* Live walk-through of end-user experience for feedback capability **(Demo 21:35 – 30:00)**
* Live walk-through of admin experience for feedback capability **(Demo 38:05 – 48:05)**
* Get the slides and Q&A for this session by visiting [here](https://www.servicenow.com/community/employee-center-events/employee-center-academy-integrated-services-and-experience/ec-p/2802311#M106)

For other feature deep-dives, refer to other topics covered as part of [Employee Center Academy](https://www.servicenow.com/community/employee-center-articles/employee-center-academy-upcoming-amp-recorded-sessions/ta-p/2320507) series.

### Feature Overview

**Integrated Experience and Service Feedback** is a feature designed to gather continuous in-the-moment feedback from users on their experiences with the Employee Center portal and its services.

This feature helps experience owners and service owners to continuously improve their employee experience by enabling them to capture feedback at critical touch points, such as portal pages, mobile screens, service workflows, and email notifications. It consists of integrated widgets placed strategically across the portal to facilitate the collection of both overall portal experience feedback and service workflow feedback.

Administrators can configure feedback options within the portal, capturing user sentiments through various channels such as drawer widget, in-page widget, or email notifications. The feedback collected is presented neatly on an employee experience dashboard for analysis.

Below are the details on the individual components of the new feedback capabilities:

**1\. Experience Feedback –** There are two new widgets available out-of-the-box to capture portal experience feedback across pages. First is a configurable Drawer “Give Feedback” widget, which is a great way to capture generic user feedback across all pages on the Employee Portal. The Drawer widget also captures additional context by recording the page URL parameters along with comments. Second, is an in-page widget, which admins can place within a specific portal page to capture feedback on it, for example capturing feedback on a newly designed Microsite.

Admins can configure to exclude the drawer feedback widget when alternate feedback capture methods, such as the in-page feedback widget, are used. Admins or users, either one can choose to anonymize feedback responses, ensuring flexibility in the feedback collection process. Admins can also configure the feedback question text and format as per the organization’s preferences.

**2\. Service Feedback -** Admins can now gather feedback at various touch points throughout the service workflow, with easy configurations for trigger conditions and question selection. They can also enable in-line feedback in any email notification, empowering users to provide actionable feedback without leaving their inbox.

Like in experience feedback, admins can configure the feedback question text and choose from a variety of response options, including 5-point scales, 3-point emoji scales, or simple thumbs up/down scales. Admins or users have the option to anonymize feedback responses, adding an extra layer of privacy.

Additionally, with cross-channel feedback tracking, users are spared from feedback fatigue by ensuring they aren't inundated with redundant feedback requests across different channels.

Below screenshots are examples of service feedback enabled across the workflow:

**Note:** Service Feedback via email notifications will be available with [Outlook Actionable Messages](https://store.servicenow.com/sn%5Fappstore%5Fstore.do#!/store/application/5891ca48ede9453ab94903dc2a74448c/4.1.5) store application (version 4.1.5).

**3\. Experience and Service Feedback Dashboard –** Our new dashboard for analyzing Feedback tracks both experience and service feedback responses. Admins can effortlessly track aggregate ratings for feedback over time. They can dive deeper into feedback responses by channel (i.e., whether from the portal or email), by page, and by rating. With this dashboard, organizations can gain a comprehensive understanding of feedback received and draw insights that can easily translate into continuous improvement.

The Integrated Experience and Service Feedback enhancement is available by upgrading the [Employee Center Pro](https://store.servicenow.com/sn%5Fappstore%5Fstore.do#!/store/application/236addd4d75048c1a5f250d73c064976/30.0.4) application (version 30.0.4). For configuring Service Feedback via email notifications, organizations would need to install the latest [Outlook Actionable Messages](https://store.servicenow.com/sn%5Fappstore%5Fstore.do#!/store/application/5891ca48ede9453ab94903dc2a74448c/4.1.5) store application (version 4.1.5).

_Note:_

_For experience feedback, all deployments will have the drawer widget enabled upon upgrade/first install. However, the in-page widget is only pre-enabled for new deployments (i.e., first install), for upgrade scenarios admins will need to manually place this widget on the portal at the designed locations via the page designer._

_For Service Feedback, admins will need to enable and complete the full configuration upon upgrade or new installation, as they don’t come pre-enabled._

Refer to product documentation on [Integrated Experience and Service Feedback](https://docs.servicenow.com/bundle/washingtondc-employee-service-management/page/product/employee-center/concept/ex-fdback-ovrvw.html) for additional details.

### FAQ's

1\. How is Experience Feedback different from Service Feedback?

1. **Experience Feedback -** It refers to the process of gathering feedback from employees, regarding their interaction with specific elements of the Employee Center Pro portal. For example, if an organization's portal administrator has developed a new page, microsite, or topic page and seeks feedback on it, this feedback collection process would fall under Experience Feedback. It aims to capture employee sentiments and opinions on the overall user experience within the portal.
2. **Service Feedback -** If service owners aim to streamline request submission processes and seek feedback on their effectiveness, this feedback collection process falls under Service Feedback. It focuses on capturing employee opinions and insights regarding the efficiency and effectiveness of service workflows.

2\. How is Integrated Experience & Service Feedback different from Listening Posts?

Integrated Experience and Service Feedback, licensed under Employee Center Pro, differs from Listening Posts functionality, licensed under HR Enterprise, in several key aspects:

1. **Service Feedback -** Integrated Experience and Service Feedback covers all service workflows, while Listening Posts focus on Journeys and Lifecycle events pulse surveys.
2. **Experience Feedback -** Experience Feedback under this capability offers enhanced flexibility in terms of configuration and analytics as compared to Listening Posts' drawer widget.
3. **Employee Sentiment -** Listening Posts are suitable for unique use cases like Employee Sentiment analysis.

**ServiceNow Recommends -** For Voluntary Experience Feedback, Integrated Experience and Service Feedback is recommended, while Listening Posts are preferable for feedback in Journeys, Lifecycle events, and Employee Sentiments.

3\. How is Integrated Experience & Service Feedback different from HR Surveys?

Integrated Experience and Service Feedback, licensed under Employee Center Pro, differs from HR Surveys functionality, licensed for all HRSD customers, in several key aspects:

1. **Service Feedback –** Both Integrated Experience Feedback and HR surveys covers all service workflows. However, HR surveys are limited to My Surveys functionality and non-actionable email notifications whereas Integrated Experience Feedback functionality is extensible via embedded in-page widgets, pop-overs, and actionable emails.
2. **Experience Feedback –** Integrated Experience Feedback offers enhanced feedback functionality with flexible drawer configurations, in-page widgets and analytics. However, provision to capture experience feedback is not available with HR surveys.

**ServiceNow Recommends -** Organizations currently using HR surveys for service workflows should transition to Integrated Experience and Service Feedback for the following reasons:

1. **Streamlined Communication**: Integrated Experience & Service Feedback enables the inclusion of actionable surveys within single service update emails, enhancing efficiency.
2. **Real-Time Feedback**: Employees can share feedback immediately after case submission, ensuring timely insights for continuous improvement.

4\. What licensing is required for accessing Experience & Service Feedback capability?

Experience & Service Feedback capability requires **Employee Center Pro license**. This capability is backward compatible to Utah, Vancouver & Washington.

5\. What plugins will be required for accessing Experience & Service Feedback capability?

As of May 2024 release, the Integrated Experience and Service Feedback enhancement is available by upgrading the **Employee Center Pro application** to version 31.0.4\. Additionally, for configuring Service Feedback via email notifications, organizations need to install the latest **Outlook Actionable Messages** store application (version 4.2.1).

6\. How to enable Experience & Service Feedback?

For experience feedback, all deployments will have the drawer widget enabled upon upgrade/first install. However, the in-page widget is only pre-enabled for new deployments (i.e., first install), for upgrade scenarios admins will need to manually place this widget on the portal at the designed locations via the page designer.

For Service Feedback, admins will need to enable and complete the full configuration upon upgrade or new installation, as they don’t come pre-enabled.

7\. What is Feedback Configuration table?

Feedback configuration table enables Portal Admin roles to set global one-time configurations that defines behaviors such as anonymity, privacy text, success message and drawer position. Anonymity is whether user response should be anonymous by default or defined by user opt-in. Then portal admins could also configure the privacy text, success icon, success message and drawer placement options. And these configurations remain the same for all kinds of feedback – drawer, or portal or email.

8\. What is Feedback Definition table? And what are different types of feedback definitions?

Feedback Definition table is used to configure the finer details about the feedback such as where it will be shown, who will it be shown to, what will be shown and so on. The below presented table summarizes the different types of feedback definitions:

9\. How is the collected feedback presented for analysis?

Feedback collected is neatly presented on an employee experience and service dashboard, allowing admins to track aggregate ratings over time, analyze feedback responses by channel, page, and rating, and gain insights for continuous improvement.

10\. Does the drawer feedback widget capture the page the user was on when submitting their feedback?

Yes, the Drawer widget captures additional context by recording the page URL parameters along with user comments

11\. Are the widget and components translatable with dynamic translations? In other words, seen in multiple languages by our diverse teammate population?

Yes, they will follow the same dynamic translations available for portal via the localization framework

12\. Does the outlook functionality for user feedback requires some form of integration with outlook?

Yes, that’s correct. You would need to download Outlook Actionable Messages application version 4.1.5 or above, for configuring Service Feedback via email notifications.

13\. What trigger prompts are available for prompting service feedback to the end user?

Administrators have increased flexibility regarding the timing and method of user feedback prompts. They can configure modal prompts for service feedback and slide-out drawers for experience feedback based on specific conditions like on page load, with time delay, or at a particular scroll point.

14\. Can the user opt out of feedback prompts to avoid feedback fatigue?

With robust admin and user controls, organizations can effectively manage and mitigate feedback fatigue. Admins can control the number of modal prompts served to a user in a single session, and users can opt for a "Remind Me Later" action to disable modal prompts for the rest of the session.

15\. Can the service feedback be used to seek feedback for IT requests and HR cases?

Yes, Service feedback can be captured for both IT requests and HR cases via placing the ‘Experience Workflow’ widgets via the page designer on the request pages. Once these widgets have been placed, new in-page service feedback definition must be created to trigger feedback prompts for the end user.

16\. Can the users provide feedback comments as description along with feedback rating?

Yes, for each feedback definition, admins can enable feedback comments by ‘allowing additional information’. Furthermore, they can change the label for this field as per the requirement.

17\. Can the feedback rating be configured with different scales?

The feedback rating can be configured with 4 different scales:

1. 5-point numeric scale
2. 5-point star scale
3. 3-point emoji scale
4. 2-point thumbs up down scale

18\. Where can the admins see the feedback rating and the comments shared by end users?

There are two ways to check the feedback rating and comments shared by employees:

1. As a portal admin along with the role of survey reader, you could access the Experience & Service Feedback Dashboard to see the average ratings for experience and service feedback and top pages by responses. The admins could drill down by clicking on any of these graphs to see the exact feedback provided by employees for this aggregation.
2. Navigate to asmt\_assessment\_instance\_question\_list.do? And add the ‘feedback comments’ field into the list layout view

19\. Does the experience and service feedback dashboard analytics work with the User Experience analytics dashboard for providing insights?

The experience and service feedback responses have been integrated with User Experience Analytics dashboard to offer a consolidated view of feedback data.

20\. Can the users provide their feedback anonymously?

Admins can enable feedback to be submitted anonymously which gives users the option to anonymize feedback responses, adding an extra layer of privacy.