Have been using a customer survey just as you outlined. This system has been working for four-five years.
There is also the Management Report that processes the returns into an easy to understand results. There is never enough information for the management, but they normally dont tell you up front what they want to see. Normally they say we need to survey customer satisfaction. If you dont get good requirements up front you get left with poor direction and a survey that needs to be revised. Survey is mailed out using a template containing information such as ticket number and action taken to resolve. The template is HTML form with the survey questions. Completing the survey and clicking submit creates a return Email containing the responses. Email comes back to Remedy Server, opened and parsed into the survey form. We use a custom survey form with additional processing that reads the survey and assigns for appropriate action. Satisfactory reports get no additional processing. Less than satisfactory are routed to QA process where they are reviewed and appropriate actions taken. NOW THE PROBLEMS START. Windows XP applications package the return Email as an attachment. So far these surveys have been ignored and eventually go to the bit bucket. Most of our internal customers use Win 2000 but XP is starting to be deployed. The problem is escalating and not going away. Im developing workflow to export attachment and run a script to process into the survey form. George T. On Wed, 10 Jan 2007 23:35:33 -0500, Eugene G. <[EMAIL PROTECTED]> wrote: >Was wondering if the following is feasible/ will work. > >I want to send survey's by email in HTML format (From Remedy). These >custom surveys will use radio buttons for possible answer choices. When >the user receives this HTML based survey by email, fills it out, and >sends it back; is there a way for Remedy to parse the radio button >selections? >Does anyone see any pitfalls or have better suggestions? I'm thinking >of creating a replica of my survey form (in a HTML editor) and making >this an email template. We want a nice clean appearance to the surveys; >using text only is sooooo 1998 ;) > >Thanks a bunch, > >Eug > >__________________________________________________________________________ _____ >UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" >========================================================================= _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
