During hotline intake, reporting parties are given the option to opt-in to take a post-call survey through the IVR phone system. The first two questions are reflective of their experience with the call center associate, and the 3rd question is based around their organization and speaks to their confidence in their issue being followed up/resolved.
During the survey, reporting parties are asked to "Press 1 for Yes" or "Press 2 for No". The results are based on the caller selecting "Yes".
|Month||Did you feel that the agent was sensitive to your concern?||Did the call experience meet your expectations?||How confident are you that your concern will be addressed?|
Note: Surveys are only offered on calls for the following supported languages: