About customer surveys

AI-generated summary

Genesys Cloud provides comprehensive customer survey capabilities that enable contact centers to collect post-interaction feedback through web and voice surveys. The platform supports six different question types, including Net Promoter Score, and allows creation of customized survey forms for different interaction types. Web surveys can be distributed through email invitations with configurable sender, receiver, and content settings, while voice surveys can be implemented through Architect flows agent disconnection. Key features include customizable survey forms, web survey invite flows, voice survey configurations, and survey policy management. The system enables survey deployment through post-interaction emails and in-interaction transfers, with options for customers to opt out. Results and responses can be monitored through the Quality tab and performance views. Administrators can manage survey delivery policies, while agents can transfer callers to voice surveys using the Set Post-Flow action or share web survey links during messaging conversations

Customer surveys allow you to invite a customer to provide feedback about a previous interaction with your contact center. Create a customer survey form, set up a web survey invite flow or a voice survey flow. Configure a policy to send web surveys to customers, or configure an inbound call flow to transfer customers to the voice survey after the agent disconnects.

Customer survey forms

Create a web or voice survey form to send to customers after interactions. Add your text into six different question types. Create different forms for different types of interactions.

Web survey flows in Architect

Create a flow for web surveys. Set up the invitation email, including the sender, receiver, and email body. View examples and download survey flow templates.

Voice survey flows in Architect

Generate an Architect flow for your voice survey based on the survey form that you created and customize it.

Deploy customer surveys

Create and manage customer survey delivery across post-interaction and in-interaction experiences. Administrators can configure survey policies to send an email with a link to a Web Survey for any interaction type and apply survey email best practices to improve response rates. During interactions, agents can transfer callers to a voice survey after disconnect using the Set Post-Flow action, or provide customers with a direct link to a web survey within a messaging conversation. The configuration also supports customer preferences by allowing external contacts to opt out of surveys and enabling teams to record and manage survey opt-out settings.

Customer survey results

View the survey status and completed survey’s responses in the Quality Summary tab on the survey performance views.

Net Promoter, NPS, and the NPS-related emoticons are registered trademarks, and Net Promoter Score and Net Promoter System are service marks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.

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About customer surveys View summary