Ask while it is fresh. Hear what matters.
Send a short survey after every contact, by voice, SMS or email. Pick the channel your customer already uses, keep the questions few, and follow up with anyone who was left unhappy.
Thanks for contacting us today.
How did we do? Reply 1 to 5, where 5 is excellent.
Thanks for telling us!
Illustrative example. Tap an answer to try it.
Four moves, one quick moment.
- 01
The contact ends
A call or conversation wraps up and the customer's experience is still fresh.
- 02
Pick the channel
The survey goes out by voice, SMS or email, whichever suits how the customer got in touch.
- 03
Ask a few questions
A short set of questions keeps it easy, so more people finish it.
- 04
Follow up if needed
An unhappy answer can be flagged so someone reaches out while it still matters.
Meet customers where they already are.
The best survey channel is usually the one the customer just used. Each has its own strength.
Voice
The customer stays on the line and answers by keypad or speech once the agent hangs up. Nothing to open, nothing to click.
Best after phone calls.
SMS
A short text lands on their phone with one question and a quick reply. It is read within moments and answered in seconds.
Best for quick, in-the-moment feedback.
A little more room for a thoughtful answer or a comment in the customer's own words, whenever they have a minute.
Best for longer, considered replies.
Text surveys run on the same messaging foundation as SMS & MMS, and every channel is covered in Omnichannel.
Fewer questions, more answers.
Nobody wants a form after a phone call. A survey that takes seconds gets finished, and finished surveys are the only ones that teach you anything.
- 1
One rating
Start with a single score question. Most customers will answer it, and it is the piece you need most.
- 2
One optional comment
Offer a free-text or spoken comment for people who want to say more, without making it a requirement.
- 3
Stop
Resist the urge to add a fourth. A survey that respects the customer's time is one they will answer again.
The best moment to ask is right now.
Straight after the contact, the customer remembers exactly what happened and how it felt. Wait a few days and the answer becomes a vague impression, or no answer at all.
Surveys go out automatically as each contact ends, so nobody has to remember to send them.
Turn an unhappy answer into a second chance.
Spot the unhappy answer
A low rating or a pointed comment stands out from the rest instead of waiting in a spreadsheet.
Reach out quickly
A team lead can call back while the problem is still current, which is often when a bad day can be turned around.
Close the loop
Tell the customer what changed. People who see their feedback used are more likely to give it again.
Want to see how those answers become scores by agent, team and channel? Read about CSAT & NPS tracking.
Simple to answer, useful to read.
More answers
Short surveys on the customer's own channel are simpler to finish.
Fresher feedback
Asking straight after the contact captures how it felt, not a faded memory.
Fewer silent exits
Unhappy customers get a response, not silence.