CSM Walk-up Experience customer satisfaction surveys

With Walk-up Experience surveys, users can rate their satisfaction with walk-up location interactions, providing management with feedback to improve the walk-up experience.

The Walk-up Experience application includes two base-system predefined surveys.

Walk-up CSAT survey

This survey is an onsite, one-click sentiment analysis survey where the user can quickly rate service based on a 1 - 3 scale, where 1 is a negative experience and 3 is a positive experience. The survey uses an image scale of three faces with different sentiments: sad, neutral, and smiling.

Figure 1. Walk-up sentiment analysis survey

Walk-up experience satisfaction survey

Users can access this survey from a link enclosed in an email. The link is sent when walk-up interactions are closed. This survey uses sentiment analysis for the overall experience, wait-time experience, technician experience, technician professionalism, and additional comments. This survey is based on a 1 - 5 numeric rating scale, where 1 is very unsatisfied and 5 is very satisfied.

Walk-up administrators and managers can modify these surveys and the associated trigger conditions. Managers and administrators can review responses by question and see a scorecard for each survey on the Walk-up Experience Dashboard module. User comments provide feedback that is used to improve the performance of walk-up interactions.

For more detailed information about working with surveys, sentiment analysis, trigger conditions, and survey questions, see Assessments and Surveys.