Rating an Engage Experience
Engage attendees can rate their meeting experience after each meeting. Collecting post-meeting information from meeting attendees is a common practice granting customers insights into the quality of the remote experience, and how those interactions can be improved in the future. Receiving this information as soon as possible increases response rates, accuracy, and the amount of details provided.
The default star rating is zero stars. Each star rating displays a description to indicate the meaning of that rating.
|
Stars |
Displayed Description |
|---|---|
|
0 |
(no description displays) |
|
1 |
Unusable, could not meet |
|
2 |
Poor, had many issues |
|
3 |
OK, had some issues |
|
4 |
Good, had an issue |
|
5 |
Awesome meeting |
The ratings and feedback sections are localized in all Veeva supported languages.
Who can use this feature?
- Android, Browser, iPad, iPhone, Windows users
- Users require an Engage license
- Attendees, Business Admin Users, Integration Users
Considerations
- Ratings are upserted into CRM from the Engage Server after the corresponding call is submitted
- The rating_submitted__v check box populates as selected when it is upserted into Vault CRM from the Engage Server
- To capture custom responses, see Customizing Engage Rating Feedback with Qualtrics or Medallia
Configuring the Engage Experience Rating Prompt for
Business Admin Users
- Select the Engage Experience Ratings Group Meeting Permission for the appropriate Engage group.
- Grant Edit field permission to the vexternal_id__v field on the remote_meeting_rating__v object.
Integration Users
Grant the following permissions:
| Object | Object Permission | Object Types | Fields | Field Permission |
|---|---|---|---|---|
| remote_meeting_rating__v | CRE | remote_meeting_rating__v |
|
Edit |
| remote_meeting__v | n/a | call__v | rating_submitted__v | Edit |
Configuring Selections for Feedback
Integration users can control which responses from the Experience Rating sync to Vault CRM.
Grant integration users Edit field permission to any of the following fields on the remote_meeting_rating__v object to sync feedback information from that field to Vault CRM for analysis:
- rating_overall_experience__v
- rating_joining__v
- rating_audio__v
- rating_video__v
- rating_content__v
- rating_screen_share__v
- rating_other__v
- rating_ease_of_use__v
- rating_virtual_meeting__v
- rating_submitted_datetime__v
- event__v
- em_event_speaker__v
- device__v
- network_type__v
- remote_meeting__v
- veeva_remote_meeting_id__v
Grant all other users responsible for reviewing feedback Read field permission to all fields configured for selection.
When storing the Experience Rating feedback results, the Device field stores the Client App Name reported by Veeva.
Using the Engage Experience Rating as
Attendees
Once a meeting ends, attendees are presented with the overall star rating. For the Engage Web Client and Engage app for Windows, the Next button becomes enabled after selecting a star rating. Selecting Next displays the feedback options. For the Engage app on iOS and Android, the tray expands to display the feedback options after selecting a star rating.
The wording of the feedback section depends on the selected star rating:
- 1-2 stars – Oh no. What was the problem?
- 3-4 stars – Got it. What can be improved?
- 5 stars – Great. What stood out?
After selecting a star rating, attendees can select from the following options to provide additional feedback for analysis:
- Joining
- Audio
- Video
- Content
- Screen Share
- Other
When five stars is selected:
- Content
- Ease of Use
- Virtual Meeting
After a selection is made, attendees can select the Submit button. This button only displays after a star rating selection is made. After selecting Submit, a thank you message displays.
Attendees are not required to submit a star rating or any additional feedback. The feedback can be skipped by swiping down on iOS and Android devices and by selecting the X button on the star rating screen for the Web and Windows platforms.
