Q: How do I contact HDI with any questions or comments?

A: Phone: 800-248-5667 or e-mail: csisupport@thinkhdi.com

Q: I just received an account, now what?

A: Please read the CSI Admin Guide for the next steps. First, you'll want to add a Support Center (pg. 6) then configure your ticketing system to send us the appropriate data (pg. 8).

Q: Can I prevent live survey requests from going out before I’m ready?

A: Yes. Under Account Setup -> Support Centers, change the dropdown in the Status column to "Test". You will be asked for an e-mail address. While in Test Mode, all Survey Request Emails will be redirected to this e-email address. Once you are comfortable that everything is working as expected, change the Status back to "Active", and all Survey Request Emails from that point forward will go out to your Support Center's clients.

Q: Is there anything I should keep in mind when providing email addresses for alerts, notification errors, etc.?

A: You may want to consider setting up separate e-mail addresses for alerts, etc. These notifications could potentially generate a lot of e-mails. It really depends on how few or many alerts you enable and how your support center’s clients are responding to the survey.

Q: Why am I not getting any e-mail alerts and/or why are my clients not receiving any survey requests?

A: Check your spam filter settings and add thinkHDI-CSI.com to your safe senders list. Be sure to share this with your clients

Q: It's the beginning of the month and my reports don't show last month's data, why is that?

A: CSI summarizes monthly data at midnight on the third of the month. This gives your customers two days to complete their surveys. If you need your numbers on the 1st or 2nd of the you may use either the Weekly Reports or the Data Download features to get your numbers, otherwise the previous months' data is available on the 3rd.

Q: Are there other ways to send closed-incident notifications to CSI?

A: Currently, the only way to send incident notifications to CSI is via e-mail.

Q: Can I send CSI a file of all my closed incidents at the end of the day and/or can I send multiple incidents in a single email?

A: The CSI Admin Guide documents how multiple incidents can be placed in a single notification e-mail. If your support center software can produce this format, the answer is yes. The data can be placed in the body of the e-mail or as a file attachment.

Q: Does the incident notification xml have to be generated by an xml editor?

A: No. CSI is using a very simple xml structure. As long as your software can format the text as documented, there shouldn’t be any problem.

Q: What if my incident notification xml is badly formatted or is missing data?

A: If the xml is badly formatted so that CSI is unable to interpret it, CSI will attempt to determine the support center that sent the data and will send an error notice. The error notice will go to the e-mail address specified by that support center for ‘Incident Notification Errors’ (in Support Center Maintenance).

CSI has very minimal data requirements and if the missing data is optional there is no problem. If the missing data is required, CSI will send an error notice explaining why the incident notification was rejected and will return the original data as an e-mail attachment.

Q: What happens if I send you extra data in an incident notification?

A: CSI only looks for the documented data. Anything extra will be ignored.

Q: Why can’t I just send you the incidents that I want surveyed?

A: It's preferable that you send all closed incident notifications to CSI so that CSI can handle the survey sampling. If you set the support center's requested sampling percentage to 100%, CSI will survey every incident that it receives.

Q: What if my support center handles different types of customers and I want to track those survey results independently?

A: You can set up multiple support centers in CSI. Each support center will have its own 'support center key' which identifies it to CSI. If your support center software is capable of providing the appropriate support center key based on some criteria (such as Call Type), then one physical support center can be treated as if it were multiple support centers.

Q: Can I upload an animated gif as a company logo?

A: As long as the image is less the 100KB and the display size is less than 400 pixels wide and 150 pixels high. Keep in mind that the goal is to encourage the survey recipient to respond to the survey and not distract them with animation. Keep in mind some e-mail software will block animated gifs.

Q: How can I see comments that are entered into a survey?

A: You can set an alert that notifies the support center whenever a survey is submitted that contains comments. Then the support center can view the entire survey to see the comments. The data download feature will make all responses, including comments, available to the support center.

Q: Can a survey be altered after it's been submitted?

A: No. Once submitted, a survey cannot be changed. There could be some confusion during Beta testing because, when a submitted survey is viewed, you can change the selected radio buttons. However, you will not be able to resubmit the survey.

Q: Can I add my own questions to the survey?

A: Yes! Effective April 2011, customers may add up to two custom questions to the survey.

Q: Can other companies see my data?

A: Only summary-level data is visible to other companies. Scores are merged with other participants' scores and the participants that comprise those scores are not divulged. Participant companies can only see their own detailed data.

Q: I have certain customers that don’t want to receive survey requests. What can I do?

A: You can opt them out of the survey sampling process. Log into the CSI Administration tool and select Opt-Out Maintenance. Here you will be able to type or paste the e-mail addresses of those people that want to avoid survey requests. Until an e-mail address is reinstated (via Opt-Out Maintenance) it will not be available for survey requests.

Q: Why are all the survey requests going to my inbox?

A: Your e-mail address was probably put into the 'override e-mail address' field for that support center. This will cause all survey requests to go to the specified address regardless of intended recipient. This field is found under Support Center Maintenance (in CSI Admin tool). Select your support center and click 'Edit'. You should see the override field about halfway down the page. Clear this field and click 'Save Changes'. Now all survey requests will start going out to your support center’s clients. This feature is for initial testing purposes and allows you to intercept the survey request e-mails to confirm that everything looks correct. Once you’re comfortable that everything is working as expected, clear the override field and survey requests will start going out to your support center’s clients.

Q: How do I know that HDI is receiving my emails?

A: Log into CSI - On the Company Statistics Page you will see "Incidents Received" for the current month. If that number equals zero, CSI has not received any e-mails from your system or the e-mails were improperly formatted and CSI was unable to reliably identify your support center in order to send error notifications. You should check your output and confirm that your XML tag structure is correct. Please also confirm that your Support Center Key matches the key on your Support Center Maintenance screen. (From Support Center Maintenance - highlight your support center - click edit - make a note of your support center key (case sensitive).

Q: I have more than one physical support center under my one support center key (in CSI) because our company uses a common support center software system. How can I differentiate between these centers when reviewing my CSI results?

A: The only way to receive this information is through the data download feature. CSI will however need additional information from your system to report this data to you: CSI supports optional XML tags in the incident notification data. These can be added and fields from your support centers can be entered that may be used to differentiate between each support center location. One such optional XML tag that can be used for this purpose is the <location> tag. This is done by adding <location>(insert field)</location> to your xml tag entries when configuring your support center software. This tag is ignored by CSI for survey and reporting purposes but can be returned to you through the data download feature. The optional XML tags are documented in the CSI Administration Guide.