HR surveys in legacy HR

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 6 minutes to read

    • HR surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes, in the non-scoped version of HR.

    Two predefined HR surveys are provided: HR Request Satisfaction Survey and HR Exit Survey. HR administrators and HR managers can edit HR surveys and the associated trigger conditions.

    The HR Request Satisfaction Survey is triggered randomly for 50% of closed HR cases. Users receive an email with the survey link after they accept the resolution or when the HR case is closed incomplete. The HR Exit Survey is triggered for employees in the offboarding process. It is sent to all offboarding employees when the HR task state is Work in Progress.

    HR managers and administrators can review responses by question and see a scorecard. Comments entered by users provide feedback that can be used to improve the performance of HR case management. The following survey options can be configured.

    • The look and feel of the questionnaire, for example, by adding the company logo.
    • Conditional questions that appear when users answer other questions in a certain way.
    • The trigger condition, for example, to send it for every case or to a lower percentage of users.

    With trigger conditions, the system generates a survey instance each time a specific action occurs on a given table, such as when an HR request closes. Send a survey every time the condition is met, or set a probability to send a survey at random when the condition is met. Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request.

    Create or modify an HR survey in legacy HR

    You can modify the predefined HR satisfaction surveys to suit the needs of an organization, and create additional HR surveys.

    Before you begin

    Role required: admin, hr_admin, or hr_manager

    About this task

    For example, you may want to create an HR survey to gauge the satisfaction for more complex HR processes, such as onboarding.

    The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. When you save the survey, the survey definition is automatically added.

    Procedure

    1. Navigate to All > HR • Administration > Surveys > HR Surveys.
    2. Click New or open an existing survey.
    3. Complete the form.
      Table 1. Survey Definition form
      Field Description
      Name Name of the survey which appears on the questionnaire.
      Description Helpful information about the survey.
      Signature Acknowledgement by a survey recipient of requirements, admonitions, or policies related to the survey. The signature may require the recipient to select a check box or to type in a full signature to verify having read these assertions. You can display assertions without requiring a signature. Select an existing signature from the list or click New to create a new one. The signature form contains these fields:
      • Name: Descriptive name for this signature.
      • Signature type: Type of signature required. The selections are Check box, Full name, or Assertion only. If Assertion only is selected, no signature is required to submit the survey.
      • Assertion: Text you want to display to recipients.

      By default, a property called Require authentication for user signature is configured to require users to authenticate when providing a full name signature.
      Active Check box to activate the survey definition. When the Active check box is cleared, new survey instances cannot be generated and users cannot complete existing survey instances. Use the Active check box to deactivate or activate a published survey.
      Anonymize responses Check box to ensure that all responses for this survey are stored without the submitting user names. When a user submits a survey, the system clears the Assigned to field for the associated survey instance. Also, survey responses for anonymous surveys do not contain Assigned to values.
      Note:
      The Assigned to field is cleared. However, each response record includes the Created By and Updated By fields that are accessible to users with the survey_admin role.
      State Status of the survey: Draft or Published.
      Schedule period Option that determines how often a user can take the same survey and whether the system generates survey instances on a schedule.
      Note:
      If you use a trigger condition for a survey, ensure the schedule period is set to No Limit. Trigger conditions use a different method to regulate how often users can receive survey instances.
    4. Click Submit or Update.

    Create or modify HR survey categories and questions in legacy HR

    When an HR survey definition is created, a survey category is automatically added. You can create questions that are associated with this category or define another category for questions.

    Before you begin

    Familiarize yourself with the Survey question data types before you begin entering questions.

    Role required: admin, hr_admin, or hr_manager

    About this task

    For example, the HR Request Satisfaction Survey has one category, with four questions about satisfaction with the HR request process. You can define another category to ask about satisfaction with the HR agent who handled the case, or you can add more questions to the existing category.

    The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer.

    Procedure

    1. Navigate to All > HR • Administration > Surveys > HR Surveys, and open the survey to add questions.
    2. In the Metrics Categories related list, complete one of the following actions.
      OptionDescription
      Add or edit questions in an existing category Click the category name.
      Add a category and questions Click New. Enter the category name and description, right-click the form header, and click Save.
      The Survey Category form that appears includes the Assessment Metrics related list, which contains any questions that are already defined.
    3. To edit a question, complete the following steps.
      1. Click the question text and edit the fields on the form.
      2. Click Update.
      3. If required by the question type, add definitions in the Assessment Metric Definitions related list.
        For example, Likert and numeric scale data types require the scale metric definitions.
    4. To add a question, complete the following steps.
      1. Click New and complete the form.
      2. Right-click the header and click Save.
        Additional fields may appear based on the selected data type. For example, if you select Choice, you must enter the scale definition.
      3. If applicable, add definitions in the Assessment Metric Definitions related list.
        For example, the Choice data type requires that you enter the choices.
    5. Click Update.
      The Survey Definition reopens.

    Publish a new HR survey in legacy HR

    You must publish a new survey before users can complete it.

    Before you begin

    Role required: admin, hr_admin, or hr_manager

    About this task

    After a survey is published, you can edit it and it remains published. The State field on the Survey Definition form indicates whether the survey is published.

    Procedure

    1. Navigate to All > HR • Administration > Surveys > HR Surveys, and open the survey to publish.
    2. Click Publish.

    Result

    If there are assigned users, the system automatically generates a survey instance. You can click Send Invitations to send a notification to the assigned users with a link. Assigned users can also navigate to Self-Service > My Assessments and Surveys to take the survey.
    Note:
    A survey cannot be returned to the Draft state after it has been published. You can, however, deactivate a survey by clearing the Active check box.

    What to do next

    If you want employees to receive a link to a survey, such as the HR Request Satisfaction Survey, create a notification. To get the URL of the published survey so it can be included in the notification, click the View Survey URL related link. You can copy the URL and paste it as a hyperlink in the notification.

    Create a trigger condition for an HR survey in legacy HR

    When you create a new HR survey, you can add a trigger condition to specify when the survey is sent and to whom.

    Before you begin

    Role required: admin, hr_admin, or hr_manager

    About this task

    Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. Some of the descriptions use the Incident table as an example; substitute HR case information to create an HR survey trigger condition.

    Procedure

    1. Navigate to All > HR • Administration > Surveys > Trigger Conditions.
    2. Click New.
    3. Complete the form.
      For details about the fields, see Trigger Condition form for surveys
    4. Click Submit.