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Siebel eService Administration Guide > Configuring Siebel eService >

Setting Up Customer Satisfaction Surveys

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The Siebel eService Customer Satisfaction survey allows you to obtain customer feedback through customer self-service means. Two types of surveys exist within Siebel eService:

The general survey that solicits user feedback on the overall Web site experience.
The Service Request survey that solicits feedback on a particular service request that the user has submitted. This type of survey is accessible through the Service Request's detailed view. You can analyze the survey results and generate a report with Siebel Call Center.

To modify the Siebel eService Customer Satisfaction Survey questions and labels, you need to use Siebel Tools to configure control properties of the Customer Survey applet. For instructions on how to administer the values contained in your Customer Satisfaction Survey, see Administering Customer Satisfaction Surveys.

To configure control properties

Launch Siebel Tools.
From the Object Explorer window, select Applet.

The Applets window appears.

From the Applets window, query and select Customer Survey Applet (eService).
From the Object Explorer window, open the Applet object and select Control.

The Controls window appears.

Select the control you want to change and edit its Caption field, which contains the survey label text.

The changes you make here will be reflected in your user interface.

Compile the new changes into a new SRF file.

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