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How to add a survey at the end of a call

  • Updated

After-call surveys allow your callers to rate the quality of their phone conversations. In this guide, you’ll learn how to set up and configure satisfaction surveys to analyze client feedback and improve customer experience. 

Configure after-call satisfaction surveys

Use after-call surveys to collect quantitative feedback using rating scales (typically 1 to 5) directly from your callers.

1. Access your IVR scenario

Open your interactive voice response scenario settings to locate the queue management options.

  1. Go to your IVR's page.
  2. Click on 'Edit' next to the IVR standard you want to configure.
  3. Select the scenario you want to modify.

2. Set up your survey questions

Define the questions and configure how callers will hear and interact with your survey.

  1. Click on the emoji in the lower-right corner of the step.
  2. Select "add a question".
  3. Enter a label for your question (for example: "Quality of the exchange").
  4. Click on the "Create your message" button (🔗 How to create a audio message in your IVR).
  5. Select the allowed keypad options.
  • Keep your survey choices concise. While you can configure up to 9 options, 5 choices is the default and ideal number. Too many choices increase the risk of callers hanging up.
  1. Click "Close" or "Add another question" to repeat for additional questions.
  2. You can edit your end-of-call survey.
💡To evaluate agent performance, use this exact phrasing: "To evaluate the quality of your exchange, please take a quick survey. How would you rate the quality of the response provided? You may select from a scale of 1 to 5, with 1 being the least satisfactory, and 5 being the most."

💡 Instruct callers to speak clearly and slowly. This ensures best voice recognition results and avoids issues caused by background noise, rapid speech, or unclear audio quality.

3. Create a closing message

Conclude the survey experience with a polite final message.  (🔗 How to create a audio message in your IVR).

  1. Add a final closing announcement step.
  2. Type a short closing message to thank callers for their time
  3. Save your changes.

🎉 You now know how to configure after-call surveys and can start measuring and improving client satisfaction!