Any best practices in governance for Qualtrics customer feedback surveys? | Experience Community
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Any best practices in governance for Qualtrics customer feedback surveys?

  • June 10, 2020
  • 2 replies
  • 47 views
AdamK12
Level 5 ●●●●●
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As we message across the organization about benefits and use cases for Qualtrics, we are creating a larger user community (currently approaching 100 users), and as those users become familiar with the system and want to apply it to the products they own, we don't want to overwhelm my team with ad hoc requests, but need to ensure compliance with processes and standards (including required agency and OMB approval of all information requests).
I'm asking my peers in other parts of my organization about their governance processes, and am curious if any other Qualtrics users in the Federal space have developed standards. (For example, one approach is to view them as feature requests and require that they come through a specific email inbox.) I look forward to your comments, and thank you!

Adam Korengold, NLM/SCI (he/him/his)

2 replies

Chris2pher24
Qualtrics Employee
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  • Chris2pher24
  • Qualtrics Employee
  • June 23, 2020

Hi Adam,
Great question! While I don't work directly with federal customers, I do work with over 100 customers across the public sector including some organizations that operate nationally.
One recommendation is to distribute responsibility. Have at least 1 individual trained on Qualtrics in each division or subgroup who can serve as the go-to Qualtrics person there. One technical approach that could help you is creating divisions with division admins, and thus distributing the responsibility for technical approvals/requests more broadly. More info on divisions here: https://www.qualtrics.com/support/survey-platform/sp-administration/managing-users/user-divisions/
Another feature that might help is the survey library. The survey library lets users share surveys, questions and other resources that you can offer to other members of your organization. That way, people can just take what's worked before and don't need to recreate the wheel every time. https://www.qualtrics.com/support/survey-platform/account-library/survey-library/
Finally, our upcoming survey approval workflows might help with ensuring compliance. These would allow you to define survey approvers for specific surveys, groups or divisions. More information in the attached slide.
Project Approval Controls (1).pdfApart from that, I would of course also recommend that users check out our Basecamp video tutorials and Support pages to advance their knowledge of the platform. https://basecamp.qualtrics.com/
Hope this helps! Let me know if you have any other questions.

    MattBroffman_Orlando
    Level 2 ●●
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    We have not distributed...but I've seen from other customers if you are going to distribute definitely put in an approval process.
    In the private sector they think of this as brand approval...nothing goes out without ensuring it meets brand standards. The same goes for public sector but it's not just brand standards that are being checked.
    Also...a word of warning...with other applications we tested training users on how to use (e.g. our form building tool and our CMS). If someone is only going to use a few times a year they are going to end up coming back to you to ask a lot of questions on how to use it...which will be more work for your team. This is why we have centralized our work. Also the skills should go beyond the tool and into good survey design. We like being able to be consultants and then build the survey for them.

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