---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# CSM Walk-up Experience customer satisfaction surveys

# CSM Walk-up Experience customer satisfaction surveys {#ariaid-title1}

Release version: Australia  
Updated June 25, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
With Walk-up Experience surveys, you can rate your 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
:   An on-site, one-click sentiment analysis survey where you 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 images of three faces to represent
    the different sentiments: sad, neutral, and smiling.

Walk-up experience satisfaction survey
:   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](https://www.servicenow.com/docs/access?context=assessments-surveys-landing-page&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).