Satisfaction Survey
Description, Purpose and Objective
NOTE
The Satisfaction Survey view is the qualitative module in charge of collecting, structuring and evaluating the perception of users and organizations regarding the quality of the service, usability of the system and timeliness in delivering results.
A Satisfaction Survey includes the following evaluation components:
- Event / Evaluated Round: Cycle or period subject to feedback.
- Quiz Questions: Likert scale ratings, multiple choice questions, and open fields for comments or observations.
- Traceability of Responses: Record of date, issuing user and participating organization for statistical analysis.
The objective of this view is to provide management with continuous improvement tools for making customer-oriented decisions.
Context of Use
This module is used by:
- Analysts and Organization Users: To record their perception of the technical attention and quality of the service received during the period.
- Quality and Customer Service Managers: To consolidate satisfaction indicators and formulate preventive and corrective action plans.
Possible Actions
1. Fill out the Satisfaction Survey
- Select the event or period available for evaluation.
- Answer the qualitative and quantitative questions presented on the screen:
- Service Rating: Numerical or rating scale.
- Opportunity and Support: Evaluation of compliance with deadlines and instructions.
- Free Comments: Optional text area for observations or suggestions.
- Click "Submit Survey".
[Imagen ilustrativa: Formulario de Encuesta de Satisfacción]
2. Consult the Response History
- Access the consolidated satisfaction table.
- Filter responses by event, date range, or organization using the "Search" search engine.
- Export data for quality audits.
User Feedback Management according to ISO 15189 (Clause 8.6)
NOTE
- Measuring User Satisfaction: The international standard ISO 15189 requires periodically collecting feedback from users regarding whether the services have met their needs and expectations.
- Opportunity Indicators: The data collected on compliance with delivery deadlines for reports and instructions directly feeds management reviews and continuous improvement plans (PHVA cycle).
Required Technical Permits
satisfaction_survey_read: Allows you to consult the survey form and history.satisfaction_survey_create: Authorizes the completion and sending of the satisfaction survey.satisfaction_survey_export: Allows you to download the consolidated responses.