Customer service quality
A call centre manager wants to know how customers see each agent. They put Feedback after the "Support" queue and compare average scores operator by operator every week.
Phone system
Ask callers to rate the conversation they have just had
When the operator hangs up, the customer stays on the line and answers one question with a key. Every score is tied to the call, the operator and the queue.
Support satisfaction · average 4.3
558%
424%
310%
25%
13%
What it is for
Feedback is a one-question phone satisfaction survey: the phone system reads the question with a synthetic voice and the customer answers with a key, from 1 up to the highest score you choose.
It usually comes right after the conversation: in queues and operators you set "After the conversation" to the Feedback, and when the operator hangs up the customer still on the line moves to the survey.
Every answer is saved with the call, the queue and the operator who handled it. Callers who do not score are counted too, so you see the real response rate.
The Feedback results page shows the average, the score distribution, answers and calls with no answer, filtered by period, survey, queue and operator, and you can export everything as CSV.
Use cases
Net Promoter, by phone
A service company asks "How likely are you to recommend us to a friend, from 1 to 9?". It sets the highest score to 9 and watches how the distribution moves month by month.
Checking after a technical fix
A help desk closes each ticket on the phone and then asks "Was your problem solved? Press 1 for yes, 2 for no", with a highest score of 2.
Coaching new operators
A team leader filters results for new operators and compares their average with the rest of the team; if calls are recorded, they replay them from the call report to see where to help.
Survey only during opening hours
A business wants scores only during customer service hours: outside them the survey does not start and the call goes straight to Hang up.
How it works
Write the question
In Phone modules open Feedback, click "New feedback" and write the question explaining the scale, such as "From 1 to 5, how satisfied are you with this call?". Pick the voice and speed and listen to it.
Set scale, wait and retries
Choose the highest score, how many seconds to wait for a key and how many times to repeat the question after a wrong key. Then write the wrong key and thank-you messages.
Link it after the conversation
In the queue or the operator's page pick the Feedback under "After the conversation". You can also use it as the destination of an IVR key or any other module.
The customer scores
When the operator hangs up, the customer hears the question and presses a key. After a valid score they hear the thank-you and the call goes to "After the score"; with no score it goes to "If no answer".
Read the results
In Feedback results you see answers, average, calls with no answer, response rate and score distribution, filtered as you like.
What you can set
Question
- Name
- The survey's name, used when picking destinations and in the results filters.
- Question
- The text read to the caller, who answers with a key; explain the scale, for example keys 1 to 5.
- Voice and reading speed
- The voice that reads the messages and its speed, from 1.0x to 1.5x; Listen plays the text before you save it.
Settings
- Highest score
- From 2 to 9: keys from 1 up to this number are valid scores.
- Key wait
- How many seconds, from 2 to 30, the phone system waits for the customer to press a key.
- Retries
- From 0 to 5: how many times the question is repeated after a wrong key or no key.
Messages
- Wrong key message
- Played after an out-of-scale key or no key, before the question is repeated.
- Thank-you message
- Played after a valid score, before the call moves on.
Hours
- Time condition
- When the survey is active; outside it the question is not asked.
- Closed message
- The message read when the survey is outside its hours.
- Closed destination
- Where the call goes when the survey is outside its hours.
Exits
- After the score
- Where the call goes after a valid score, for example Hang up.
- If no answer
- Where the call goes if the customer gives no valid score; the missing answer is recorded too.
Feedback results
- Summary
- Answers, Average, No answer and Response rate for the period and filters chosen.
- Score distribution
- How many votes each score on the scale received.
- Filters
- By date, survey, queue and operator.
- Export CSV
- Downloads the filtered answers to analyse in a spreadsheet.
- Webhook
- The feedback.completed event sends the score, survey, queue and operator to your systems as soon as the customer scores.
Frequently asked questions
How do I run a satisfaction survey at the end of a call?
Create a Feedback with the question and scale, then pick it under "After the conversation" in the queue or operator. When the operator hangs up, the customer hears the question and scores with a key.
Which score scale can I use?
From 1 up to a maximum you choose between 2 and 9, so every score is a single key. With a maximum of 2 you can also ask yes or no questions.
Can I see scores for each operator?
Yes. Every score is tied to the call's operator and queue: in Feedback results you filter by operator or queue and see the average and distribution.
What if the customer hangs up or presses nothing?
After the retries you set, the call goes to "If no answer". The call is still counted among those with no answer, to work out the response rate.
Can one survey ask several questions?
Each Feedback asks one question. You can chain several Feedbacks by setting the next one as the "After the score" destination.
If I delete a survey, do I lose its results?
No. Results already collected stay in the report after the Feedback is deleted.
Related features
Try it on your own phone lines
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