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Getting feedback from employees

Nexthink offers you deep visibility into your IT infrastructure from the perspective of the employees. With Nexthink, you receive extensive information about the hardware of employee devices, the software that is both installed and run on these devices and overall network usage by employees. This abundance of objective information is crucial to your IT support teams as it allows them to understand what is actually happening within your corporate network.

In order to get the full picture of your IT infrastructure, it is important to balance this objective view with the subjective opinions of employees. With Nexthink, measure the IT satisfaction level of employees by directly asking them about their perceptions of the various IT services they use daily, and the equipment that has been provided to them. Target only affected users by designing pertinent investigations and keep track of employee responses with dedicated dashboards in the Campaigns.

Analyze results and compare objective information alongside subjective IT satisfaction to get a better and more complete understanding of your IT environment as a whole.

Planning a campaign

Campaigns are powerful tools that allow you to understand employee opinions about a particular subject. One of the strengths of using campaigns comes from the fact that you can address questions to all employees with a single action.

To design a successful campaign, consider the following points:

  • The goal of the campaign

    • State what you want to achieve with the help of all stakeholders.

    • Define the actions to take once the campaign has ended.

  • The target audience

    • Clearly define the group of users targeted by the campaign.

    • Adapt the language of the questions in the campaign to the target audience.

  • The length and duration of the campaign

    • Ask only a few questions per campaign.

    • Choose the type of campaign according to your previously defined goals:

      • One-off campaign

      • Recurring campaign

      • Continuous Satisfaction Measurement campaign

    • Control the timeframe for collecting answers in order to take action based on feedback.

  • The urgency of the campaign

    • Urgent campaigns are immediately delivered.

    • Non-urgent campaigns respect a Do Not Disturb period between them.

When you publish a campaign, you want to maximize:

  • The number of targeted users who answer your questions.

  • The quality of their answers.

And minimize the burden on the users.

Engaging the employee

Campaigns are only successful when employees take the time to answer the questions. Create a campaign that engages employees and encourages them to answer all questions by:

  • Creating a trusting relationship through greetings.

  • Personalizing notifications.

  • Providing reasons why you are asking about a particular matter.

  • Taking action based on the answers you have received.

Write campaign questions in a way that ensures the targeted audience understands what you are asking. Using overly technical language can be off-putting. Avoid jargon and adapt language to the group of employees you are addressing.

For instance, when communicating with a group of generic employees, write:

How happy are you with the sending speed of your email?

And not:

How satisfied are you with the performance of the SMTP server?

Defining the target audience

To define the target audience of a campaign, write an NQL query that captures the criteria based on which users you’d like to target. Write the NQL query directly within the Investigations view to target users with manual campaigns or create scheduled campaigns where you define the NQL query as part of the campaign.

Filter out users who should not receive campaigns. For instance, system users will never answer campaign questions, so you do not need to include them in the investigation.

Timing considerations

To make your campaigns more effective, do not overwhelm employees with too many questions. Instead, a few precise questions are often enough to help users stay focused and provide better quality answers. With lengthy campaigns, users may become discouraged and not finish the survey or simply ignore the last few questions. As a rule, ask from one to five questions per campaign.

Declare a campaign urgent to avoid delays in delivery if you want to communicate something urgent or important to all targeted users.

Depending on the type of campaign, regularly control the period dedicated to collecting feedback. This allows you to take action on the answers provided by employees. For one-off campaigns, take action once you have retired the campaign. For recurring and continuous campaigns, take action periodically before you repeatedly target the same groups of employees.

Phases of a campaign

The lifecycle of a campaign comprises the following phases:

Draft

You have saved the campaign but not yet published it. You can edit most of the fields in the campaign and make modifications. You can only edit the campaign NQL IDs and question NQL IDs before you save the campaign for the first time. This supports stable and accurate data when querying campaign information via these IDs.

Published

Once you publish a campaign, the campaign becomes active and employees start receiving a set of questions associated with the campaign. Edit a campaign that has been published with some restrictions.

Retired

When it is time to end a campaign, stop sending questions to employees by retiring the campaign. Once you retire the campaign, its results will still be available on the campaign results web dashboard.

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