Hero image showing visuals about Aircall Survey

Aircall Surveys allows you to send after call surveys by SMS or email to measure customer satisfaction and team performance on the phone. This article explains the main use cases, key features, pricing, geographic availability, and common questions.

Use case and key features

Aircall Surveys lets Customer Service teams measure customer satisfaction and team performance on the phone via automated surveys.

Key features include:

  • Sending surveys after a call (SMS and email) to get customer feedback

  • Setting up survey automations to define rules for when and how to send surveys

  • NPS and CSAT results dashboard to track your call center performance

  • Individual survey results per customer to deep dive into customer feedback

  • Agent leaderboard to compare scores across Aircall teams and agents

  • Insight cards to view past results from a customer before the start of a call

  • CRM and Helpdesk integrations to log surveys and improve email deliverability

Sending surveys after a call (SMS and email)

Visual example of a question in the Aircall Survey

With Aircall Surveys you can:

  • Send CSAT, NPS, Star Rating, or Custom surveys

  • Customize survey content, look, and feel

  • Choose survey language

  • Define rules for when to send surveys

  • Get access to survey data and reporting

  • Allow customers to answer directly from their mobile phone

Setting up survey automations

Schema of the Aircall Survey setting process

You can configure automations to control when and how surveys are sent:

  • Send surveys via SMS or Email, with fallback to SMS if the email is unknown

  • Use popular automation conditions such as Aircall tags, users, duration, call direction, and more

  • Control survey frequency to avoid over surveying customers

Image showing example of survey volumes

NPS/CSAT results dashboard

The NPS and CSAT results dashboard helps standardize and analyze your survey performance:

  • Standardize survey format and sending parameters for accurate measurement

  • Drill down on results for a specific survey or customer answer

Image showing the survey dashboard with results

Overall survey results

You can:

  • View overall scores, agents, and scores and answers per response

  • Drill down on each customer response

Image showing overall survey results

Individual survey results

Individual results allow you to:

  • Access answers to questions, contact information, Aircall recording link, timestamps, and triage options

Agent leaderboard

The agent leaderboard lets you:

  • View scores by agents and team for performance evaluation

Image showing the agent leaderboard

Insight cards

Insight cards:

  • Display past survey answers from a client when they call back, to provide better context for agents

Visual example of an Aircall Survey insight card

CRM & Helpdesk integrations

Aircall Surveys can connect to:

  • Salesforce

  • HubSpot

  • Pipedrive

  • Zoho

  • Zendesk

  • Gorgias

  • Geckoboard

  • Zoho Analytics

You can:

  • Sync contacts for email survey delivery

  • Log survey results to the customer record or ticket

Pricing and billing

Aircall Surveys is sold and billed by Aircall, and support is provided by our partner.

Pricing varies by location due to messaging costs. The add on is billed monthly, per user:

  • USA: $7 per user per month

  • UK: £8 per user per month

  • Australia: A$15 per user per month

  • Europe: €10 per user per month

Features included:

  • NPS, CSAT, Star rating or custom survey types

  • SMS and Email surveys (up to 100 SMS surveys per agent per month)

  • NPS and CSAT dashboard and agent leaderboard

  • Customised look and feel

  • Automation rules based on call activity

  • View responses on Insight Cards

  • Data export

Image showing pricing for Aircall survey

Geographic restrictions

Aircall Surveys is currently available for the following countries' numbers:

Europe

  • Åland Islands
  • Albania
  • Andorra
  • Austria
  • Belgium
  • Bosnia and Herzegovina
  • Bulgaria
  • Croatia
  • Cyprus
  • Denmark
  • Estonia
  • Faroe Islands
  • Finland
  • France
  • Germany
  • Gibraltar
  • Greece
  • Guernsey
  • Holy See
  • Iceland
  • Ireland
  • Isle of Man
  • Italy
  • Jersey
  • Latvia
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • North Macedonia
  • Malta
  • Moldova (Republic of)
  • Monaco
  • Montenegro
  • Netherlands
  • Norway
  • Poland
  • Portugal
  • San Marino
  • Serbia
  • Slovakia
  • Slovenia
  • Spain
  • Svalbard and Jan Mayen
  • Sweden
  • Switzerland
  • Ukraine
  • United Kingdom of Great Britain and Northern Ireland

North America

  • US
  • Canada

APAC

  • Australia

Customers in other countries can receive email surveys.

Frequently asked questions

What is Aircall Surveys and its main use case?

Aircall Surveys is a tool that allows you to send after-call surveys to measure customer satisfaction and team performance on the phone. The main use case is for support directors and heads of CX/CS to monitor their team's performance and gauge customer satisfaction.

How can I send surveys after a call?

Aircall Surveys allows you to send surveys via SMS or email after a call. You can customize:

  • Survey type (CSAT, NPS, Star Rating, or Custom)

  • Content, look and feel

  • Language

  • Rules for when to send surveys

Customers can answer directly from their mobile phones.

How do I set up survey automations?

You can set up rules to trigger surveys based on Aircall tags, users, duration, call direction, and more. Control the survey frequency to ensure customers don't receive too many surveys.

How can I access NPS/CSAT results and overall survey results?

Aircall Surveys provides an NPS and CSAT results dashboard with standardized survey format and sending parameters. You can:

  • View overall scores

  • View agents, scores, and answers per response

  • Drill down on each customer response

What information is available in individual survey results?

Individual survey results include:

  • Answers to questions

  • Contact information

  • Aircall recording link

  • Timestamps

  • Triage options

Can I view agent performance using Aircall Surveys?

Yes, Aircall Surveys features an agent leaderboard that displays scores by agents & team, helping you evaluate your team's performance.

How do insight cards work?

Insight cards display past survey answers from a client when they call back, providing better context for your agents when handling returning customers.

What CRM & Helpdesk integrations are available with Aircall Surveys?

Aircall Surveys can be connected to Salesforce, HubSpot, Pipedrive, Zoho, Zendesk, Gorgias, Geckoboard, and Zoho Analytics for better contact syncing, email survey delivery, and logging survey results to customer records or tickets.

Are there any geographic restrictions for using Aircall Surveys?

Aircall Surveys is currently available for the numbers from the countries mentioned in the section Geographic restrictions. Customers in other countries can receive email surveys. Future expansion to other countries may be possible based on demand.

How do I get Aircall Surveys added to my current plan?

To get Aircall Surveys added to your current plan, please reach out to your Account Manager.

How can I get support for Aircall Surveys?

Aircall Surveys is sold by Aircall and supported by Postcall. For support, please contact ​​aircall@postcall.io