Ask the customer before they hang up
A short keypad survey after the call ends captures a satisfaction score with no app, no SMS and nothing for the customer to install. The results roll straight into your reporting.
The people who never fill in an emailed survey will still press a number before they hang up.
What you get with Customer Feedback & CSAT
Keypad survey after the call
The caller is asked to rate the call one to five on their phone keypad the moment it ends. No app, no SMS, nothing to install.
Scores that roll up
Satisfaction reported by agent, department and campaign, so a dip is traceable to where it actually happened.
Per agent visibility
See which agents customers consistently rate well, and coach from the recordings behind the low scores.
Survey any call flow
Attach the survey to the queues and departments where feedback matters and leave it off the ones where it does not.
Trends over time
Watch satisfaction move week to week rather than guessing from the complaints that happen to reach a manager.
Paired with the recording
A low score sits next to the recording of the call that produced it, so the review takes a minute.
Exportable results
Pull satisfaction data into Excel or CSV for board reporting alongside the rest of your call metrics.
Customer Feedback & CSAT questions
Does the customer need an app or to reply to an SMS?
No. The survey is answered on the phone keypad while they are still on the line, which is why response rates are far higher than emailed surveys.
How long is the survey?
As short as you want, and typically one question such as rating the call one to five. Short surveys are the ones people actually complete.
Can I see satisfaction per agent?
Yes. Scores roll up by agent, department and campaign, and each score links back to the recording of the call it came from.
Can I run it on only some calls?
Yes. The survey is attached per call flow, so you can survey support calls and leave sales calls alone, or the other way round.
Ready to put your phones in the cloud?
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.