Ask the customer how it went before they hang up
A short keypad question after the call ends gives you a happiness score. No app, no SMS, nothing for the customer to install. The results go straight into your reports.
People who never fill in an emailed survey will still press one number before they hang up.
What you get with Customer Feedback & CSAT
A keypad question after the call
The moment the call ends, the caller is asked to rate it one to five on their phone keypad. No app, no SMS, nothing to install.
Scores add up by team
Happiness shown by agent, team and campaign, so a drop points to where it actually happened.
See it per agent
See which agents customers rate well again and again, and coach from the recordings behind the low scores.
Survey only the calls you want
Put the question on the teams and menus where feedback matters, and leave it off the ones where it does not.
Watch it over time
See happiness move week to week, instead of guessing from the complaints that happen to reach a manager.
Next to the recording
A low score sits right beside the recording of the call that caused it, so the review takes a minute.
Download the results
Pull the scores into Excel or CSV for board reports, alongside the rest of your call numbers.
Customer Feedback & CSAT questions
Straight answers about Customer Feedback & CSAT, in plain language.
01Does the customer need an app or to reply to an SMS?
No. They answer on the phone keypad while still on the line, which is why far more people reply than to an emailed survey.
02How long is the survey?
As short as you want, usually one question such as rating the call one to five. Short surveys are the ones people actually finish.
03Can I see happiness per agent?
Yes. Scores add up by agent, team and campaign, and each score links back to the recording of the call it came from.
04Can I run it on only some calls?
Yes. The question is attached per menu or team, so you can survey support calls and leave sales calls alone, or the other way round.
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Book a free demo of CloudCall. We set up your number, extensions and call flow, then have you live within a day. No hardware and no long contract.