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Digital Customer Satisfaction Rating Concept. A customer using a smartphone to interact wi

SurveysCX

Increase Survey Response Rate

Measure Customer Satisfaction

Improve Customer Experience

Discover SurveysCX

SurveysCX makes it easy to capture real-time voice of the customer feedback across channels, whether it’s Web Messaging, WhatsApp, Email, or directly on your website. What sets us apart? Our visually engaging, embedded survey interface built right into WebMessaging, designed to boost both response rates and the overall customer experience.

Web Messaging Surveys

SurveysCX is seamlessly integrated with chat to deliver a visually engaging, branded survey experience that drives higher response rates and ensures a consistent user journey.

  • Surveys are automatically triggered at the end of each customer interaction.

  • Questions can be displayed individually or grouped for a more flexible flow.

  • Each response is tagged with the corresponding Conversation ID, enabling precise attribution to specific users, agents, and interactions.

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Email Surveys

Surveys can be automatically delivered via email at the end of any voice or digital interaction, making it easy to collect timely and actionable customer feedback.

  • Each response is linked to the corresponding Conversation ID, allowing for accurate attribution to individual users, agents, and interactions.

  • Survey pages are fully customizable and can be tailored to specific queues for a more targeted experience.

Website Feedback

Surveys and feedback can be collected directly from customers through your website. 

  • Add feedback/survey buttons to any webpage.

  • Present pop-up surveys based on customer actions such as entering or leaving a page, removing items from a cart, or clicking a link.

  • Supports multiple feedback/survey forms for use across your website.

  • Tag responses with page, product, or other attributes from your website.

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Survey Designer

Our Survey Designer empowers you to create professional, fully branded surveys with ease and precision.

  • Intuitive drag-and-drop interface for quick and flexible survey building.

  • Fully customizable colors, fonts, and logos to maintain brand consistency and enhance the customer experience.

  • Supports 15+ question types, including:​

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  • Net Promoter Score (NPS)

  • Radio Button Groups

  • Rating Scale

  • Checkboxes

  • Dropdowns

  • Yes/No Options

  • Ranking Questions

  • Single and Multi-line Text Inputs

  • Dynamic Panels

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Reporting

SurveysCX reporting tools provide both detailed and high-level insights into customer sentiment, combining individual response views with dynamic charts and graphs for quick analysis.

  • Fully embedded within Genesys Cloud for seamless access.

  • Customizable reports with a variety of chart and graph formats.

  • Individual responses are viewable in table format or exportable as CSV files for integration with external systems.

  • Integrated directly into the Interaction View, enabling agents and supervisors to assess performance and customer sentiment more effectively.

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