Walk-up Experience customer satisfaction surveys

With Walk-up Experience surveys, requesters can rate their satisfaction with walk-up location interactions and provide feedback to improve the Walk-up Experience application.

Two base-system predefined Walk-up Experience surveys are provided:

• Walk-up CSAT survey: On-site one-click sentiment-analysis survey where the requester can quickly rate the service based on a 1 to 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 survey

  
  
  

• Walk-up Experience Satisfaction Survey: A survey link is sent via email when walk-up interactions are closed. It uses sentiment analysis for the overall experience, wait-time experience, agent experience, agent professionalism, and additional comments. This survey is based on a 1 to 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. Requester feedback is used to improve the performance of walk-up interactions.

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

• Create or modify a Walk-up Experience customer satisfaction survey
  Improve your Walk-up Experience operations and customer service by using surveys and monitoring survey results. Walk-up surveys capture important information from users about the interaction experience provided to them at the venue.