Mastering iceSurvey: Enhancing Customer Feedback with Actionable Insights

On January 22nd, ComputerTalk hosted our latest Slice of ice webinar on iceSurvey, our built-in survey tool designed to capture valuable customer feedback. During this session, our Training & Documentation Specialist, Diane Vasquez, walked attendees through the features, setup, and best practices for using iceSurvey effectively.

Click here to watch the full webinar recording or read on for a quick recap! 

What is iceSurvey? 

iceSurvey is a tool within iceManager that allows organizations to collect feedback from customers via phone, email, or web-based surveys. This helps businesses evaluate customer satisfaction, agent performance, and service quality in real time. 

Benefits of using iceSurvey 

• Improve customer experience: Gain insights into customer satisfaction and identify areas for improvement. 
• Measure agent performance: Assess service quality and refine agent training. 
• Optimize operations: Identify trends and adjust processes accordingly. 
• Increase engagement: Provide customers with a seamless way to share feedback. 
• Enable data-driven decision-making: Use analytics and reports to refine your service strategy. 

How to Access iceSurvey 

To access iceSurvey, follow these steps: 

1. Log into iceManager and click on the Survey tab at the top. 
2. Ensure you have the correct permissions to access iceSurvey. 
3. Navigate to the Surveys page, where you can create, edit, or manage surveys. 

Permissions Settings for iceSurvey: 

• Supervisors: Can view and manage surveys for their assigned teams. 
• Administrators: Have full access to create, modify, and delete surveys. 

How to Create a Survey 

To create a survey in iceSurvey, follow these steps: 

1. Click the "Add" button on the Surveys page. 
2. Select the survey language (English, French, etc.). 
3. Name your survey for easy identification (For example, “Customer satisfaction”, “Product feedback”, etc.). 
4. Choose the survey format (Voice, Web, or Email). 
5. Add categories and questions: 
   • Choose from the following: multiple-choice, rating scales, true/false, or open-ended questions. 
   • Enable text-to-speech or upload pre-recorded audio. 
6. Save the survey to confirm its settings. 

💡 Pro Tip: Organize your questions into categories like Customer Service, Billing, or Technical Support for better data segmentation. 

How to Set Up a Survey Run 

A survey run defines when and how a survey is presented to customers. To configure a survey run: 

1. Go to the Survey Runs tab and click "Add". 
2. Assign a survey to the run. 
3. Choose the start and end dates for the survey. 
4. Set the run state (Draft, Active, Suspended, or Completed). 
5. Configure presentation rules (For example, you may configure a survey to be offered only to customers who call the support queue, within business hours, and only 50% of those calls will receive a survey invitation). 
6. Define who receives the survey (based on queues, call types, or schedules). 
7. Adjust survey callback settings for voice surveys. 
8. Save the run and activate it when ready. 

How to Manage Audio Files for Surveys 

For voice-based surveys, you can either: 

• Use Text-to-Speech (TTS) for automated prompts. 
• Upload or record custom audio files for personalized survey prompts. 

To add an audio file: 

1. Go to the Audio Files section. 
2. Click "Add" and upload an existing file or record a new one. 
3. Assign the audio file to the corresponding survey question. 

How to Review Survey Responses in iceManager 

Survey results can be accessed through iceJournal by filtering for survey-related interactions. 

📊 Key Metrics You Can Track: 

• Individual survey responses 
• Scores and ratings from customers 
• Completion rates and response trends 

How to Generate Survey Reports 

iceReporting provides detailed reports to analyze customer feedback and trends. 

Key Reports Available in iceReporting: 

• Survey Run Detail Report: View question-by-question responses. 
• Survey Run Summary Report: Get an overview of survey results. 
• Survey Response Data Report: Summarize survey response states. 
• Survey Run Summary by User: Compare survey results across different agents or departments. 

💡 Pro Tip: You can schedule automated reports to receive insights daily, weekly, or monthly. 

Tips for iceSurvey 

1. Use simple and clear questions to ensure accurate responses. 
   • Avoid leading questions or overly technical jargon. 
2. Keep surveys short (under 5 minutes) to maximize completion rates. 
   • Limit surveys to 5–7 questions to maintain high response rates.  
3. Use survey reports to track performance and identify areas for improvement. 
   • Monitor survey response trends, agent scores, and customer satisfaction levels.  
   • Use historical survey data and responses to identify areas for improvement. 
4. Leverage A/B testing for different survey formats to determine the most effective method of collecting feedback. 
   • Compare email vs. web vs. voice surveys to determine the best-performing channel.  
   • Adjust the timing of survey distribution (e.g., immediately after a call vs. end-of-day follow-up) 

Summary  

At ComputerTalk, we strive to help you maximize the potential of your ice Contact Center. iceSurvey is a powerful tool that helps organizations collect valuable feedback, enhance customer experience, and improve operational efficiency.  

📢 Want to learn more about iceSurvey? Click here to discover how surveys can transform your contact center.