Events related to the Listening Posts surveys on Usage Insights dashboard
Summarize
Summary of Events related to the Listening Posts surveys on Usage Insights dashboard
The Usage Insights dashboard in ServiceNow provides detailed analytics on user interactions with Listening Posts survey widgets, specifically the "My survey" and "Take survey" widgets. It tracks both successful and unsuccessful survey attempts, enabling organizations to understand employee engagement and identify potential areas for improving survey design and participation.
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Key Features
- Successful Submissions at Survey Response: This event shows when users have completed and submitted surveys successfully. Metrics include:
- Distribution of time spent on surveys, grouped by durations (<30 seconds, >30 seconds, >60 seconds).
- Submissions with flow changes (specific to "My survey" widget), tracking navigation forward or backward during the survey.
- Percentage of submissions that include user comments across both widgets.
- Distribution of successful submissions across different surveys (e.g., PS1, PS2).
- Distribution of submissions between "My survey" and "Take survey" widgets.
- Additional default dashboard properties include Channels, Applications, Page Id, and Instance Id for contextual insights.
- Unsuccessful Attempts at Survey Response: This event captures when users attempt but fail to complete or submit surveys. Key metrics include:
- Distribution of time spent on surveys, grouped by durations (>10 seconds, >60 seconds, >120 seconds).
- Attempts to rate, indicating whether users clicked a rating but did not submit it (true = unsuccessful, false = successful).
- Attempts to comment, showing whether users typed comments but did not submit them (true = unsuccessful, false = successful).
- Distribution of unsuccessful attempts across different surveys.
- Distribution of unsuccessful attempts across "My survey" and "Take survey" widgets.
Key Outcomes
By analyzing these events and metrics, ServiceNow customers can:
- Evaluate employee behavior and engagement with Listening Posts surveys.
- Identify average response times and patterns of survey completion or abandonment.
- Detect points where employees may struggle or disengage, such as navigation flow changes or incomplete ratings/comments.
- Use insights to improve survey design, increase participation rates, and enhance overall employee feedback quality.
The Usage Insights dashboard displays events to understand the users behavior when interacting with the Listening Posts survey widgets.
You can evaluate the successful and unsuccessful attempts of an employee related to the Listening Posts My survey and Take survey widgets by viewing two related events on the Usage Insights dashboard: Successful submissions at survey response and Unsuccessful attempts at survey response. For example, understanding the average time taken by an employee to respond to a survey, or view the number of resignations in the survey process could help you evaluate how to improve the design of future surveys or indicate whether more encouragement is needed to increase employee participation.
Successful submissions at survey response
On Listening Posts survey widgets, the Successful submissions event indicates that the users have attempted the survey and were able submit it without any difficulty. The following image shows the dashboard charts that display employee interactions on the widgets as actions on the associated properties.
Distribution of time spent.
The percentage of average time spent by an employee either on the My survey widget or the Take survey widget. The time spent data is grouped in time durations of <30 seconds, >30 seconds, or >60 seconds.
Submissions with flow change.
Note:This metric applies only to the My survey widget.A flow change is any alteration to the natural course of a flow, for example, the user navigating backward rather than proceeding forward. This chart displays the percentage of flow change by user's who Navigated forward or Navigated back when taking the survey.
Submissions with comments across widgets.
The percentage of submissions with comments across the Listening Posts My survey and Take survey widgets.
Submissions across surveys.
The percentage of successful submissions across various surveys. For example, the sample image shows the percentage of submissions distributed across PS1 and PS2 surveys.
Distribution of submissions across widgets (My Survey & Take survey).
The percentage of successful submissions distributed across the Listening Posts My survey and Take survey widgets.
Unsuccessful attempts at survey response
On Listening Posts survey widgets, the Unsuccessful attempts event indicates that the users have attempted the survey but were not able complete it or submit it. The following image shows the dashboard charts that display employee interactions on the widgets as actions on the associated properties.
An attempt is defined by the actions performed in any of the following three properties: Distribution of time spent, Attempts to rate, and Attempts to comment.
Distribution of time spent (on either of the widgets).
The percentage of average time spent by an employee. The time spent can be either on the My survey or Take survey widget. The time spent data is grouped in time durations of >10 seconds, >60 seconds, or >120 seconds.
Attempts to rate.
The percentage of unsuccessful attempts to rate a survey. True indicates that the employee clicked on a rating but did not submit it and False means the employee clicked on the rating and submitted it.
Attempts to comment.
The percentage of unsuccessful attempts to comment by clicking the comments box on the widget. True indicates that the employee typed the comment but did not submit it and False means employee typed the comment and submitted it.
Attempts across surveys.
The percentage of unsuccessful attempts across various surveys. For example, the sample image shows the percentage of attempts distributed across PS1 and PS2 surveys.
Distribution of attempts across widgets (My survey & Take survey).
The percentage of unsuccessful attempts distributed across the Listening Posts My survey and Take survey widgets.