How to set up a post call survey (CSAT)

A switchboard container with a switch item app can be used to ask a caller questions, these can form a post call survey. This could also be used for a NPS.

How to do it

1. Start by adding a switchboard container. Add a switch item per each answer. For example, if you want to give the option to rate a caller from 1 to 5, you will need 5 switch item apps.
2. Click on the top of the switchboard (the red part), add the question in the 'Configure this item' box
   
   
3. In each switch item, configure the answers. You can customise how you want. Here are the 2 main ways of doing it:
   1. "Question: how helpful was our team at answering your questions? Please rate it between 1 and 5, 1 being the worst, 5 being the best." Each switch item is a number.
   2. "Question: how helpful was our team at answering your questions? Press 1 for very good, press 2 for good, press 3 for average, press 4 for poor and press 5 for very poor. Each switch item represents a word/phrase but the caller still needs to press a number for each option. 
4. After each switchboard, you need to record the value that the caller presses. This can be done by using a manage properties app. For each question that you ask, you will need a custom field on the call reporting object (for more info on how to do this, see our guide on reporting gates).
   1. First, create a new custom field on the call reporting object, you can name it what you want, for example: 'Survey Question 1' or 'How helpful was our team?" or "Helpfulness Score". 
   2. Now, keep the field label which is the api name minus '__c', for example 'Survey Question 1' has api name 'Survey_Question_1__c' so the field label is 'Survey_Question_1'.
   3. In the routing policy, drag out from the first switch item and add an action container with a manage properties app. 
   4. Go to the custom properties tab, add the Property as the field label, for example 'Survey_Question_1'. 
   5. Add the Value as whatever you would like to see in the reporting or on the call reporting record. For example, Value = '1' or 'Very Good'
      If you record the value as a number, you can do calculations/averages or track trends to see if agents or teams are improving. 
   6. You will need to have a manage properties app after each switch item. Use the same field but record different values against each switch item.
5. Connect all the manage properties back into the next switchboard.
6. You will need a switchboard container per question you want to ask (and also a new custom field per question).
7. When you have asked all your questions, you might want to send a text after the survey to thank the caller for completing the survey. This can be done by adding a notify app and choosing the SMS option.
   
   

Top tips

• If you start with an extension, agents can either transfer to the survey (you can create a contact for it in salesforce so it's searchable) or you can have it 'Transfer After Connect' which is set from the call queue/hunt group/connect a call app.
• You need a custom (text) field on the call reporting object per question asked.
• You need to add the results to that field using a Manage Property app and a custom property. The property needs to equal the field name which is the api name without the '__c'.
• All of this is customisable so change it to fit your business needs.
• You might want to query the contact/account so you can see who completed the post call survey