How to Complete a Customer Satisfaction Survey using Remedy ARWeb

Step 1 - Click on the URL link contained in your Customer Satisfaction Survey E-mail message.

Example message:

Subject: Customer Satisfaction Survey for Closed HelpDesk Case (HD0000000017022) 

Please open http://arsweb.unt.edu/cgi-bin/expandsvy.pl?case=HD0000000017022 on the web. Click on the "Modify" link, and fill out the Customer Satisfaction Survey.

This message provides a link to a short Customer Satisfaction Survey that was created for you when your ticket was Closed, either by you or the 15-day automatic closure process.  The web URL allows you to connect directly to ARWeb and open the Survey.

Step 2 - Log in to ARWeb

You will first have to log in to the authentication screen with your UNT EUID, which is typically your initials and a serial number in the form "abc1234."  Your password is normally your nine-digit UNT ID without dashes or spaces.  The login screen will look like this.  

Step 3 - View the Survey and click on the Modify link

Once you have logged in, ARWeb will display your Survey in an Entry screen. Click on the Modify link to open the Survey form.

Step 4 - Complete the Survey

Enter a numeric rating for each Assessment statement, ranging from the strongest disagreement (worst rating) at 1 to the strongest agreement (best rating) at 10. Enter any comments you want to make in the Comments fields for the specific Assessment. Please keep in mind that this survey is tied to a single Help Desk Case, and try to limit your comments to that specific support transaction.  

Step 5 - Save your Survey

Click on the button to report your assessment to the management group of the assigned support area.

Step 6 - Logout from Remedy ARWeb

Scroll down and click on the Logout button to end your session on ARWeb, BEFORE closing the browser window (closing the browser window without logging out leaves your account logged in for one hour, tying up one Remedy User license).

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