This chapter covers the following topics:
Oracle Scripting provides predefined survey questionnaire scripts flows to serve as examples of how to customize graphical scripts specifically intended for use as survey questionnaires. Aspects of these scripts can also be used in graphical scripts to be executed in the agent interface.
Best practice survey scripts can be used as-is. Note, however, that some words in panel text such as PRODUCT or COMPANY are used. You may want to customize these before deploying.
For some survey scripts, certain questions are broken out into multiple panels. The purpose for this approach is to make it easier for you to remove unwanted questions or add additional branching logic for a given question based on your survey campaign’s specific requirements.
Additionally, best practice surveys are built to ask the most important questions first. If your survey campaign priorities differ, you may wish to rearrange the script flow to put panels asking the most crucial data first.
How you ask a question is critical to the quality of data received. In order to receive meaningful data, consider the end results. How will the reporting data be used? Are you providing appropriate choices for a survey respondent to allow you to collate data appropriately, and clearly differentiate between a positive, negative, or neutral opinion?
Best practice survey scripts are provided on an as-is basis. Be aware that best practice surveys, once customized, are not supported.
The best practice survey scripts are placed on the 11i APPL_TOP in the directory $IES_TOP/scripts.
The table below lists the file name of each best practice survey script, its global script name (the name referenced when deployed to the database), and a description of the purpose for each survey script.
| File Name | Global Script Name | Description |
|---|---|---|
| iespship.scr | BP Product Shipment Followup | Set of typical survey questions to ask after a product is shipped to determine customer satisfaction. If customer is dissatisfied, gathers customer reasons. |
| iesesrfb.scr | BP Electronic SR Follow Up Survey | Set of questions to determine customer satisfaction following a service request. If customer is dissatisfied, prompts customer for callback information. |
| ieswebin.scr | BP Web Content Feedback | Survey that can be placed on a Web site to get customer feedback regarding the Web site |
| iescwsat.scr | BP Courseware Evaluation | Survey evaluating satisfaction after taking a course or training program |
| ieshitch.scr | BP HiTech Support Customer Sat | Detailed survey to determine customer satisfaction on customer support for high-tech industries |
| iesevtfb.scr | BP Event Followup | Survey to measure satisfaction with an event, including specific flows to determine effectiveness of delivery channels such as teleconference call, Web seminar, or live contact |
| iesnewcr.scr | BP New Customer Followup | New customer survey requesting information on a customer’s reason for purchasing, competitive advantages to the product purchased, and overall product satisfaction |
| iescgsat.scr | BP Generic Customer Satisfaction | Generic customer satisfaction survey, not associated with any particular event |