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Administering Customer Satisfaction Surveys

The Siebel Self Service Customer Satisfaction survey allows you to obtain customer feedback. The survey is a Web-based form linked to Web pages in which a customer has closed a service request. The customer can fill out the form, submit it, and your company can analyze the results.

You can modify the list of selectable responses for each survey question in the Siebel Call Center client. For instructions on how to configure control properties of the Customer Satisfaction Survey, see Setting Up Customer Satisfaction Surveys.

To administer a customer satisfaction survey

1. From the application-level menu, choose View, Site Map, Application Administration, and then List of Values.
2. Click Query.
3. Type CS_* in the Type field and click Go.

   A list of customer satisfaction values appears.

4. Modify the existing values in the fields as needed. Some fields are described in the following table.