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Survey Ops SOP - Create New Surveys

Greg Griesbach
Updated

Process Summary

  1. Find assigned work
  2. Create a Workshop Type
  3. Create a Partner Survey*
  4. Create a Customer Survey*
  5. Add survey questions
  6. Preview and submit
  7. Update Survey Tracker and flag as ready for QA

* Note: Not all engagements/incentives require both a Partner Survey and Customer Survey to be created or updated. Refer to the Survey Tracker, the assets submitted by the requestor, and your assigned Ops Work item details to ensure you are creating the correct survey forms for each engagement/incentive program.

Find assigned work

  1. Check Survey Tracker: Go to the Survey Tracker (Microsoft credentials) and filter for surveys that have been assigned to you. If no survey work has been assigned to you, please filter for unassigned surveys and assign yourself to a survey.
  2. Find ADO Ops Work Item: Open the OneMW ADO Ops Work item referenced in the Survey Tracker using your Microsoft credentials and ensure you are the assigned owner. Update the item status to "Active". Download and review the item's attached files, review the item details, and proceed with the following steps.

 

Create a Workshop Type

  1. Find assigned work: Go to the Survey Tracker (Microsoft credentials) and filter for surveys that have been assigned to you. If no survey work has been assigned to you, please filter for unassigned surveys and assign yourself to a survey.
  2. Find ADO Ops Work Item: Open the OneMW ADO Ops Work item referenced in the Survey Tracker using your Microsoft credentials and ensure you are the assigned owner. Update the item status to "Active". Download and review the item's attached files, review the item details, and proceed with the following steps.
  3. Go to Survey Creation Tool > Configure > Workshop Types > Add Workshop Type

  1. Complete "Name" field: In Survey Tracker, copy the value shown in the "PascalCase Workshop Name" column for your assigned row and paste it into the "Name" field as a plain text value.

  • Troubleshooting: "PascalCase Workshop Name" column in Survey Tracker automatically performs this conversion via the below formula, based on the "Workshop Internal Name" column. If this formula breaks in the tracker table and does not produce a usable PascalCase string for your row, please use the following guidance to manually edit the "Workshop Internal Name" value into a PascalCase string.
    • =SUBSTITUTE(CONCAT(TEXTSPLIT([@[Workshop Internal Name (Cannot change once created)]],{" ",":",";","&","(",")","+",",","/"})),"_","-")
    • Paste the Workshop Internal Name value into a plaintext editor like Notepad.
    • Remove all spaces. Be sure to delete/trim excess spaces from the end of the name.
    • Remove all special characters (periods, dashes, parenthesis, etc).
    • Paste the resulting string into the Name field as a plain text value.
    • Example:
      • Original Workshop name: Azure Partner Nominated: Data Platform (SMB)
      • Workshop name in PascalCase format: AzurePartnerNominatedDataPlatformSMB

  1. Complete "Display Name" field: In Survey Tracker, copy the value in the "Workshop" column for your assigned row and paste it into the "Display Name" field without making any changes or adding any additional characters. Do NOT include the ending of "Partner Survey" or "Customer Survey" on this part.

  1. Complete "Code" field: In Survey Tracker, copy the value in the "Code" column for your assigned row and paste it into the "Code" field without making any changes or adding any additional characters. This value should be in kebab-case format (all lowercase, words separated with hyphens). This string must be entered EXACTLY as it was submitted in the survey intake request/Ops Work item

  1. Click the blue check mark next to the Code field to create a new Workshop Type for this engagement.

 

Create a Partner Survey

  1. Go to Survey Creation Tool > Configure > Create Survey
  2. Name and Display Name: In the Survey Tracker, find the Partner row for this survey. Copy the "Survey Display Name value" from this row and paste it into both the Name and Display name fields. This is generally a standardized format of [Workshop name]+" Partner Survey". 

  1. Description: Microsoft Privacy Statement: https://go.microsoft.com/fwlink/?LinkId=521839
  2. Start Date:
    • For 1:1 standard engagements, leave blank.
    • For 1:many/Immersion Briefings engagements, select a date that is the intended go-live date + 100 years,  For example, if the engagement is set to go live in Partner Center on October 1, 2025, you should select October 1, 2125. This ensures that the survey forms will not be accessible to the partner until the event date registered in the Attendee Management platform occurs.
  3. End Date:
    • For 1:1 standard engagements, leave blank.
    • For 1:many/Immersion Briefings engagements, select a date that is the intended engagement Review & Approvals end date + 100 years,  For example, if the engagement is set to shut down in Partner Center on June 30, 2026, you should select June 30, 2126. This ensures that the survey forms will not be accessible to the partner until the event date registered in the Attendee Management platform occurs.

  1. Program Type: Select correct program type for the incentive platform that is requesting the survey.
    • IMPORTANT: This selection CANNOT be changed once the survey is created. If you are unsure about your Program Type selection, confer with your SME before proceeding.
    • Program Type Incentive program/platform (aka)
      Partner Center MCI, Engagements, Partner Activities, Workshops
      MSSP Partner Program CSI
      Operator Program  
      MCAP Events  
      Meeting Room Partner Program MRPP
      Managed XDR  
      MWPA  
  2. Survey Type: Partner Survey
  3. Workshop Type: Select the workshop you created in Section I. Your new workshop will generally be at the very bottom of the list of options as it is the most recently created workshop type.

  1. Troubleshooting Note: You may see an error alerting you that "Survey with the same Name OR combination of Program Type, Survey Type and Workshop Type already exists.". If this occurs, change one character in the Display Name field without changing the meaning of the name so the system will not see it as a duplicate value.
    • Example:
      • Original name triggering error: Partner Satisfaction Survey: Endpoint Management Workshop
      • Adjusted name: Partner Satisfaction Survey - Endpoint Management Workshop (change was made by replacing ": " with " - ")
    • You can also check the survey content Excel template that was submitted in survey intake to see if the business owners provided an alternative version of the display name that is different than the standard naming format of [Workshop Name] + "Partner Survey". If so, you can use the standard format in the Name field and the customized display name from the submitted Excel content template in the Display Name field to avoid triggering this error.
    •  

  1. Additional Header Content:
    • For 1:1 standard engagements, no additional header content is included.
    • For 1:many/Immersion Briefing engagements, click + Add Link and enter the following values:
      • Link Title: MCI Events Management
      • Base URL: https://claimmanagement.cloudaccelerator.microsoft.com/engagement
      • Append URL With: Claim Mapping Identifier
      • Visible: Yes

  1. Add Questions: Proceed to add survey questions

 

Create a Customer Survey

  1. Go to Survey Creation Tool > Configure > Create Survey
  2. Name and Display Name: In the Survey Tracker, find the Customer row for this survey. Copy the "Survey Display Name value" from this row and paste it into both the Name and Display name fields. This is generally a standardized format of [Workshop name]+" Customer Survey". 

  1. Description: Microsoft Privacy Statement: https://go.microsoft.com/fwlink/?LinkId=521839
  2. Start Date:
    1. For 1:1 standard engagements, leave blank.
    2. For 1:many/Immersion Briefings engagements, select a date that is the intended go-live date + 100 years,  For example, if the engagement is set to go live in Partner Center on October 1, 2025, you should select October 1, 2125. This ensures that the survey forms will not be accessible to the customer until the event date registered in the Attendee Management platform occurs.
  3. End Date:
    1. For 1:1 standard engagements, leave blank.
    2. For 1:many/Immersion Briefings engagements, select a date that is the intended engagement Review & Approvals end date + 100 years,  For example, if the engagement is set to shut down in Partner Center on June 30, 2026, you should select June 30, 2126. This ensures that the survey forms will not be accessible to the customer until the event date registered in the Attendee Management platform occurs.
  4. Program Type: Select correct program type for the incentive platform that is requesting the survey.
    • IMPORTANT: This selection CANNOT be changed once the survey is created. If you are unsure about your Program Type selection, confer with your SME before proceeding.
    • Program Type Incentive program/platform (aka)
      Partner Center MCI, Engagements, Partner Activities, Workshops
      MSSP Partner Program CSI
      Operator Program  
      MCAP Events  
      Meeting Room Partner Program MRPP
      Managed XDR  
      MWPA  
  5. Survey Type: Customer Survey
  6. Workshop Type: Select the workshop you created in Section I. Your new workshop will generally be at the very bottom of the list of options as it is the most recently created workshop type.

  1. Troubleshooting Note: You may see an error alerting you that "Survey with the same Name OR combination of Program Type, Survey Type and Workshop Type already exists.". If this occurs, change one character in the Display Name field without changing the meaning of the name so the system will not see it as a duplicate value.
    • Example:
      • Original name triggering error: Customer Satisfaction Survey: Endpoint Management Workshop
      • Adjusted name: Customer Satisfaction Survey - Endpoint Management Workshop (change was made by replacing ": " with " - ")
    • You can also check the survey content Excel template that was submitted in survey intake to see if the business owners provided an alternative version of the display name that is different than the standard naming format of [Workshop Name] + "Customer Survey". If so, you can use the standard format in the Name field and the customized display name from the submitted Excel content template in the Display Name field to avoid triggering this error.

  1. Additional Header Content: None
  2. Add Questions: Proceed to add survey questions.

 

Add survey questions

  1. In the Survey Tracker, click the link in "Survey Link to Questions/Update" column to open the completed survey content excel template submitted by the requestor (Blank template here: https://aka.ms/MCISurveyContentTemplate).  
    • If the link provided in the Survey Tracker does not work, open the Ops Work ADO item and look for this file in the ADO item's attachments and/or linked items.
    • You will need to access these files with your Microsoft credentials.

  • The same content template file will generally contain one tab for Partner questions and one tab for Customer questions.
  • In some cases, requestors may use the same content template file across multiple surveys or engagements rather than creating a separate file for multiple surveys that will be using the same set of questions. Please review the details of the request closely to ensure that the content file you are using is the one relevant to the survey you are building.
  • Create the questions in the order shown in the content template.
  1. Click "+ Add question" in Create Survey view to add new questions as needed.
  2. Use the details from the Partner or Customer survey tab to complete each question, as shown in these examples.

  1. Use the arrows in the question headers to sort the question order to align with the submitted Excel file.
  2. Do not edit the content of questions or subheadings within the submitted Excel content template. For compliance and audit purposes, we need to retain the version of the file exactly as it was provided in intake. If you notice obvious mistakes, omissions of mandatory questions or typos in the submitted file, please make your corrections within the survey creation tool, note what corrections were made in your Ops Work item comments, and add the relevant tag(s) from the below list.
    • If you encounter contradictory or unclear request details, or question text that is ambiguous or confusing in your survey's content template, please document the issue in your Ops Work item's comments section and @tag SME Bennett Williams and Service Lead Sam Holsworth in the comments for assistance. We will work to clarify the issue and reach back out to the requestors for clarity as needed. In this scenario, please add the tag "Survey Content - Request Unclear" to your Ops Work item in ADO so we can track the frequency of low-quality submittals.
    • If you have to correct typos or other simple errors in survey content, please add the tag "Survey Content - Typos Corrected".
    • If any of the CELA-mandated questions are not indicated as required in the submitted content template, toggle "Required" to "Yes", and add the tag "Survey Content - Mandatory Questions Incorrect"
    • If the submitted content template is missing any of the below CELA-mandated questions, please add the tag "Survey Content - Mandatory Questions Missing".
      • Survey Type CELA-Mandated Question Question Type Choice options
        Partner & Customer Date the engagement started? Date  
        Partner & Customer Date the engagement was completed? Date  
        Partner Please indicate which 'Activity Requirements' were performed during this engagement. Multiple Choice [Module 1
        Module 2
        Module 3
        None]
        Partner By signing this form electronically, the partner confirms that they have delivered the engagement fully per all published requirements in the Microsoft Commercial Partner Incentives Guide. To sign, please type your Full Name, Company Name, and Job Title in the space below. Multi-Line Input  
        Customer Please provide your full name. Text  
        Customer Please provide your company/organization name. Text  
        Customer Name of partner company Text  
        Customer Name of partner representative who delivered the engagement Text  
        Customer Did the Partner complete one or more of the 'Activity Requirements' as part of this engagement: [LIST OUT ACTIVITIES FROM MCI GUIDE] Single Choice Yes
        No
        Customer As part of your engagement, Microsoft may share the number of incremental licenses purchased and the increase in amount of active usage for the workloads related to this engagement with the engagement delivery partner. This sharing is limited to the duration of your engagement and within one year of the engagement completion. Single Choice Accept
        Decline
        Customer By signing this form electronically, the customer confirms the answers to the questions above are true and accurate. To sign, please type your Full Name, Company Name, and Job Title in the space below. Large Text  
  3. Ensure that all questions indicated as "Required" AND all CELA-mandated questions are toggled to "Required = Yes", and all other questions are toggled to "Required = No".
  4. Ensure that all questions are toggled to "Visible" = "Yes".
  5. Ensure that all questions with validation requirements are toggled to "Validations = Yes" and the required validation type dropdowns are completed, and that all other questions are toggled to "Validations = No".
    • Generally, the "Validation message" field is left blank as the system has built in default validation error messages that will appear to the survey respondent.
  6. Some question types have been listed in the survey content template with slightly different naming conventions, to simplify the explanation of limitations for the requestors' benefit. Use the below table to map the question details in the submitted Excel sheet to the options available in the survey config tool.
    • Question type in Excel content template Question type in survey config tool Notes
      Short Input Text  
      Numeric Input Text

      Validations: Yes

      Validation Type: Number

      Number validation type: Only Number
      Date Select Date  
      Rating Rating  
      Likert Rating Currently we are not supporting the use of actual Likert scale questions due to the complexity of Likert results in reporting, although they do appear as an option in survey config. Requestors that include Likert scale questions should be asked to re-formulate the question as a 1-5 star rating on a single prompt instead.
      Yes/No Single Choice

      Option 1: Yes

      Option 2: No
      Multi-line Text Input Large Text  
      Multi-Select Multiple Choice  
  7. Proceed to preview and submit.

 

Preview and submit

  1. Scroll to the bottom of the questions list, click "Preview" button to review your edits in a pop-up window within the survey config tool. Once you are confident that the survey is correct per the requestor's expectations, close out the preview pop-up by clicking the "X" in the upper right corner.

  1. Click "Submit". A pop-up will appear reminding you to preview your edits. Click "Continue" if you have no corrections to make, or "Cancel" to back out and review before submitting:

  1. If you have built, previewed and submitted all questions on both your Partner Survey and Customer Survey, proceed to update Survey Tracker and flag as ready for QA.

 

Update Survey Tracker and flag as ready for QA

  1. Go to Surveys view. Filter this view on Program Type + Workshop Type.

  1. Click the "Sample URL" link in each relevant row to open a sample survey form in a new tab.
  2. Copy the sample survey URLs for the workshop's Partner & Customer Surveys from your browser bar and paste them into the Survey Link column of the Survey Tracker (Microsoft credentials).

  1. Paste the Survey URLs into the comments of your assigned Ops Work item in ADO, @ tag Bennett Williams in the comments, assign the Ops Work item to Bennett for review, and click "Save".

  1. If any corrections or adjustments need to be made (either due to new clarification from requestor or survey agent miss), SME assigns item back to Survey Ops team member, adds "Survey QA - Fix needed" tag and specifies the corrections needed in the item's Discussion comments. Survey Ops team member should follow Edit Survey SOP to make adjustments, then repeat these steps to reassign to SME for follow-up QA.

  1. If no issues are found, SME changes Ops Work item state to Closed, adds "Survey QA - Passed" tag, and assigns item back to Survey Ops team member for workload tracking.

  •  

Survey Ops Article Directory

  1. Survey/1:Many Ops Home Page
  2. Survey Ops - Scope Overview
  3. Survey Ops - Tools & Resources
  4. Survey Ops - User Experience POVs
  5. Survey Ops SOP - Create New Surveys
  6. Survey Ops SOP - Edit Existing Surveys
  7. Survey Ops SME - Intake Triage Process

 

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