Voice broadcast use case

Voice survey calls for customer feedback

Ask one to three questions after a visit, delivery or service, and let customers answer on the keypad. Low scores reach your team the same day.

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Feedback from people who skip forms
Structured answers you can count
Unhappy customers caught early

Voice broadcast keypress survey asking a customer to rate an AC repair technician from 1 to 5, customer pressing 4

What is a voice broadcast survey call?

A voice broadcast survey call is an automated outbound call that asks a customer one to three short questions after a purchase, visit or service, and records the answers as keypresses, such as press 1 to 5 to rate the service. Each answer is saved against the phone number, and low scores can trigger a callback from your team.

Updated 15 Nov 2026

Why use voice broadcast for feedback and IVR surveys?

Feedback from people who skip formsCustomers who would never open a survey link will press a number on a call that takes 30 seconds.

Structured answers you can countEvery response is a digit, so scores roll up by branch, technician or product without anyone reading free text.

Unhappy customers caught earlyA score of 1 or 2 can create a callback task the same day, before the complaint appears in a review.

How do you set up feedback and IVR surveys with voice broadcast?

Pick the momentA day after delivery, a few hours after a service visit, or at the end of a course or trip.
Ask one clear questionRate the service from 1 to 5, with 5 meaning excellent, stated before the customer presses.
Capture each keypressAnswers arrive as ivr.input webhooks with the question, digit and your reference number.
Act on low scoresYour CRM opens a follow-up for any 1 or 2, and weekly averages go to branch managers.

Call scripts for feedback and IVR surveys

Copy, edit and use these as a starting point.

Single ratingKeypress survey

Hello {name}, this is {business}. Thank you for visiting our {branch} branch yesterday. We would like to know how we did. On a scale of 1 to 5, where 1 is very poor and 5 is excellent, how would you rate your experience? Please press a number from 1 to 5 now.

Two-question service surveyKeypress survey

Hello, this is {company} calling about your recent service request. First, was the problem fixed? Press 1 for yes or 2 for no. Next, please rate the technician's behaviour from 1 to 5, where 5 is excellent. Thank you for your time. If you would like a call from our manager, press 9.

Would you recommendKeypress survey

Hello {name}, this is {business}. One quick question about your recent purchase. How likely are you to recommend us to a friend or family member? Press 1 if very likely, 2 if maybe, or 3 if not likely. If you would like to share a complaint, press 9 and we will call you.

Record the script or use text-to-speech. Keep calls under 30 seconds where you can.

Which industries use voice broadcast for feedback and IVR surveys?

Restaurants and cloud kitchensShould restaurants use voice broadcast?See how

Physiotherapy clinicsHow do physiotherapy clinics use voice broadcast?See how

Travel agencies and tour operatorsHow do tour operators use voice broadcast?See how

Retail storesHow do retail stores use voice broadcast?See how

Small and medium businessesHow can a small business use voice broadcast?See how

Property management and housing societiesHow do housing societies use voice broadcast?See how

What are the best practices for feedback and IVR surveys?

Do this

Ask one question, and never more than three, in a single call
Explain the scale before asking for the keypress
Use single-digit scales such as 1 to 5; a 0 to 10 scale breaks on the keypad because 10 needs two digits
Call within a day of the experience, and always give a key for speaking to a person

What to measure

Completion rate: answered calls where the customer pressed a valid key
Average score by branch, product or staff member
Time to call back customers who gave a 1 or 2

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

Questions about voice broadcast feedback and IVR surveys

How many questions can a voice survey ask?

Technically several, but keep it to one to three. Each extra question loses listeners, and a long survey uses more pulses. One rating question with an option to request a callback gives the best balance of completion and useful data.

Can I run an NPS survey by keypress?

Not in the standard 0 to 10 form, because 10 needs two keys and listeners get confused. Use a 1 to 5 scale or a three-option question such as very likely, maybe, not likely, and keep your reporting consistent with that scale.

Can customers leave spoken comments in the survey?

Voice broadcast records keypresses only. Offer press 9 for a callback if the customer wants to explain. For open-ended feedback captured in conversation, MsgClub AI Voice can ask follow-up questions and summarise the answers.

Is a feedback call promotional?

A short survey about a service the customer used is generally treated as service communication. If the call adds an offer or invites a new purchase, it becomes promotional and must follow consent, DND and 10 am to 9 pm rules.

When should a feedback call be sent?

Soon after the experience, while it is fresh: a few hours after a service visit, the day after delivery or checkout, or at the end of a course. Avoid early mornings and late evenings, and do not call the same customer for surveys every week.

How do survey answers reach my CRM?

Each keypress is posted as an ivr.input webhook with the digit, your label and the reference you passed when starting the call. Your CRM can store the score on the customer or ticket and open a follow-up for low ratings.

More Voice broadcast use cases

Same job on other channels

SMS: feedback and IVR surveys WhatsApp: feedback and IVR surveys RCS: feedback and IVR surveys

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