Satisfaction Surveys #

After a service request is completed, customers receive an automated satisfaction survey email. The survey is accessed via a unique tokenized link and takes less than a minute to complete.

What DMSI Service Management Adds
The satisfaction survey system is entirely new to this extension. Core does not include any survey or rating mechanism. Survey results feed into the admin dashboard’s Satisfaction Trends widget and reports.

When Surveys Are Sent #

A satisfaction survey email is queued automatically when a service request transitions to completed status. The email is sent asynchronously via Action Scheduler — there may be a short delay between the status change and email delivery.

Each survey email contains a unique link in the format:

https://yoursite.com/customer-portal/services/satisfaction-survey/?token=XXXXXXXX

The token is single-use and specific to that request. It expires after 30 days.

Survey Form #

The survey page contains three fields:

All three fields are shown on a single page. Submitting the form records the response and displays a thank-you message.

Token Behavior #

• Each token is valid for one submission only. If a customer submits the survey, the token is consumed.
• If a customer clicks the link after already submitting, they see a message indicating the survey has already been completed.
• Expired tokens (older than 30 days) display an expiration message.
• Tokens are not tied to a login session — customers do not need to be logged in to complete a survey.

Survey Results #

Survey results are visible to admins in:
– The Satisfaction Trends widget on the Service Management dashboard
– The Satisfaction Report under Services > Reports

Individual survey responses (rating, recommend flag, and comments) are stored against the originating request and visible in the request detail view in admin.