# Survey forms

# Survey Forms (Genesys Cloud Quality Management)

| Section | Description |
|---|---|
| Module Context | Part of **Quality Management and Voice of the Customer** capabilities in Genesys Cloud. |
| Purpose | Allows organizations to collect **customer feedback after interactions** using web-based surveys such as CSAT and NPS. |
| Admin Location | `Admin → Quality → Survey Forms` |
| Key Requirement | Survey invitations require **Survey Invite Flow in Architect** and a **Quality Policy** to trigger survey delivery. |

Survey Forms enable organizations to measure **customer satisfaction, service quality, and customer sentiment** following interactions. They are typically triggered through policies and Architect flows.

---

# Study Notes

| Topic | Explanation |
|---|---|
| Survey Forms | Templates used to collect feedback from customers after interactions. |
| Survey Invite Flow | Architect flow responsible for sending the survey invitation email or message. |
| Policies | Determine which interactions trigger surveys. |
| Question Types | Multiple Choice, Yes/No, Range, Free Text, and Net Promoter Score (NPS). |
| NPS Limit | Only **one NPS question** can be used per survey. |
| Survey Language | Determines language of the survey displayed to the customer. |
| Header Section | Displays instructions, images, or branding above survey questions. |

Survey feedback helps contact centers monitor customer satisfaction and identify areas for service improvement.

---

# Navigation

| Task | Navigation |
|---|---|
| Create survey form | `Admin → Quality → Survey Forms → Create` |
| Edit survey form | `Admin → Quality → Survey Forms → Select Form` |
| Publish survey form | `Admin → Quality → Survey Forms → Publish` |
| Configure survey invite flow | `Architect → Survey Invite Flow` |
| Configure survey policies | `Admin → Quality → Policies` |

---

# Configuration Fields (UI Form Fields)

## Survey Form Creation

| Field | Description | Options |
|---|---|---|
| Create | Creates new survey form | Button |
| Survey Language | Language used for the survey | Dropdown |
| Survey Form Name | Internal survey identifier (not visible to customers) | Text |
| Header | Instructional text or image displayed to customer | Text / Image |
| Add Question | Adds a survey question | Button |
| Save | Saves draft survey form | Button |
| Publish | Publishes survey form | Button |

---

## Question Configuration

| Field | Description | Options |
|---|---|---|
| Question Type | Defines format of survey question | Multiple Choice / Yes-No / Range / Free Text / NPS |
| Question Text | Question shown to the customer | Text |
| Help Text | Optional guidance for question | Text |
| Required | Makes question mandatory | Toggle |
| Answer Options | Choices available for customer response | Text |
| Range Scale | Numeric scale used for rating | 1–5 or custom range |
| NPS Question | Measures customer loyalty | 0–10 scale |
| Delete Question | Removes question | Button |
| Reorder Questions | Change question order | Drag and drop |

---

# Dependencies

| Component | Purpose |
|---|---|
| Architect | Sends survey invitations through survey invite flow |
| Policies | Determine which interactions trigger surveys |
| Interaction Recording | Optional integration with quality monitoring |
| Customer Contact Data | Used to deliver survey invitation |

---

# Platform Integration / Related Components

| Component | Relationship |
|---|---|
| Architect Survey Invite Flow | Sends survey invitation email or message |
| Quality Policies | Automates survey triggers |
| Evaluation Forms | Complement surveys with internal quality scoring |
| Speech & Text Analytics | Analyze feedback trends |
| Customer Journey Analytics | Combine survey feedback with interaction analytics |

---

# Related Topics / Further Reading

| Topic | Purpose |
|---|---|
| Evaluation Forms | Internal agent evaluation |
| Quality Policies | Automate survey delivery |
| Architect Flows | Configure survey invitation workflow |
| Speech Analytics | Analyze conversation sentiment |
| Gamification | Use feedback metrics to motivate agents |

---

# Implementation Checklist

| Step | Status |
|---|---|
| Create survey form | ☐ |
| Add survey questions | ☐ |
| Publish survey form | ☐ |
| Create Architect survey invite flow | ☐ |
| Configure survey policy | ☐ |
| Test survey delivery | ☐ |
| Review survey analytics | ☐ |

---

# Implementation Guide

| Step | Action |
|---|---|
| Step 1 | Navigate to `Admin → Quality → Survey Forms` |
| Step 2 | Click **Create** |
| Step 3 | Select survey language |
| Step 4 | Enter survey form name |
| Step 5 | Add header instructions |
| Step 6 | Add survey questions |
| Step 7 | Save survey form |
| Step 8 | Publish survey form |
| Step 9 | Configure Architect survey invite flow |
| Step 10 | Create policy to trigger surveys |

---

# How to Implement

| Phase | Description |
|---|---|
| Survey Creation | Create survey form and questions |
| Workflow Setup | Configure Architect survey invite flow |
| Policy Configuration | Trigger surveys based on interaction criteria |
| Testing | Validate survey delivery |
| Monitoring | Review survey results and customer feedback |

---

# Workflow

```
Customer Interaction
        ↓
Interaction Ends
        ↓
Quality Policy Evaluates Interaction
        ↓
Survey Invite Flow Triggered
        ↓
Customer Receives Survey Link
        ↓
Customer Completes Survey
        ↓
Feedback Stored in Analytics
```

---

# Architecture Diagrams

## Survey Delivery Architecture

```
Customer Interaction
        ↓
Genesys Cloud Policy Engine
        ↓
Architect Survey Invite Flow
        ↓
Survey Form Delivery
        ↓
Customer Response
        ↓
Feedback Analytics
```

---

# Real Flow Scenarios

## Post Call Survey

```
Customer Call Ends
      ↓
Policy Matches Interaction
      ↓
Survey Invite Flow Triggered
      ↓
Customer Receives Email Survey
      ↓
Customer Submits Feedback
```

---

## Customer Experience Monitoring

```
Customer Chat Session Ends
      ↓
Survey Triggered
      ↓
Customer Rates Interaction
      ↓
Feedback Used for Performance Monitoring
```

---

# Usage Scenarios

| Scenario | Description |
|---|---|
| Post Interaction Survey | Collect CSAT after call/chat/email |
| Net Promoter Score | Measure customer loyalty |
| Service Quality Monitoring | Identify customer dissatisfaction |
| Product Feedback | Collect insights on services |
| Customer Experience Tracking | Monitor long-term service trends |

---

# Implementation Examples

| Survey Type | Example |
|---|---|
| CSAT Survey | Rate your support experience |
| NPS Survey | How likely are you to recommend our service |
| Product Feedback Survey | Rate product knowledge of agent |
| Customer Experience Survey | Rate overall interaction quality |

Example Survey Structure

| Question | Type |
|---|---|
| How satisfied are you with our service? | Range |
| Was your issue resolved? | Yes / No |
| What could we improve? | Free Text |

---

# Design Example

```
Customer Interaction
       ↓
Quality Policy Trigger
       ↓
Architect Survey Flow
       ↓
Survey Delivery
       ↓
Customer Response
       ↓
Analytics Dashboard
```

---

# Best Practices

| Practice | Reason |
|---|---|
| Keep surveys short | Improve completion rate |
| Limit number of questions | Avoid survey fatigue |
| Use NPS for loyalty tracking | Standard industry metric |
| Combine surveys with evaluations | Complete quality monitoring |
| Test survey flows before production | Ensure delivery reliability |

---

# Naming Convention

| Resource | Example |
|---|---|
| Survey Form | Post_Call_CSAT |
| Survey Policy | Inbound_Call_Survey_Policy |
| Survey Flow | Customer_Survey_Flow |

Naming Pattern:

```
<InteractionType>_<Purpose>_Survey
```

---

# Security Considerations

| Control | Description |
|---|---|
| Data Privacy | Protect customer responses |
| Access Permissions | Restrict survey editing rights |
| Data Retention | Define retention policies for feedback |
| Compliance | Ensure survey questions meet regulatory standards |

---

# Limitations / Constraints

| Constraint | Description |
|---|---|
| NPS Limit | Only one NPS question allowed per survey |
| Survey Trigger | Requires Architect survey invite flow |
| Policy Scope | Applies only to interactions after activation |
| Survey Delivery | Depends on valid customer contact information |

---

# Troubleshooting

| Issue | Cause | Resolution |
|---|---|---|
| Survey not sent | Policy not configured | Verify policy rules |
| Survey invite flow not triggered | Architect flow misconfiguration | Validate flow logic |
| Customer not receiving survey | Missing contact information | Verify customer email or messaging channel |
| Survey responses missing | Survey not published | Publish survey form |

---

# Interview Cheat Sheet

| Question | Answer |
|---|---|
| What is a Survey Form in Genesys Cloud? | A form used to collect customer feedback after interactions. |
| What is required to send surveys? | Survey form, survey invite flow in Architect, and a quality policy. |
| What question types are supported? | Multiple choice, Yes/No, Range, Free text, and NPS. |
| How many NPS questions can a survey have? | Only one per survey. |
| When are surveys triggered? | After interactions that match a policy. |

---

# Key Takeaways

| Topic | Summary |
|---|---|
| Survey Forms | Collect customer feedback after interactions |
| Architect Integration | Survey invite flows deliver surveys |
| Policies | Automate survey triggers |
| NPS | Measures customer loyalty |
| Customer Feedback | Provides insight into service quality |


# Screenshots
Create survey form
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/KtJ83dYZ49LbHz45-image-1773078667048.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/KtJ83dYZ49LbHz45-image-1773078667048.png)

Select Survey Language - Preview form on would allow you to preview form
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/uhNMvS4ClIh1zKBg-image-1773078688155.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/uhNMvS4ClIh1zKBg-image-1773078688155.png)

Publish to view on survey form
[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/xM06VabsoSdjKz8d-image-1773079003521.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/xM06VabsoSdjKz8d-image-1773079003521.png)
## Question Group Name

| Field | Description | Implementation Purpose | Example |
|---|---|---|---|
| Question Group Name | A label used to organize related survey questions into a logical section. | Helps structure surveys into categories such as service quality, agent behavior, or product feedback. | Customer Experience |

### How It Appears in the UI

When creating a survey form:

```
Survey Form Builder
      ↓
Add Question Group
      ↓
Enter Question Group Name
      ↓
Add Questions Within the Group
```

Example layout:

```
Survey Form: Post_Call_CSAT

Question Group: Customer Experience
    - How satisfied are you with the service?
    - Was your issue resolved?

Question Group: Agent Interaction
    - Was the agent professional?
    - Did the agent explain the solution clearly?
```

### Why Question Groups Are Important

| Benefit | Explanation |
|---|---|
| Improves survey readability | Customers understand sections of the survey |
| Organizes feedback categories | Helps separate customer experience from product feedback |
| Simplifies analytics | Enables grouping of related feedback metrics |

### Best Practices

| Practice | Reason |
|---|---|
| Use clear group names | Makes survey easier to interpret |
| Limit number of groups | Avoid overwhelming customers |
| Group related questions only | Maintain logical structure |

### Naming Examples

| Group Type | Example |
|---|---|
| Customer Experience | Customer_Satisfaction |
| Agent Performance | Agent_Interaction |
| Product Feedback | Product_Feedback |

### Key Implementation Tip

Keep group names **customer-friendly** if visible in the survey, and **short but descriptive** for reporting purposes.