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

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu 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: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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