A satisfaction score tells you whether a customer feels positive, disappointed or somewhere in between. It may leave out the reason. An unanswered form leaves out the experience altogether.
AYWA can call customers, ask your questions and invite them to explain an answer. That gives your team feedback about a specific delivery, service visit, purchase or appointment, with context that helps you decide what to improve and whom to call back.
Give your voice agent a focused survey
Set the survey’s purpose and the questions to ask. The agent explains why it is calling, checks whether the person is available and follows your instructions. It can collect a rating, an open response or a choice between defined options.
Start with a decision you want to inform. After a service visit, explore the quality of the work and any difficulties around it. After a purchase, ask about product choice and use. Keeping one clear purpose makes answers easier for the team to interpret and compare.
A short set of questions can uncover useful detail
For an initial survey, use three stages:
The experience: how did the service visit or delivery go?
The reason: what led you to that answer?
The next step: is there anything you would like the team to follow up?
If you use a rating scale, define its endpoints and keep the wording consistent. The agent should make it easy to answer honestly, without encouraging a higher score. Your team needs the customer’s assessment, including an answer you did not expect.
A helpful technician, an unclear arrival time
Illustrative scenario, not a reported customer result. A customer rates a service visit 7 out of 10. A follow-up question reveals that the technician did good work, but the customer waited without knowing when they would arrive.
The useful record separates service quality from scheduling communication. It contains the stated rating, the reason and any callback request. The team can then improve the arrival update without changing work the customer appreciated.
If the person declines to give a rating, preserve that missing answer. A friendly conversation is not evidence for a score.
Prepare the conversation and the calling campaign
Tell the AYWA studio the survey’s purpose, audience and expected output. Refine the tone, language, questions and permitted clarifications. Try the conversation before using it with a group of contacts.
AYWA calling campaigns organise contacts, calling hours and attempts according to your settings. For audiences in different locations, choose a suitable language and schedule. Explain the purpose of the call and respect contact preferences and the rules that apply to your survey.
Connect feedback to the place your team takes action
AYWA combines calls with connected actions. Depending on available operations and your configuration, the journey can update a CRM record, add a note or prepare a follow-up request in a business tool.
Decide which responses need a person: an unresolved issue, a requested callback or a concern that requires explanation. Check the action’s result and the destination record. The conversation identifies the next step; the configured operation is what records it.
Count responses separately from call attempts
An attempted call, a reached customer and a completed survey are different outcomes. Track them separately. If you calculate an average, use the ratings actually provided and state how many responses it represents.
Read the explanations as well. Repeated comments may point to a specific process problem; an isolated remark may deserve a callback without supporting a conclusion about your whole customer base. A first pilot helps you refine the questions and check the quality of follow-up.
Frequently asked questions
Are phone surveys only for customer satisfaction?
No. You can prepare a survey about needs, preferences or a particular experience. Define the purpose and the information to collect.
Can answers be sent to a CRM?
Yes, through a suitable connector and configured action with the necessary permissions. Check the record to see what was actually written.
Start with the question that could improve your service
Bring your questionnaire and an example of the follow-up your team needs. Speak with an agent, then begin testing your own mission with 15 minutes provided at signup.