Set up a satisfaction survey for calls

Your phone assistant can ask callers a short survey before hanging up. Their answers turn into a star rating in Calls and feed your satisfaction reports.

Create the survey

1. Go to Assistants and click Configure on your phone assistant.
2. Open the Tickets & survey tab. Under Feedback, find Customer satisfaction survey.
3. Click Create Survey. The form opens with an example: a 1 to 5 satisfaction question, plus a follow-up asked only to callers who answer 1 or 2.
4. Edit the example or click Add Question to add more:
   • Question: what the assistant asks.
   • Options: the allowed answers, separated by commas, for example 1,2,3,4,5 or Yes,No. Leave it empty for an open question.
5. To ask a follow-up only for certain answers, click Add Conditioned Question and fill in:
   • Condition: the answers that trigger it, separated by commas, for example 1,2.
   • Question and Options for the follow-up.
6. Click Save.

The survey then shows how many Questions, Multiple choice questions and Open questions it has. Use the pencil to edit it or the bin to delete it.

What callers hear

• When the caller says they're done ("that's all", "thanks, bye"), the assistant goes straight into the survey with a short lead-in like "Before you go: …". It doesn't ask for permission first.
• It asks one question at a time, in the language of the call, translating your questions if needed.
• Callers can answer by voice or by pressing a number on their phone's keypad.
• If the caller doesn't want to answer, the assistant doesn't insist. It says goodbye and hangs up.
• After the last answer it thanks the caller, says goodbye and ends the call. The survey is never asked twice.

Where to see results

• Calls: the Satisfaction column and the detail panel show stars for calls where the caller answered.
• Reports: the average rating. See Customer satisfaction scores.

Calls without survey answers show a dash, not a guessed rating.

Tips

• Keep it to one or two questions. Callers are about to hang up.
• Say the scale in the question: "On a scale of 1 to 5, where 5 is very satisfied…". It makes keypad answers easy.
• Use a follow-up for low scores to learn what went wrong, instead of asking everyone.

Good to know

• Each assistant has one survey.
• If you can't create or edit the survey and see "You cannot edit this setting at the moment…", the assistant is inactive. Contact us.
• If a caller hangs up without saying goodbye, there's no survey for that call.
• Try it with a test call: say goodbye and the survey starts.