Online Survey Application:
CSC Survey Central
System Overview
November 26, 2012
Supported by:
MSS Global ESM
CSC ©Copyright 2012
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System Overview
Background
Origin of the system
• Fulfill multiple requests for CSC hosted survey capability similar to online
tools such as Survey Monkey
• Provide the capability to support different types of surveys
– Process Health Checks
– Data accuracy
– New Business discovery
– Client Satisfaction
– Help Desk Feedback
• Leverage our experience managing customer satisfaction surveys
Current survey applications include COMPASS,TPAR, SWPAR
• Provide a platform for future growth and expansion of capabilities
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System Overview
Requirements
Functionality of the system
• Provides a flexible, secure survey application accessible by CSC
employees and current or potential clients
– Web site is SSL secure
– Database is within the CSC network
• Provides multiple layers of administrative security, to allow delegation of
authority
• Allows reuse of surveys and segregation of results
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System Overview
Functionality
Overview of current system capabilities
• Create a survey
• Distribute the survey
– Create invitation email
– Create list of recipients
– Create Survey from templates
– Add a Customized Header
– Send the survey invitations
– Options between multiple languages
– Send reminders to recipients who have not responded
• View/Download results
• Implement Survey Account Security
– Restrict access to modify the surveys, invitations, distribution lists or access
reports
– Establish administrative user accounts with rights at the survey, invitation and
distribution list levels
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System Functionality
Request Access
Establish an account where your surveys, distribution lists, and all results
will be housed. Only one account is necessary per team or client.
• Log on to Survey Central using the user ID and password provided
• Click on the Access Request link provided on the Survey Central home page.
Choose the type of access needed.
If your team already has an
account, select New User ID for
Existing Account.
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System Functionality
• Site Address:
– https://client.css.csc.com/surveycentral/
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System Functionality
Account Home Page
This is the Account Home page. This page allows you to navigate to the
different sections in the account. You can view account statistics, download
survey summary reports, and under Resources you will find system
documents.
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System Functionality
Creating a Survey
Set up survey questions, response options, question scoring and survey
appearance.
Surveys can be created as a blank document (brand new) or copied from
existing surveys and templates.
Brand New Survey
Copy Existing Survey
Use a Survey Template
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System Functionality
Creating a Survey (cont’d)
In order to create a question, click on the “Add Question Here” button. A
new window will open and give you the option for which type of question
you would like to create.
There are several options available for the
question types. Additional question types will be
added as requirements dictate.
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System Functionality
Creating a Survey (cont’d)
Each type of question has a specific set of parameters available to the user
that controls the appearance and functionality.
The preview capability allows the user to verify the appearance
before sending out Survey Invitations.
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System Functionality
Creating a Survey (cont’d)
On the Survey Options page, you can update the Survey Mode, Survey
Header, Response Options, Follow up Method, and Access Settings.
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System Functionality
Creating a Survey (cont’d)
Language Options will give you the option to chose different Languages.
English is default Language.
Available Languages
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System Functionality
Creating a Survey (cont’d)
On the “Labels & Messages” page, you can edit the labels and other
messages found with in the survey.
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System Functionality
Creating a Survey (cont’d)
On the Followup Management page, you can create groups to be notified
in the event that a survey requires follow up.
You can create a follow up group by
clicking the Create Group link at the
top right corner of the Survey
Followup Mgmt page.
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System Functionality
Sending a Survey
Once the survey is created, the user can create one or more Invitations
that can be sent out to custom distribution lists.
Enter Invitations from either
the Survey Options or Survey
List page.
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System Functionality
Sending a Survey (step 1 of 4)
Each Survey Invitation has custom parameters such as an expiration date
email, and security settings.
• Configuration Lockdown – users must be given explicit rights to modify, send or
resend the current invitation.
• Reporting Lockdown – users must be given explicit rights to view the response
report for the current invitation.
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System Functionality
Sending a Survey (step 2 of 4)
Use the default email or enter a custom message for the recipient.
• You can place the survey link anywhere in the email by using zzurlzz as a placeholder.
If zzurlzz is omitted, the survey link will be added to the end of the email automatically.
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System Functionality
Sending a Survey (step 3 of 4)
Create a new distribution list or reuse an existing list.
• Multiple distribution lists can be used for this invitation.
• If creating a new distribution list, type or paste the email
addresses into the dialog box.
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System Functionality
Sending a Survey (step 4 of 4)
Once the invitation is configured, email may be tested and sent.
Click
Send
Invitations
• The Test Email button sends an email to the current user.
• The Send Invitation buttons schedules emails in blocks of 250 recipients, 5 min apart.
• Once the initial emails have been sent, the option to send reminders will be available.
Reminders will go to any recipients who have not yet completed a survey.
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System Functionality
Sending a Survey (cont’d)
The resulting dialog box will allow you to send the survey immediately,
schedule for the future and schedule reminders, if necessary.
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System Functionality
Sending a Survey (cont’d)
After you schedule the invitation delivery, you can monitor the progress, send
additional invitations or reminders, resend the original invitations or even cancel
existing jobs and start over. Once you begin to receive responses, you can also
view and manage those responses:
Additionally,
you can click
on the
Recipients icon
for each job
and see who
received the
email in the
past or who is
projected to
receive the
email for
pending jobs,
based on the
type of job
(Initial Send,
Resend,
Reminder, Add
new recipients)
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System Functionality
Viewing and Managing Results
Results for each survey are accessible from the Survey List page.
• Rights for all invitations are required to pull the combined report
• Access to reports segregated by invitation are also available from the invitations link
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System Functionality
Viewing and Managing Results (cont’d)
Survey results can be secured by invitation or at the survey level. Survey
admin rights are required to run reports or delete individual responses.
View or delete
individual
responses
Survey Central Overview
Download question
results in a graph
or grid, or even
the full excel
spreadsheet
report.
Download the
summary
report in excel
format
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System Functionality
Distribution List
The Account Distribution List page serves to view and modify any lists that
have been created when sending invitations.
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System Functionality
Advanced Follow up
You can create advanced follow up tasks and assign them to individuals in
order to keep track of survey responses.
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Security Settings
Restricting Access
There are 5 levels of access restrictions that can be set. Each level has a
unique set of options.
• System Rights*
• Account Rights
• Survey Rights
• Invitation Rights
• Distribution List Rights
System Rights
* System Rights are managed by the system administrators only
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Security Settings
Account Rights
This page shows the account security settings, rights available, and a list of users who can access the
account. Users must be in this list before additional rights can be granted at the survey, invitation, or
distribution list levels.
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Security Settings
Survey Rights
Users only need rights at the survey level if restrictions have been put in
place.
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Security Settings
Invitation Rights
Users only need rights at the invitation level if restrictions have been put in
place.
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Security Settings
Distribution List Rights
Users only need rights at the distribution list level if restrictions have been
put in place.
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Contacts
Reports
Allows user access to any reports pertaining to the survey(s).
The Common reports will give you summary results for your surveys and
account configuration.
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Contacts
Reports
There are custom reports that provide summary data for different attributes.
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Contacts
Reports
Clicking the Survey link will give you access to all of the survey results.
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Contacts
System Contacts
Survey Central is supported by the GESM Metrics & Reporting group.
• Primary Support Contact – email Compass_Admin@csc.com
• Leadership
– Mike Shapiro
• Development / Support
– Bhawana Mathur
– Lora Hartwell
– Jeff Jeffcoat
– Lalit J Kumar
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