Smart Survey – Post-Call Customer Feedback & Satisfaction Management

Assessment & Deployment Duration: Typically 1–3 weeks depending on survey design requirements and customer environment readiness.

Overview: Smart Survey is a customer feedback and satisfaction measurement solution designed for Amazon Connect contact centers. The solution enables organizations to collect customer feedback immediately after customer interactions, providing valuable insights into customer satisfaction, service quality, and operational performance.

Through a simple and intuitive survey experience, customers are invited to answer five standardized rating questions using a 1-to-5 scale and are provided the option to submit additional comments through an open-ended feedback section. This approach allows organizations to capture both quantitative performance metrics and qualitative customer insights.

Smart Survey helps supervisors, business leaders, and customer experience teams continuously monitor service quality, identify service gaps, measure customer satisfaction levels, and drive improvement initiatives based on direct customer feedback. By integrating seamlessly with Amazon Connect, the solution delivers a frictionless and automated post-call survey experience while providing actionable insights that support continuous service excellence.

Key Features:

1. Automated Post-Call Surveys

• Automatically initiates surveys immediately after customer interactions.
• Captures feedback while the experience is still fresh.
• Increases response relevance and accuracy.

2. Standardized Customer Satisfaction Ratings

• Five structured rating questions using a 1-to-5 scale.
• Consistent measurement framework across all interactions.
• Simplifies KPI and performance tracking.

3. Open-Ended Customer Feedback

• Allows customers to provide detailed comments and suggestions.
• Captures valuable customer insights beyond numerical ratings.
• Identifies pain points and service improvement opportunities.

4. Real-Time Customer Insights

• Immediate visibility into customer satisfaction levels.
• Enables proactive response to service concerns.
• Supports faster decision-making and service improvements.

5. Seamless Amazon Connect Integration

• Embedded directly into Amazon Connect contact flows.
• Automated survey execution with minimal operational effort.
• Easy deployment and management.

6. Agent Performance Measurement

• Links customer feedback to agent interactions.
• Helps identify coaching and development opportunities.
• Supports recognition of high-performing agents.

7. Customer Experience Analytics

• Monitor satisfaction trends over time.
• Identify recurring issues affecting customer experience.
• Measure the effectiveness of service improvement initiatives.

8. Reporting & Dashboarding

• Survey response analytics and reporting.

• Customer satisfaction trend tracking.

• Agent and team performance insights.

• Leadership dashboards and KPI visibility

Benefits:

• Capture customer feedback immediately following interactions.
• Improve visibility into customer satisfaction and service quality.
• Gain actionable insights directly from customer experiences.
• Identify operational improvement opportunities faster.
• Support data-driven coaching and agent development.
• Strengthen customer trust by actively listening to feedback.
• Improve customer loyalty through continuous service improvement.
• Enhance contact center performance through real-time feedback insights.

Expected Outcomes:

• Increased visibility into customer satisfaction levels.

• Improved customer experience and service quality.

• Enhanced agent coaching and performance management.

• Faster identification of service gaps and customer concerns.

• Increased customer loyalty and trust.

• Better operational decision-making through customer feedback insights.

• Improved customer satisfaction metrics and KPIs.

• Continuous improvement driven by real-time customer sentiment.

Key AWS Resources Used

• Amazon Connect
• AWS Lambda
• Amazon DynamoDB
• Amazon S3
• Amazon CloudWatch
• Amazon Simple Notification Service (SNS)
• AWS Identity and Access Management (IAM)