Events related to the Listening Posts surveys on User Experience Analytics dashboard

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Events related to the Listening Posts surveys on User Experience Analytics dashboard

    The User Experience Analytics dashboard in ServiceNow tracks user interactions with Listening Posts survey widgets, enabling you to analyze both successful and unsuccessful survey attempts. This insight helps you understand employee behavior, such as time taken to respond or drop-off points, which can guide improvements in survey design and encourage higher participation.

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    Successful submissions at survey response

    This event captures instances where users complete and submit surveys without issues. The dashboard provides key metrics including:

    • Distribution of time spent: Average time employees spend on the “My survey” or “Take survey” widgets, grouped by intervals (<30 seconds, >30 seconds, >60 seconds).
    • Submissions with flow change: (Applicable only to the “My survey” widget) Measures percentage of users who navigated backward or forward during the survey, indicating potential usability issues.
    • Submissions with comments: Percentage of survey submissions that include user comments across both widgets.
    • Submissions across surveys: Breakdown of successful submissions distributed among different surveys (e.g., PS1, PS2).
    • Distribution across widgets: Percentage of successful submissions separated by the “My survey” and “Take survey” widgets.

    Additional properties such as Channels, Applications, Page Id, and Instance Id are tracked by default but are not specific to Listening Posts widgets.

    Unsuccessful attempts at survey response

    This event monitors when users start but fail to complete or submit surveys. It includes insights on:

    • Distribution of time spent: Time spent on survey widgets before abandoning the attempt, categorized by durations (>10 seconds, >60 seconds, >120 seconds).
    • Attempts to rate: Percentage of cases where users clicked a rating but did not submit it (unsuccessful) versus those who submitted.
    • Attempts to comment: Percentage of instances where users typed comments but failed to submit them compared to successful submissions.
    • Attempts across surveys: Distribution of unsuccessful attempts across various surveys.
    • Distribution across widgets: Breakdown of unsuccessful attempts between the “My survey” and “Take survey” widgets.

    Practical Value for ServiceNow Customers

    By leveraging these events on the User Experience Analytics dashboard, you can:

    • Identify how employees interact with Listening Posts surveys, including how long they spend and where they face difficulties.
    • Detect patterns of incomplete surveys to improve survey flow, content, and user engagement strategies.
    • Measure participation rates and gather qualitative feedback through comments and ratings.
    • Make data-driven decisions to optimize survey design and increase employee participation in feedback initiatives.

    The User Experience Analytics 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 User Experience Analytics 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.

    Figure 1. User Experience Analytics dashboard
    User Experience Analytics dashboard - Successful submission.

    • 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.

    Note:
    On the dashboard, the Channels, Applications, Page Id, and Instance Id charts are default properties that are not custom-defined for the Listening Posts 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.

    Figure 2. User Experience Analytics dashboard
    User Experience Analytics dashboard - Unsuccessful attempts.

    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.