Customer Satisfaction Surveys
Run automated CSAT and NPS phone surveys with Fonify to collect actionable feedback at scale with higher response rates than email.
The Problem: Low Survey Response Rates
Traditional survey methods — email and SMS — yield dismally low participation. Email surveys average 5-10% completion rates, meaning you're only hearing from a small, self-selected fraction of your customers. Phone surveys get 5-8x higher participation, but calling hundreds of customers manually isn't feasible.
Phone-based surveys achieve 40-60% completion rates compared to 5-10% for email. Fonify makes these calls fully automated while maintaining a natural, conversational experience.
Recommended Assistant Configuration
What We Set Up for You During Onboarding
| Parameter | Our recommendation for this sector |
|---|---|
| Personality | Attentive, neutral, interested |
| Conversation Style | Question-and-answer focused, concise |
These settings shape what the employee says and are defined during setup. If they need to change, contact support.
What You Can Adjust Yourself
| Setting | Where | Our recommendation for this sector |
|---|---|---|
| Voice tone | Voice & Speech > Voice Character | Warm but professional, medium pace |
| Language | Identity > Profile | English |
| Documents | Identity > Documents | Company services overview, complaint escalation process |
Tip
Configure the survey assistant to be neutral — it should not lead customers toward positive answers. Instead of "Were you happy with our service?", use "On a scale of 1 to 10, how would you rate your experience?" for unbiased feedback.
Sample Conversation Scenario
"Hi, this is [Company Name] calling. We'd love to get your quick feedback on the service you received last week. It'll just take 2 minutes — do you have a moment?"
"On a scale of 1 to 10, how would you rate your overall experience? 1 being very poor and 10 being excellent."
Follow-up questions vary by score. Low scores: "Could you tell us what was disappointing?" High scores: "What did you like most about the experience?"
"Thank you for your valuable feedback. We'll share your input with our team. Have a great day."
Campaign Setup Tips
Post-Service Survey
Call 24-48 hours after service completion. Capture feedback while the experience is fresh.
Quarterly NPS Campaign
Call active customers every quarter to build longitudinal NPS data for trend analysis.
- Call Hours: 10:00-18:00 (optimal for customer availability)
- Variable Mapping:
customer_name,service_type,service_date,representative_name - Retry Logic: If unanswered, retry once — do not over-contact for surveys
Information Captured From the Conversation
The employee captures the information below during the conversation. You can see it in the call detail under Contacts > Conversations, in the matching contact record under Customers > Directory, and in campaign analytics.
| Information | Description |
|---|---|
nps_score | 1-10 overall satisfaction rating |
nps_category | Promoter (9-10) / Passive (7-8) / Detractor (1-6) |
positive_feedback | What the customer liked |
negative_feedback | Complaints or improvement suggestions |
would_repurchase | Would use the service again |
would_recommend | Would recommend to others |
priority_follow_up | Urgent complaint — escalate to human agent |
Note
Which information is captured is configured for you during setup and cannot be changed from the panel. If you need a new field, contact support.
Expected Results & KPIs
Response Rate
40-60% survey completion rate
Actionable Insights
80%+ of calls yield meaningful, actionable feedback
Customer Retention
15% of detractors recovered through proactive follow-up