Appendix: preparation for a survey

For 8x8 Post Call Survey, we have put together a series of best practices to help you get started.

Establish the type of question you want to create: Scale, Yes/No, or Voice Comment.
If you plan a question of the Scale type, determine the most appropriate numerical range. We recommend not changing it after deploying the survey.
Review the questions for clarity, spelling, and proper syntax.
This enables you to copy and paste your questions while building the survey.
This helps in using the Say object.
If you use the Say object, configure it to be interruptible.

"Welcome to my company survey. We appreciate your time in taking the survey."

Keep the number of your questions to 4-6.
If using the Scale question type, use the same numbering in all questions.
If changing the numbering in the scale, group similarly-scaled questions together.

Sample questions

Agent Score
"How do you rate the quality of service provided by our patient care representative? Press 1 for least satisfied and 9 for extremely satisfied."
Customer Satisfaction
"How satisfied are you with the overall experience of your call today? On a scale of 1 to 10, press 1 for least satisfied and 10 for extremely satisfied."
Net Promotion Score
"Will you recommend our service to your friend or family? Please select 1 for least likely and 9 for most likely."
First Call Resolution
"How many times did you have to contact us to resolve your request? Press 1 for one, 2 for more than one, 3 for still not resolved."
Voice Comment
"If you wish to leave us a brief comment, please wait for the beep and proceed."
Closing Message
"Thank you for taking the survey; goodbye! We appreciate your feedback."
Invalid Prompt
"You entered an invalid response; please enter a valid response."
Empty
"We are waiting for your response; please enter a valid response."