What is a Post-Call Survey?
A post-call survey is conducted right after a customer interaction, typically through an automated phone system, SMS, or email.
Its purpose is to gather immediate, relevant feedback while the experience is still fresh in the customer’s mind.
In a contact centre, these surveys often ask customers to rate the service received, the agent’s professionalism, and whether their issue was resolved.
In voice channels, the survey is usually offered before the customer hangs up, with questions answered via keypad or voice response.
In digital channels, a link to the survey may be sent via email or messaging.
Results are collected and analysed to identify trends, measure individual and team performance, and assess overall service quality.
In contact centre and customer service operations, post-call surveys can be used to:
- Measure customer satisfaction (CSAT) and Net Promoter Score (NPS).
- Pinpoint training needs by analysing feedback tied to specific agents.
- Track resolution effectiveness over time.
- Identify systemic issues impacting service quality.
For post-call surveys to be effective, they should be short, easy to complete, and focused on actionable insights.
Overly long or complex surveys can reduce participation rates and compromise the quality of feedback.
Why Post-Call Surveys Matter
Post-call surveys provide real-time insights into the customer experience, helping businesses identify what’s working and where improvements are needed.
By acting on this feedback, contact centres can enhance service quality and strengthen customer relationships.
Related Terms:
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- First Contact Resolution (FCR)
- Quality Assurance (QA)
- Customer Feedback