Survey events in Journey Management
Survey events capture which survey was administered, when the survey was completed, the survey score, the survey type (NPS or CSAT). When you connect survey results to journey events, you can measure the impact of behavior on attitude to gain a deeper customer perspective.
- Provides insight into how customers felt about their experience by linking survey scores, such as NPS or overall ratings, to interaction details like channels and wrap-up outcomes, helping you understand which touchpoints influenced sentiment.
- Enables analysts to visualize the relationship between key journey elements (virtual agent intents, flow milestones, conversation outcomes) and survey results (NPS).
- Compare behavioral outcomes such as call duration, interaction termination, and abandonment with attitudinal measures.
For more information about available attributes, see Attributes in Journey Management.
| Event | Description | Attributes |
|---|---|---|
| Survey Updated | Survey events provide visibility into how customers respond to surveys and how that feedback relates to their overall journey. |
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