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Customer Satisfaction Surveys

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What are Customer Satisfaction Surveys?

Customer Satisfaction Surveys are a special kind of IVR designed to get a caller's input without involving an Agent. Typically, surveys are played after the Agent hangs up and are used to evaluate the caller's satisfaction with their call experience, although they could be used for any other purpose supported by the survey system. Surveys can be defined for any Contact Center Campaign.


Creating a Survey

 

Creating a survey is generally a 6 step process. You will work with your Account Manager to get some of these completed.

 

1. Record Audio Prompts

Each prompt to be played to a caller must be recorded and uploaded to your Audio Library. Ideally, all the survey prompts and system prompts should be read in the same voice. You can record your own prompts and upload them to your Audio Library using the Audio Asset Manager. Alternatively, you can use the voice talent to record your prompts; contact your Account Manager to schedule a recording session if you want to use this option.

 

 

2. Create an Initial IVR

Campaigns that will play a survey can define an Initial IVR that will gather the caller's permission to take the survey and set any initial data, such as the ID of the survey to play. The IVR itself must be created by Staff, but it can be configured via the Edit Campaign interface. See step 5 below. If you play the same survey to all callers, you may skip this step.

 

3. Create a Post Call IVR

Surveys are played using a Post Call IVR. Generally, this is a generic IVR that simply knows how to load your survey audio catalog and play the prompts, collect responses and disposition the call. Like the Initial IVR, the Post Call IVR itself must be created by Staff, but it can be configured via the Edit Campaign interface. See step 5 below.

 

4. Create the Survey

Creating the actual survey is a relatively simple matter of arranging the prompts you have recorded in the correct order and configuring a few parameters, such as number of times a prompt can be repeated before skipping to the next prompt. Contact Center Administrators can perform this step.

 

5. Configure the Campaign

Contact Center Administrators can perform this step. Use the Campaign list page to locate your Campaign and configure the following:

  • Default Survey—define the survey to load if not overridden by the Initial IVR
  • Initial and Post Call IVRs—define which IVRs will handle loading, playing and dispositioning of the selected survey

 

Reporting on Survey Results

You can evaluate the performance of your surveys using the Report Tool. You have two kinds of reports available to you:

 

To generate reports that focus on survey-related fields:

  1. Set the Report Type to Surveys (either Group or Details)
  2. The survey related fields that are available for reporting will appear in the query form.

 

To generate reports that include summary survey fields and general call-related fields:

  1. Set the Report Type to Calls Received (either Group or Details)
  2. Select the All Options tab
  3. Check the Survey check box in the Field Categories section. The survey related fields that are available for reporting will appear in the query form

 

Table 17-1 shows the Survey Report Tool fields:

 

Table 17-1: Survey Fields

 

Where Options

Campaign Name

The Campaign that invoked the survey.

   

Program Name

The Program that owns the Campaign that invoked the survey.

   

Offer Name

The Offer associated with the call.

   

Survey Name

The name of the survey.

   

Survey Description

The description of the survey.

   

Survey Disposition

The final outcome for the survey. Current disposition options are:

ID

Disposition

Notes

1

Dispositioned

The survey was completed successfully

2

Survey denied

The caller refused to take the survey

3

Survey error

The survey failed to play properly

4

Caller drop off

The caller accepted the survey but then hung up before completing it

5

Caller error

The caller exceeded the maximum number of retries

6

Survey accepted

The caller accepted (but possibly did not complete) the survey

   

Session ID

The unique identifier associated with the call that produced this survey

   

Rep ID

The user ID of the Agent ("rep") who answered the call

   

Agent

The user name of the Agent ("rep") who answered the call

   

Transferring Rep ID

If the caller accepted the survey during one session (call) and later was transferred to another session after which the survey was actually taken, this field contains the user ID of the first session's Agent

   

Transferring Agent

If the caller accepted the survey during one session (call) and later was transferred to another session after which the survey was actually taken, this field contains the user name of the first session's Agent

   

Question

The survey question's prompt

   

Survey Audio Type

The survey prompt's type. Current audio types are:

  • Introduction
  • Instruction
  • Keypad Response
  • Voice Response
  • Closing
  • System
   

Answer

The caller's response to the question (this only applies to DTMF responses)

   

Show Fields Group Report Options

Survey Count

Number of surveys taken by callers

   

Response Count

Number of responses

   

Answers 1 - 0

Count of DTMF responses provided by callers

   

Having (Threshold) Options

   

Survey Count

Restrict results based on the number of surveys taken by callers.

   

Response Count

Restrict results based on the number of response provided by callers.

 

Table 17-2 shows the available survey related reporting fields in the Calls Report Tool:

 

Table 17-2: Survey Fields

 

Where Options

Survey

Filter by survey name

Show Fields Options

Num Surveys Offered

Number of surveys offered to callers

   

Num Surveys Accepted

Number of surveys accepted by callers

   

Num Surveys Started

Number of surveys started by callers

   

Num Surveys Completed

Number of surveys completed by callers

   

Total Survey Score

The total score for all the surveys in this report. This is only significant if your survey uses touch tone (DTMF) entries to gather numeric input from callers.

   

Avg Survey Score

The average score for all the surveys in this report. This is only significant if your survey uses touch tone (DTMF) entries to gather numeric input from callers.

   

Num Survey Responses

The total number of caller responses to questions for all the surveys in this report.

   

Avg Survey Responses

The average number of caller responses to questions for all the surveys in this report.

Having (Threshold) Options

   

Num Survey Offered

Restrict results based on the number of surveys offered to callers.

 

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Last modified
11:54, 11 Sep 2014

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