Summary

Appointment Feedback Templates and Pre-Appointment Questions; two tools that allow your institution to gather information from students before and after appointments.  Use pre-appointment questions to collect information from students in advance of meeting with a staff member.    Post-appointment feedback questions are used to collect information about a prospect/student's experience during an appointment that happened in the past.  Questions can be sent via Email, Text or both.  

Content

Use pre-appointment questions to collect information from students in advance of meeting with a staff member.  Answers to these questions will be visible to the staff member facilitating the meeting and should help that staff member prepare for the appointment and improve the efficiency or effectiveness of the meeting.  For example, an advisor may be interested in the specific program that a student wants to learn more about in their meeting, or a writing center may wish to ask students to upload a draft document the day before their scheduled appointment.

Pre-Appointment Questions are brief questionnaires sent to students before appointments via email or text that opens a webpage with the questions.  Students receive a notification via text or email and then open the questionnaire. Staff can view responses on the Staff Home page.

Post-appointment feedback questions are used to collect information about a student's experience during an appointment that happened in the past.  Answers to these questions will not be visible to the staff member who facilitated that meeting, but rather, will be accessed via a report that is likely run by a lead or administrator.  For example, the director of an advising center may use post-appointment feedback questions to gather information about satisfaction with advising to inform or assess their process improvement initiatives within advising.  Questions can be sent via Email, Text or both.

Question Type

 

Check all that Apply                                 Select only one choice

Free Text                                                   Net Promoter Score

Rating - Agreement                                  Rating - Difficulty

Rating - Frequency                                   Rating - Quality

Rating - Satisfaction                                 Yes/No

Upload                                                     

 

All the types except for Select only one choice provide a set of choices

Students will receive email and/or text links when they make an appointment for a Location/Service combination that has an active template. The email notification has a link to the survey for the student or prospect to fill out, as shown below.

The Care Unit can have many feedback templates; however, each Location/Service combination can be active for only one template at a time. For example, if you have a Tutoring Care Unit, and create a feedback template for Math Tutoring (service) at the Main Tutoring Center (location), that is the only template that may use Math Tutoring at the Main Tutoring Center. Same holds true for services, services can only be used in a single active template at one time. 

Feedback Basis controls when and under what criteria the request is sent to students. There are two options:

• Send after Appointment Summary created. This option sends the request form once the staff member creates an Appointment Summary if the Attended checkbox is checked. The request is sent to students with both scheduled appointments and drop-ins and prospects with scheduled appointments only. No-shows will not receive the feedback form.
• Send after Scheduled Appointment end time. This option sends the request form to any student with the Location/Service combination that day with a scheduled appointment in Navigate360, which can include late no-shows but would not include drop-ins. If the appointment is cancelled, the form will not send. If you select to send after the scheduled appointment end time, you must also select the number of hours after the appointment ends to send feedback.

NOTE:  EAB Navigate only sends feedback requests between 8 AM and 8 PM in your school’s time zone.

Any responses will be recorded in the Appointment Feedback Metrics and Appointment Feedback Responses reports.

NOTE: that Appointment Feedback links expire after 30 days after being sent.

Need additional help?

Please fill out the EAB (Navigate) web form with as much information as possible, or contact the ET&S Help Desk team on your local campus.

For additional Training visit the Teaching and Learning Technologies Training site