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Reminder: Changes to Case Surveys in Behind the Blackboard

Date Published: Jul 16,2020


CategoryProduct:Connect,Ally,SafeAssign,Akari,Community Engagement,Collaborate,Learn,Analytics; Version:Connect,Akari,Ally,SafeAssign,Community Engagement,Collaborate,Learn,Analytics
Article No.: 000057764

Type:
Support Bulletin

Product:
All Products

Bulletin/Advisory Information:

Updated Bulletin (Published July 16, 2020):
This is reminder of changes we made to our Client Support Case Surveys on June 3, 2020.  Please review the original bulletin below in case you missed it!

_____

Original Bulletin (Published June 3, 2020):

Blackboard is pleased to announce some upcoming changes to our Case Survey in Behind the Blackboard.    Please expect to see these changes very soon.

When Blackboard Client Support closes a case, you'll still receive an email requesting your feedback; this has not changed.  However, Blackboard has changed a couple of the questions, and has organized the survey in a way that allows both you and Blackboard to focus on three key things:
  • Your overall satisfaction with Blackboard Client Support 
  • Your satisfaction with the support provided to you for the specific case
  • Your satisfaction with a specific product or feature (as it relates to the case)
The email you receive when a case is closed in Behind the Blackboard will look a bit different.  From the email, you can make a selection regarding how satisfied you are with Blackboard Client Support:

New Survey - NPS

Once you make a selection, you will be routed to the full survey in Behind the Blackboard.  From here, please note that the selection you made from the email is saved, and you are able to continue taking the survey in its entirety, or only provide answer to Question #2, if you choose.


View of Survey

If you have any questions, please log a case on Behind the Blackboard.



The information contained in the Knowledge Base was written and/or verified by Blackboard Support. It is approved for client use. Nothing in the Knowledge Base shall be deemed to modify your license in any way to any Blackboard product. If you have comments, questions, or concerns, please send an email to kb@blackboard.com. © 2024 Blackboard Inc. All rights reserved