Call Center Feedback Survey
Call center quality depends on capturing real-time customer feedback. This professional post-call survey measures key metrics including wait time perception, agent knowledge and courtesy, issue resolution, and overall satisfaction. With conditional logic for unresolved issues and specific agent attributes rating, it helps identify top performers and coaching opportunities. Perfect for inbound support centers, sales calls, and technical helpdesks.
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export function callCenterFeedback(form: FormTs) {
// Call Center Feedback Survey - Post-call quality assessment
// Demonstrates: StarRating x4, MatrixQuestion, RatingScale (CES), EmojiRating, ThumbRating, conditional logic
// ============================================
// HEADER
// ============================================
form.addRow(row => {
row.addTextPanel('header', {
label: 'How Was Your Call Experience?',
computedValue: () => 'Your feedback helps us improve our phone support. This survey takes about 90 seconds.',
customStyles: {
backgroundColor: '#0f766e',
color: 'white',
padding: '24px',
borderRadius: '12px',
textAlign: 'center'
}
});
});
// ============================================
// SECTION 1: Call Context
// ============================================
const contextSection = form.addSubform('context', {
title: 'About Your Call'
});
contextSection.addRow(row => {
row.addRadioButton('callReason', {
label: 'What was the main reason for your call?',
options: [
{ id: 'billing', name: 'Billing or payment question' },
{ id: 'technical', name: 'Technical support' },
{ id: 'product', name: 'Product information' },
{ id: 'complaint', name: 'Complaint or issue' },
{ id: 'order', name: 'Order status or tracking' },
{ id: 'cancellation', name: 'Cancellation or return' },
{ id: 'other', name: 'Other' }
],
orientation: 'vertical',
isRequired: true
});
});
contextSection.addRow(row => {
row.addThumbRating('issueResolved', {
label: 'Was your issue resolved during this call?',
showLabels: true,
upLabel: 'Yes, fully resolved',
downLabel: 'No, not resolved',
alignment: 'left',
size: 'lg'
});
});
// Follow-up for unresolved issues
const unresolvedSection = form.addSubform('unresolved', {
title: 'Help Us Resolve Your Issue',
isVisible: () => contextSection.thumbRating('issueResolved')?.value() === 'down',
customStyles: { backgroundColor: '#fef2f2', padding: '16px', borderRadius: '8px' }
});
unresolvedSection.addRow(row => {
row.addRadioButton('unresolvedReason', {
label: 'Why wasn\'t your issue resolved?',
options: [
{ id: 'escalation', name: 'Needs to be escalated to another team' },
{ id: 'callback', name: 'Waiting for a callback' },
{ id: 'info-needed', name: 'I need to provide more information' },
{ id: 'agent-unable', name: 'Agent couldn\'t help with my issue' },
{ id: 'disconnected', name: 'Call was disconnected' },
{ id: 'other', name: 'Other reason' }
],
orientation: 'vertical'
});
});
unresolvedSection.addRow(row => {
row.addCheckbox('requestCallback', {
label: 'I would like a supervisor to call me back about this issue'
});
});
// ============================================
// SECTION 2: Wait Time Experience
// ============================================
const waitSection = form.addSubform('waitTime', {
title: 'Wait Time Experience'
});
waitSection.addRow(row => {
row.addRadioButton('actualWaitTime', {
label: 'Approximately how long did you wait before speaking to an agent?',
options: [
{ id: 'immediate', name: 'Less than 1 minute' },
{ id: '1-5', name: '1-5 minutes' },
{ id: '5-10', name: '5-10 minutes' },
{ id: '10-20', name: '10-20 minutes' },
{ id: 'over-20', name: 'Over 20 minutes' }
],
orientation: 'horizontal'
});
});
waitSection.addRow(row => {
row.addStarRating('waitTimeSatisfaction', {
label: 'How satisfied were you with the wait time?',
maxStars: 5,
size: 'lg',
alignment: 'center'
});
});
// ============================================
// SECTION 3: Agent Performance
// ============================================
const agentSection = form.addSubform('agent', {
title: 'Agent Performance'
});
agentSection.addRow(row => {
row.addTextPanel('agentInstructions', {
computedValue: () => 'Please rate your experience with the agent who helped you:',
customStyles: {
backgroundColor: '#f0fdfa',
padding: '12px',
borderRadius: '8px',
fontSize: '14px'
}
});
});
agentSection.addRow(row => {
row.addMatrixQuestion('agentAttributes', {
label: 'Rate the agent on the following:',
rows: [
{ id: 'courtesy', label: 'Courtesy & Professionalism', description: 'Polite, respectful, professional tone', isRequired: true },
{ id: 'knowledge', label: 'Product Knowledge', description: 'Understood the product/service well', isRequired: true },
{ id: 'listening', label: 'Listening Skills', description: 'Understood my issue correctly', isRequired: true },
{ id: 'clarity', label: 'Clear Communication', description: 'Explained things in a way I understood', isRequired: true },
{ id: 'efficiency', label: 'Efficiency', description: 'Handled the call without unnecessary delays', isRequired: true }
],
columns: [
{ id: '1', label: 'Poor' },
{ id: '2', label: 'Fair' },
{ id: '3', label: 'Good' },
{ id: '4', label: 'Very Good' },
{ id: '5', label: 'Excellent' }
],
striped: true,
fullWidth: true
});
});
agentSection.addRow(row => {
row.addStarRating('overallAgentRating', {
label: 'Overall agent rating',
maxStars: 5,
size: 'lg',
alignment: 'center',
showConfettiOnMax: true
});
});
// ============================================
// SECTION 4: Effort Score (CES)
// ============================================
const effortSection = form.addSubform('effort', {
title: 'Ease of Experience'
});
effortSection.addRow(row => {
row.addRatingScale('effortScore', {
label: 'How easy was it to get the help you needed?',
preset: 'ces',
lowLabel: 'Very Difficult',
highLabel: 'Very Easy',
size: 'md',
alignment: 'center'
});
});
effortSection.addRow(row => {
row.addRadioButton('transferCount', {
label: 'How many times were you transferred during your call?',
options: [
{ id: '0', name: 'Not transferred' },
{ id: '1', name: 'Once' },
{ id: '2', name: 'Twice' },
{ id: '3+', name: 'Three or more times' }
],
orientation: 'horizontal'
});
});
// ============================================
// SECTION 5: Overall Satisfaction
// ============================================
const satisfactionSection = form.addSubform('satisfaction', {
title: 'Overall Satisfaction'
});
satisfactionSection.addRow(row => {
row.addEmojiRating('overallExperience', {
label: 'How would you rate your overall call experience?',
preset: 'satisfaction',
size: 'lg',
showLabels: true,
alignment: 'center'
});
});
satisfactionSection.addRow(row => {
row.addRatingScale('npsScore', {
label: 'How likely are you to recommend our support to others?',
preset: 'nps',
showCategoryLabel: true,
showSegmentColors: true,
showConfettiOnPromoter: true
});
});
// ============================================
// SECTION 6: Feedback Based on Experience
// ============================================
// Positive experience follow-up
const positiveSection = form.addSubform('positive', {
title: 'What Went Well?',
isVisible: () => {
const emoji = satisfactionSection.emojiRating('overallExperience')?.value();
return emoji === 'good' || emoji === 'excellent';
},
customStyles: { backgroundColor: '#f0fdf4', padding: '16px', borderRadius: '8px' }
});
positiveSection.addRow(row => {
row.addSuggestionChips('positiveAspects', {
label: 'What made this a great experience? (Select all that apply)',
suggestions: [
{ id: 'fast-resolution', name: 'Quick resolution' },
{ id: 'friendly-agent', name: 'Friendly agent' },
{ id: 'knowledgeable', name: 'Knowledgeable support' },
{ id: 'short-wait', name: 'Short wait time' },
{ id: 'first-call', name: 'Fixed on first call' },
{ id: 'exceeded', name: 'Exceeded expectations' }
],
alignment: 'center'
});
});
// Negative experience follow-up
const negativeSection = form.addSubform('negative', {
title: 'What Could We Improve?',
isVisible: () => {
const emoji = satisfactionSection.emojiRating('overallExperience')?.value();
return emoji === 'very-bad' || emoji === 'bad' || emoji === 'neutral';
},
customStyles: { backgroundColor: '#fef3c7', padding: '16px', borderRadius: '8px' }
});
negativeSection.addRow(row => {
row.addSuggestionChips('improvementAreas', {
label: 'What disappointed you? (Select all that apply)',
suggestions: [
{ id: 'long-wait', name: 'Long wait time' },
{ id: 'multiple-transfers', name: 'Too many transfers' },
{ id: 'unhelpful', name: 'Agent unhelpful' },
{ id: 'not-resolved', name: 'Issue not resolved' },
{ id: 'rude', name: 'Agent was rude' },
{ id: 'wrong-info', name: 'Wrong information given' }
],
alignment: 'center'
});
});
// ============================================
// SECTION 7: Additional Comments
// ============================================
const commentsSection = form.addSubform('comments', {
title: 'Additional Feedback'
});
commentsSection.addSpacer();
commentsSection.addRow(row => {
row.addTextarea('additionalComments', {
label: 'Is there anything else you\'d like to share about your call experience?',
placeholder: 'Your detailed feedback helps us train our agents and improve our service...',
rows: 4,
autoExpand: true
});
});
// ============================================
// SECTION 8: Summary
// ============================================
const summarySection = form.addSubform('summary', {
title: 'Your Feedback Summary',
isVisible: () => satisfactionSection.emojiRating('overallExperience')?.value() !== null
});
summarySection.addRow(row => {
row.addTextPanel('summaryContent', {
computedValue: () => {
const callReason = contextSection.radioButton('callReason')?.value();
const resolved = contextSection.thumbRating('issueResolved')?.value();
const agentRating = agentSection.starRating('overallAgentRating')?.value();
const experience = satisfactionSection.emojiRating('overallExperience')?.value();
const effortScore = effortSection.ratingScale('effortScore')?.value();
const reasonLabels: Record<string, string> = {
'billing': 'Billing',
'technical': 'Technical Support',
'product': 'Product Info',
'complaint': 'Complaint',
'order': 'Order Status',
'cancellation': 'Cancellation',
'other': 'Other'
};
const experienceLabels: Record<string, string> = {
'very-bad': '😢 Very Poor',
'bad': '😕 Poor',
'neutral': '😐 Neutral',
'good': '😊 Good',
'excellent': '😃 Excellent'
};
let summary = `📞 Call Feedback Summary\n`;
summary += `${'═'.repeat(26)}\n\n`;
summary += `📋 Reason: ${reasonLabels[callReason || ''] || 'Not specified'}\n`;
summary += `✅ Resolved: ${resolved === 'up' ? 'Yes' : resolved === 'down' ? 'No' : 'Unknown'}\n`;
if (agentRating) {
summary += `\n⭐ Agent Rating: ${agentRating}/5 stars`;
}
if (effortScore) {
summary += `\n💪 Effort Score: ${effortScore}/7`;
}
if (experience) {
summary += `\n${experienceLabels[experience] || experience}`;
}
return summary;
},
customStyles: () => {
const resolved = contextSection.thumbRating('issueResolved')?.value();
const baseStyles = {
padding: '16px',
borderRadius: '8px',
whiteSpace: 'pre-wrap',
fontFamily: 'monospace',
fontSize: '14px'
};
if (resolved === 'up') {
return { ...baseStyles, backgroundColor: '#d1fae5', borderLeft: '4px solid #10b981' };
} else if (resolved === 'down') {
return { ...baseStyles, backgroundColor: '#fee2e2', borderLeft: '4px solid #ef4444' };
}
return { ...baseStyles, backgroundColor: '#f8fafc', borderLeft: '4px solid #0f766e' };
}
});
});
// ============================================
// FORM CONFIGURATION
// ============================================
form.configureSubmitButton({
label: 'Submit Call Feedback'
});
form.configureCompletionScreen({
type: 'text',
title: 'Thank You for Your Feedback!',
message: () => {
const resolved = contextSection.thumbRating('issueResolved')?.value();
const callback = unresolvedSection.checkbox('requestCallback')?.value();
if (resolved === 'down' && callback) {
return 'We\'re sorry your issue wasn\'t fully resolved. A supervisor will contact you within 24 hours to help resolve your concern.';
}
return 'Your feedback helps us improve our phone support quality. We appreciate you taking the time to share your experience with us.';
}
});
}
Frequently Asked Questions
When should the survey be sent?
Ideally, send immediately after the call via SMS or email. For IVR post-call surveys, offer it right when the call ends. Response rates drop significantly if sent more than an hour after the call. Keep it under 2 minutes to maximize completion.
What metrics matter most for call centers?
Key metrics include: First Call Resolution (FCR), Average Handle Time, Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Agent-specific ratings. This template captures CSAT and agent performance metrics that correlate with FCR and customer loyalty.
How do I track individual agent performance?
Pre-populate the agent's name or ID when sending the survey using URL parameters or hidden fields. Aggregate ratings by agent over time to identify coaching needs and recognize top performers.
Should I ask about wait time even if it was short?
Yes! Understanding perception of wait time is valuable regardless of actual duration. A 2-minute wait can feel long if the customer is stressed. This template asks about wait time satisfaction rather than exact minutes, capturing the experience rather than just metrics.
How do I handle negative feedback?
The template includes conditional follow-up for unresolved issues and low ratings. Route critical feedback to supervisors for immediate callback. Use negative feedback constructively for agent coaching rather than punishment to build a positive improvement culture.
Can this be used for outbound calls?
Yes, with minor adjustments. Change the 'reason for call' options to match outbound scenarios (sales follow-up, appointment confirmation, etc.). The agent rating and satisfaction portions work the same way.