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: __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 Select Survey Language - Preview form on would allow you to preview form Publish to view on survey form 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.