Analyse customer satisfaction results with post-contact surveys using Amazon Connect tasks

Customer satisfaction (CSAT) is one of the most critical metrics for measuring customer perception after interacting with your contact center. CSAT post-call surveys are essential as a diagnostic tool for fine-tuning the experience and services provided in the contact center. They assess perceptions of the experience and help the organization understand the motivations and intentions of customers after the experience.
Amazon Connect is an omnichannel contact center offering voice, chat, and tasks. Amazon Connect tasks allow you to create activities and integrate them with external applications or services to prioritize, assign, and track agent tasks until they are completed. Using Amazon Connect Tasks can ensure customer issues are resolved quickly, increasing customer satisfaction.

This article teaches you how to set up a contact survey for your Amazon Connect contact center, assign a task with survey results to a supervisor queue, and administer surveys via a secure web application. Contact center managers can then identify customer issues in real time

The architecture and flow diagram of this solution shows the offering of a post-call survey to a customer and the sharing of the survey results via a task to a supervisor:

1. Amazon S3 stores and serves static frontend content via Amazon CloudFront and is limited by Amazon Cognito for user management
2. The required Contact Flow module is deployed in an Amazon Connect instance
3. Administrators use the web application to define contact surveys according to their needs
4. The configuration of the surveys is stored in Amazon DynamoDB
5. If required, the Contact Flow module is called for contact with the contact attribute set to identify the survey to be offered.
6. The Contact Flow module retrieves the survey configuration for the contact.
7. The contact receives the survey, and the survey is given
8. The results are stored in an Amazon DynamoDB table for the individual contact, and an Amazon Connect task is created if required

Post-contact surveys can be replayed reactively after a customer contact (inbound voice, outbound voice) or proactively in conjunction with the StartOutboundContact API.

The source code for this solution can be found on GitHub: Contact Surveys for Amazon Connect.

Prerequisites

For this article, you should have knowledge of or access to the following AWS services and features:

• AWS account with permissions to create and modify AWS Identity and Access Management (IAM) roles
• AWS Identity and Access Management (IAM)
• An existing Amazon Connect instance with at least one configured agent
• Amazon Lex
• Amazon S3
• Amazon DynamoDB
• Amazon API Gateway
• Amazon CloudFront
• Amazon Cognito
• AWS Lambda
• AWS CloudFormation

Configuring the solution

1. Click the 'Run Stack' button to deploy the solution to your preferred region. This will be the same region used to deploy your Amazon Connect instance.
2. Enter the required parameters:
- Stack name

- Email address for the first user of the solution

- ARN of the Amazon Connect instance you want to use with this solution

- Alias of the Amazon Connect instance you wish to use with this solution

- The Contact Flow ID to which the tasks created by this solution will be sent. Note: If you are unsure which Contact Flow to select for processing tasks generated by the solution, use the available ID of the sample inbound flow (first contact experience) by default in your Amazon Connect instance. Analyse customer satisfaction results with post-contact surveys using Amazon Connect tasks.

3. Select Next.
4. Continue with the stack creation steps and select Next.
4. Review the stack summary. Select "I acknowledge that AWS CloudFormation can create IAM resources".
5. Select Submit.
Note: The stack will take approximately 5 minutes to deploy. You will receive an email containing your username and temporary password.

7. Once the stack is deployed, note the AdminUser value and the application URL on the Output tab.

8. Navigate to the previously indicated URL from the Output tab. Log in to the application using the AdminUser you collected earlier and the password you received by email during the stack deployment.
9. Select Login.
Note: The first time you log in, you must change your password. 

10. If you look at the following screen, you will see that the solution has been successfully implemented.

Test your solution

The following examples will help you understand how to use the solution in typical cases.

An introductory post-contact survey, with a low score flagged for review
In this example, you will learn to implement an introductory post-contact survey that alerts a supervisor via an Amazon Connect task whenever a customer answers a question with a low score.

1. Create a new survey using Contact Surveys for Amazon Connect deployed with the solution: 
2. Add multiple questions to your survey
3. For one of these questions, select Additional Settings.
4. Select Flag for review and define the threshold: .
5. Any contact who enters a score lower than the threshold for this question will initiate a task in Amazon Connect. This task will be routed through the contact flow defined when deploying the solution.
6. Select Save.
7. Refresh the list and note the ID of the new survey.

Note: The ID of your survey will be different from the one in the screenshot.

8. In the Amazon Connect instance, create a new contact flow.
9. Import the sample survey disconnect flow.
10. Before publishing, ensure the Invoke module block points to the Contact Survey module available in your Amazon Connect instance.

 
11. Repeat the previous three steps to import the Simple Survey with Flag Flow. Don't publish it yet; you must first make some configuration changes.
12. Locate the Set Disconnect Flow block. Configure this block to set the disconnect flow according to the survey example disconnect flow you imported earlier. 

13. Find the Set Contact Attributes block. This block sets a single contactID SurveyId attribute.
14. Paste the survey ID (noted earlier) in the Value field of the survey's contactId attribute. 

Note: a static SurveyId setting will result in a static survey selection. Alternatively, you can also set this attribute dynamically based on, for example, the value stored in the contact attribute.

15. Select Save.

16. publish the workflow. Note: The contacts processed by this workflow will be placed in the BasicQueue and will be available in your Amazon Connect instance. Adjust the Set Work Queue block accordingly if you want to run the test with a different queue.

17. associate the contact flow of the simple survey example with any available DID for testing.

18. Call the number you have selected for testing. Ensure that you have an agent available in the queue to route the call to.

19. the agent must disconnect the call while the customer remains online. The customer will be directed to the survey.

20. the customer hears the survey's first question and must answer 3 (a score less than or equal to a predetermined threshold).

21. the customer enters any number between 0 and 5 for the second question.

22. As the customer gave a low score on the first question, a task was created for review by the supervisor. This task is processed by the contact flow defined during the implementation of the solution.

23. the supervisor receives the task and contains details of the interaction that was rated poorly.

Visualize your survey results

You can visualize the aggregated results of your survey using Contact Surveys for Amazon Connect.

1. Navigate to the URL you noted when deploying the solution and log in using the username and password you defined earlier.
2. To view your survey results, select your survey from the list, then select the Results tab:
3. The aggregated results for each question will be available in a pie chart. If required, they can be filtered by date range.

To export individual survey results, click Export to generate a csv file containing individual results for each survey offered to customers along with the contactId of the interaction.

Ordering

1. Go to CloudFormation and select the stack you created when deploying the solution.
2. Select Delete
3. If a new DID has been requested to test the solution, release the DID in Amazon Connect to avoid future charges

Requests

The post-call survey is one of the most critical metrics for measuring customer satisfaction (CSAT) in a contact center, as it gathers customer feedback immediately after interacting with the contact center. It is vital to present the post-call survey immediately after a customer interaction to capture the customer's impressions while they are still fresh. In addition, Amazon Tasks enables the post-call survey results to be presented to supervisors in real time so that immediate action can be taken on customer service. In this article, the authors presented a solution to create a survey after a phone call and be notified of adverse responses in near real-time. To find other AWS solutions to help you provide better customer service, subscribe to the following GitHub repositories today:

https://github.com/aws-samples/

https://github.com/amazon-connect