my top 10 use cases for Workspace ONE Intelligence for mobile devices. If you are already using Workspace ONE Intelligence, hopefully, this gives you more ideas on how you can extract additional values out of the solution.

If you do not have Workspace ONE Intelligence yet, this should give you a great overview of what you can accomplish on this platform. Be sure to check out more Workspace ONE resources on Tech Zone!

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