Using the self-assessment tool

You can start using the customer feedback tool once you have added the transaction service to Quality Tools and logged in to Service Management. Click on “Go to Quality Tools” to access Quality Tools in Service Management.

On the Quality Tools home page, you will see the transaction services that your organisation has already added to Quality Tools. Select the transaction service on which you want to perform a self-assessment from the list.

Instructions:

1. Start the assessment by clicking on the “Perform self-assessment” button on the Self-assessment tab of the transaction service monitoring page.
2. You will be taken to the Self-assessment homepage, which contains instructions on how to perform a self-assessment, and you will see the different self-assessment sections, in which there are a total of 55 statements that must be answered.
3. You can start a self-assessment at the bottom right of the page.
4. You can respond to the statements in the order you want.
5. Once you have answered all the statements, you will already see a summary of the overall results before they are published.
6. Publish the self-assessment

Only after the self-assessment is published will you be able to see not only the overall results of the self-assessment, but also the results for each area. You can also examine and search for answers using different criteria.

When one or more self-assessments have already been performed for the transaction service, the next self-assessment will be based on the responses and comments of the previous self-assessment. Comments can be edited or added to afterwards.