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About customer surveys

Customer surveys allow you to invite a customer to provide feedback about a previous interaction with your contact center. Create a customer survey form, set up a web survey invite flow or a voice survey flow. Configure a policy to send web surveys to customers, or configure an inbound call flow to transfer customers to the voice survey after the agent disconnects.

Customer survey forms

Create a web or voice survey form to send to customers after interactions. Add your text into six different question types. Create different forms for different types of interactions.

Web survey flows in Architect

Create a flow for web surveys. Set up the invitation email, including the sender, receiver, and email body. View examples and download survey flow templates.

Voice survey flows in Architect

Generate an Architect flow for your voice survey based on the survey form that you created and customize it.

Deploy customer surveys

Define and optimize how customer surveys are delivered across both post-interaction and in-interaction experiences. For post-interaction scenarios, policies trigger an email that contains a web survey link. For in-interaction experiences, customers can be routed to a voice survey or sent a web survey link during a messaging interaction.

Customer survey results

View the survey status and completed survey’s responses in the Quality Summary tab on the survey performance views.

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