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IVR use case

Post-call feedback surveys on IVR

Ask callers to rate the call while it is still fresh, with one or two keypress questions, and catch unhappy customers before they complain elsewhere.

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  • Feedback while it is fresh
  • Scores tied to the recording
  • Unhappy callers recovered
Post-call feedback IVR asking the caller to rate the call from 1 to 5, with a rating of 4 selected

What is an IVR post-call feedback survey?

An IVR post-call feedback survey plays one or two short questions after the agent conversation ends, such as rating the call from 1 to 5 or saying whether the issue was resolved, and records the keypress. Scores are linked to the call, agent and recording, sent to the CRM by webhook, and low ratings can trigger a supervisor callback.

Updated

Why use IVR for post-call feedback?

Feedback while it is freshCustomers rate the call seconds after it ends, which gives far more honest answers than a survey sent days later.
Scores tied to the recordingA low score links to the call recording, so supervisors can hear exactly what went wrong.
Unhappy callers recoveredA rating of 1 or 2 can create a supervisor callback task before the customer posts a public review.

How do you set up post-call feedback with an IVR?

  1. The agent finishes the callThe caller moves to the survey instead of being disconnected; confirm this post-call step for your plan when you set up.
  2. One or two questions playRate the call from 1 to 5, and optionally press 1 if the issue was resolved.
  3. The keypress is capturedivr.input sends the score with the call ID, agent and caller number.
  4. Low scores trigger actionYour CRM or helpdesk creates a callback for ratings of 1 or 2 and reports scores by agent.

IVR prompt scripts for post-call feedback

Copy, edit and use these as a starting point.

One-question CSATInbound menu
Before you go, please rate your call with our executive today. Press 5 if you were very satisfied, down to 1 if you were very unhappy.
Resolution checkInbound menu
Was your problem solved on this call? Press 1 for yes. Press 2 for no. Thank you, your feedback helps us improve.
Low score follow-upCall routing
We are sorry your experience was not good. A supervisor will call you back within one working day. If you would like to speak to a supervisor now, press 0.

Record these prompts in your own voice or use text-to-speech in the MsgClub panel.

Which industries use IVR for post-call feedback?

Broadband, ISP and DTH providersHow do internet and DTH providers use IVR?See how
Insurance companies and agentsHow is IVR used in insurance?See how
Banks, NBFCs and lendersHow do NBFCs and lenders use IVR?See how
SaaS and subscription businessesHow do SaaS and subscription businesses use IVR?See how
Auto service centres and garagesHow can a car or bike workshop use an IVR?See how
Hospitals and diagnostic labsHow do hospitals use an IVR system?See how

What are the best practices for post-call feedback?

Do this
  • Ask no more than two questions, both answerable with one key
  • Tell callers at the start of the call that a short survey follows
  • Act on every 1 or 2 rating within one working day
  • Review low-score recordings with agents weekly, not just the scores
What to measure
  • Survey response rate after agent calls
  • Average score and share of 1 and 2 ratings by agent and team
  • Callback rate and repeat-call rate for low scores

Connect results to your CRM with the IVR API and webhooks. See how pricing works.

Questions about IVR post-call feedback

How long should an IVR feedback survey be?

One or two questions, under 15 seconds in total. A single 1 to 5 rating gets the most responses, and a yes or no resolution question adds useful detail. Longer surveys lose most callers after the first question.

How does the survey know which agent took the call?

The survey runs on the same call, so the keypress is captured with the call ID and the agent who answered. The ivr.input webhook carries both, letting your CRM or helpdesk report scores by agent and team.

What should happen when a caller gives a low rating?

Create a callback task for a supervisor, ideally within one working day, and link it to the call recording. Hearing the call first helps the supervisor understand the problem before calling the customer back.

Do customers actually respond to IVR surveys?

More often than to surveys sent later, because they are already on the line and only need one keypress. Response rates improve when the agent mentions the survey before transferring and when the question is short.

Can we survey customers after the call instead?

Yes. If you prefer not to transfer callers, send a short SMS or WhatsApp survey after call.completed, or use a voice broadcast keypress survey for larger post-service follow-ups. In-call surveys usually get faster, more honest answers.

Can AI voice agents collect richer feedback?

Yes. AI Voice agents can ask open questions, such as what could have gone better, and summarise the answers for your team. IVR keypress surveys are simpler and suit high-volume CSAT scoring on every call.

Related guides

IVR service provider in India: cloud IVRCloud IVR from MsgClub: toll-free or virtual numbers, multi-level menus, call routing, recording, masking, reports and webhooks to your CRM. No hardware.Read the guide Call recording for business in IndiaRecord IVR and business calls automatically, play or download them from the panel, link them to your CRM and train agents. Consent and DPDP practice explained.Read the guide

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