About Customer Surveys

Interaction Feedback provides a simple solution to building surveys for measuring customer satisfaction. There are two types of surveys, Post-Call Survey and On-Demand Survey. An Interaction Feedback automated survey assists you in gathering and analyzing customer feedback faster and better than conventional survey methods.

An Interaction Feedback post-call survey contains:

• Rule Conditions that determine which customer calls will be offered the opportunity to take a survey.

• Prompts which invite the customer to take a survey, welcome the customer to the survey, and thank the customer for taking the survey.

• Questions that measure a customer's perception on satisfaction with the overall experience of the call, customer feedback on the agent's skills and knowledge, and the likelihood that the customer might buy or recommend your company's products.

An on-demand survey contains Prompts and Questions.

For basic steps to create a survey, see Creating Surveys.