You can set up a survey that customers see to rate their last interaction with your contact center. After you create the survey form:

• For web surveys, set up the survey invite flow in Architect and create a policy.
• For voice surveys, set up a voice survey flow in Architect, and setup the post-flow action on an inbound call flow.

Create a customer survey form

1. Click Admin.
2. Under Quality, click Survey Forms.
3. Click Menu > Conversation Intelligence > Quality Management > Customer Surveys.
4. Click Create.
5. Select a Survey Language. Genesys Cloud translates the survey form editor and default survey text, such as Clear or characters remaining, to your chosen language. However, Genesys Cloud does not translate any text you add, such as questions or directions.
6. In [Survey name here], enter a name for your survey. Customers completing the form do not see the survey name.
7. In the Division list, select the division to associate with the evaluation form.
   
   Note: An survey form can belong to only one division. You can select only divisions for which you have the appropriate permissions. Survey forms created before division support was introduced are assigned to Unassigned.
8. (Optionally) To add a header to your survey, click add header. You can add information about your company, instructions, or images to the header. For more information about formatting the header, see Format the header and footer in a customer survey form.
9. Add question groups and questions to the survey form.
10. To preview how the survey appears to customers, click Preview off. 
11. To return to editing the survey, click Preview on.
12. To save the survey, click Save. You cannot save a survey if you did not select a language, if you did not enter a name for the survey, or if any questions or answer choices are blank. 
13. To publish the survey, click Publish. Every time you edit, save, and republish a survey, Genesys Cloud saves the edits as a new version of the survey. Genesys Cloud sends the newest version of a survey to customers.