Customer survey call script: what to ask and what to do with the answers
Sado AI team · · 4 min read
In short
A survey call script has three parts: ask permission (“Have you got two minutes?”), ask 3–5 short questions, and say thank you. Avoid leading questions: not “Did you like it?” but “How would you rate it from 1 to 5?”. One score question, one or two choice questions and one open question are enough. If the score is low, ask why, don’t argue, and say when a manager will call. Don’t sell anything in a survey. Record answers in the same fields every time so you can compare weeks.
The survey script in 4 steps
- Who and why: “Assalomu alaykum, this is Malika from Ozoda Servis. We cleaned your home yesterday and would like your opinion.”
- Permission: “Have you got two minutes?” If not, ask for a better time and call back then.
- 3–5 questions, each short. Listen to the answer, don’t argue and don’t add your own comments.
- Thanks and the next step: “Thank you for your opinion, I’ll pass it on to management.” If the score is low, say when a manager will call.
Types of question
| Type | Example | What it gives you |
|---|---|---|
| Score | “How would you rate it from 1 to 5?” | Easy to compare weeks |
| Yes / no | “Did the cleaner arrive at the agreed time?” | Pinpoints a specific problem |
| Choice | “How did you find us: Instagram, friends or somewhere else?” | Easy to count |
| Open | “What should we improve?” | Tells you what you hadn’t thought of |
| Recommendation | “Would you recommend us to friends?” | Shows whether they’ll come back |
Three to five questions are enough for one call. Keep one open question, at the end.
Avoid leading questions
| Bad question | Good question |
|---|---|
| “You liked our service, didn’t you?” | “How would you rate our service from 1 to 5?” |
| “Was the cleaner polite and quick?” | Two questions: “Was the cleaner polite?” and “Was the job finished on time?” |
| “Our prices are low, right?” | “Was the price what you expected?” |
Ask about two things in one question and the customer answers one of them — and you don’t know which.
Sample: a survey after a cleaning job
Sado: Assalomu alaykum, this is Malika from Ozoda Servis. We cleaned your home yesterday. Have you got two minutes for a couple of questions?
Caller: Yes, go ahead.
Sado: Thank you. How would you rate the work from 1 to 5?
Caller: Four. All good, except a stain left in the bathroom.
Sado: I see, a stain was left in the bathroom. Did the cleaner arrive at the agreed time?
Caller: Yes, right on time.
Sado: Good. Our manager will call you about the bathroom today by six. Thank you very much for your feedback!
The operator didn’t argue about the stain or promise a free re-clean on its own: it noted the problem and said when the manager would call.
What to do with the answers
- Record every answer in the same fields: score, yes or no, comment. Free text can’t be compared week to week.
- For a score of 1–3, give a manager a task that day and call the customer back at the time you named.
- Each week, look at the average score and the most repeated comment. One customer’s words are an opinion; ten customers’ words are a problem.
- Tell the customer what changed: “After your feedback we bought a special cleaner for bathrooms.” They’ll answer the next survey more gladly.
Running the survey with auto-calls
With Sado auto-calls you upload a customer list and pick the “Survey” goal. The AI operator asks each customer for permission, asks the questions and records the answers in the fields you set: score, yes or no, comment. Answers show in the portal and download to Excel. Only your own customers are called, and people who say “don’t call” aren’t called again.
For example, 50 two-minute surveys a day: 100 minutes × 800 = 80,000 so‘m. Unanswered calls cost nothing. Other questions: FAQ. Try it live or call 78 778 01 23.
Questions
How long should a survey call be?
Two or three minutes. Any longer and the customer answers the last questions without thinking. If you need more, split the questions into two separate surveys.
Can we offer a promotion at the end of the survey?
Better not. The customer gave time for feedback; switch to selling and next time they won’t believe “two minutes”. Make offers in a separate call.
When should we call after the service?
Within 1–3 days, while the customer still remembers. For example, the day after a cleaning job or the day after an order is delivered.