About customer surveys
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 enable a policy to determine when Genesys Cloud sends web surveys to customers. Choose which form and flow to use for matching interactions. Allow external contacts to opt out of surveys. Use the Set Post-Flow action in an inbound call flow to transfer a caller to a voice survey after the agent disconnects.
Customer survey results
View the survey status and completed survey’s responses in the Quality Summary tab on the survey performance views.
