Customer Survey
A customer survey is a structured data collection tool used to gather feedback from customers about their experiences, satisfaction, and expectations.
In Depth
Customer surveys are the backbone of systematic feedback collection. Common types include post-interaction surveys (sent after support conversations), relationship surveys (periodic assessments of overall satisfaction), transactional surveys (triggered by specific events like a purchase), and milestone surveys (sent after key moments like onboarding completion). Effective surveys are short, well-timed, and actionable — asking only questions that will drive decisions.
AI enhances survey programs by optimizing send timing, personalizing questions based on the customer's recent interactions, analyzing open-ended responses at scale using NLP, and identifying trends across thousands of responses. AI agents can also conduct conversational surveys within natural dialogue, achieving higher response rates than traditional email surveys.
Related Terms
Customer Feedback
Customer feedback is information provided by customers about their experience with a product, service, or interaction, used to guide improvements and measure satisfaction.
CSAT Score
CSAT (Customer Satisfaction Score) is a metric that measures how satisfied customers are with a specific interaction or overall service, typically collected through post-interaction surveys.
Net Promoter Score (NPS)
Net Promoter Score (NPS) measures customer loyalty by asking how likely customers are to recommend a company on a 0-10 scale, categorizing them as promoters (9-10), passives (7-8), or detractors (0-6).
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