Surveys in Facilitron Works

This guide is designed for Order Administrators and explains how to create, send, automate, and manage surveys, as well as track their results. Surveys are a powerful tool for gathering direct feedback from work order creators, and help with evaluating the quality of work performed by the Maintenance and Operations department. This feedback is essential for continuous improvement and ensuring customer satisfaction.

Creating Surveys

To create and manage surveys, follow these steps:

Go to Manage > Surveys. On this page, you will see a list of all existing surveys in the system. If no surveys have been created, the page will be empty.

Click + Add New to create a new survey. 

Next, follow the steps below to set up your survey:

A. Name your survey: Provide a clear and descriptive name for the survey.

B. Write a description: Add details about the purpose of the survey, if necessary.

C. Work Order Specific: Indicate if the survey is connected to a particular work order.

D. Anonymous Responses: Decide if the survey should allow anonymous responses.

Next, add survey questions by clicking + Add Question.

You'll see two question types - Rating and Text.

1. Rating – Allows you to create a question where respondents select a rating from a list of options. Each option must include a descriptive label and a whole-number score (decimal values are not supported). For example, “How would you rate the service you received?” Possible responses might range from “Very Poor” (1) to “Excellent” (5). You can also make the question required and include an optional comment field for additional feedback.

2. Text - Allows respondents to provide open-ended feedback in their own words.

Decide who will receive the survey. You may decide to send it to the requestor, approver, or all followers. Choose a contact to be notified when a survey response is submitted.

Then, click Save Survey.

Automating Surveys

In addition to sending surveys manually, Order Administrators can use automated surveys to streamline the process of collecting feedback from work order creators. By automating survey delivery, administrators can gather feedback more consistently without having to send surveys individually from each work order.

To set up survey automation:

Go to Manage > Surveys and select the survey you want to automate.

Click the Automation tab and turn on the survey automation toggle.

Under “Cadence”, choose how frequently surveys should be sent. You can choose closure-based, percentage-based, or time-based.

• Closure-Based: Sends a survey for every specified number of closed work orders. For example, you can send a survey for every other work order that closes.

• Percentage-Based: A percentage of closed work orders are chosen at random to receive a survey. For example, you can choose to send surveys for 5% of closed work orders.

• Time-Based: Sends surveys on a set schedule. You can choose daily, weekly (on a specific day), monthly, or annually.

(Optional) Under “Per-Trade Overrides”, click Add Override to set a different survey frequency for a specific trade. Select the trade and choose either a Closure-Based or Percentage-Based cadence. For example, you can send surveys for every Electrical work order or 80% of HVAC work orders.

(Optional) Set a Per-Recipient Cap to limit how many surveys an individual can receive within a calendar quarter. This helps prevent frequent work order creators from receiving too many survey requests.

Click Save to save your automation settings.

Once automation is enabled, the “Automation” tab displays the current automation status, the number of surveys sent this quarter, the last sent date, and the quarterly reset date.

Note: The “Sent This Quarter” count and “Per-Recipient Cap” reset each calendar quarter. You can find the next reset date on the Automation tab.

Sending Surveys Manually

To send a survey, first go to the work order details page. On the right hand side, you’ll see a panel with the work order number at the top. Under the “Satisfaction survey” section, click Send Survey.

Then, select the survey you’d like to send from the dropdown. Choose if you want to send the survey to the Requestor, Approver, or All Followers. Then, click Send Survey. The survey will then be sent directly to the selected recipients.

Adding a Work Order to the Survey Queue

If you want to request feedback on a specific work order, you can manually add it to a survey queue. To add a work order to the survey queue, first open the Work Order Detail page for the work order you want to add.

In the right-hand panel, locate the “Satisfaction survey” section and click Add to Survey Queue.

Select the survey you want to send. Review the list of recipients. Recipients are automatically selected based on the survey's settings, but you can uncheck anyone you do not want to receive the survey for this work order. Click Add to Survey Queue.

Viewing the Survey Queue

The Queue tab allows you to track work orders that have been selected for a survey, whether through survey automation or manually added by an administrator. You can see which surveys are waiting to be sent, which have already been sent, and which have been cancelled.

Navigate to Manage > Surveys and select the survey you want to view.

Click the Queue tab.

Review the list of work orders selected for the survey. Each entry includes:

• Work Order: The work order number and associated trade.
• Date Added: When the work order was added to the queue.
• Added By: The person who added the work order, if it was added manually.
• WO Status: The current status of the work order.
• Queue Status: Whether the survey is pending (waiting to be sent), sent, or cancelled.
• Date Sent: When the survey was sent, if applicable.

Use the filters to view work orders by queue status. You can also click any work order number to open its Work Order Detail page.

Managing Survey Responses

To view survey results, first go to Manage > Surveys and select the survey you want to review. 

Click the Results tab. On this page, you'll find valuable insights, including a summary of overall responses as well as detailed individual feedback. At the top of the page, you'll see an overview of your survey results, including:

• Responses: The number of survey responses received over the past three months.
• Response Rate: The percentage of sent surveys that have been completed.
• Average Rating: The average satisfaction rating on a scale of 1 to 5.
• Low Satisfaction: The number of responses that fall within the lowest third of the rating scale.

Under “Survey Response Summary”, you can view the total number of responses for each question, along with the lowest, average, and highest scores received.

Under “Responses”, use the filters to narrow your results by date range, employee, contractor, or trade.

Each response displays the date the survey was completed, the person who submitted it, and the associated work order and trade.

To view an individual response, click the expand icon next to the response. This displays the complete survey, including each question, the recipient's answers, scores, and any additional comments.

To download your survey data to an Excel spreadsheet, click Export.

Editing or Deleting a Survey

To edit a survey, first go to Manage > Surveys, locate the survey you want to edit, and click the edit icon.

Make any changes to the survey's details, questions, or recipients. Click Save Survey to save your changes. Please note that surveys can only be deleted if they have no completed responses.