Post-Interaction Survey
Short definition
Post-Interaction Survey: Collecting feedback immediately following a customer interaction.
Meaning and how it works
A post-contact survey captures recent experience, but repeated requests can reduce participation. Surveys help measure customer perceptions at particular points in a service journey. Results reflect the people who responded, not automatically the entire customer base.
Business applications
- Business scenario:
After a call, a customer is invited to rate the helpfulness and courtesy of the service.
What to check before implementation
Agree on question wording, survey timing and sampling. Avoid treating small or biased response groups as representative of all customers.