Displaying end-of-call experience feedback survey

Account owners and admins can enable or disable the option to display an end-of-call experience feedback survey. When this setting is enabled, thumbs up or thumbs down survey will be displayed at the end of each call. If participants respond with a thumbs down, they can provide additional information about what went wrong.

Admins can also access these survey results in their Zoom Phone Dashboard and account reporting.

This article covers:

• How to enable or disable user end-of-call experience feedback survey
  • Account
• How to access user end-of-call experience feedback survey results in reporting

Prerequisites for enabling or disabling user end-of-call experience feedback survey

• Pro, Business, or Education account
• Account owner or admin privileges
• Zoom Phone license
• Zoom Phone Power Pack add-on

How to enable or disable user end-of-call experience feedback survey

Account

To enable or disable Display end-of-call experience feedback survey for all users in the account:

1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
2. In the navigation menu, click Account Management then Account Settings.
3. Click the Zoom Phone tab.
4. Under General, click the Display end-of-call experience feedback survey toggle to enable or disable it.
5. If a verification dialog appears, click Enable or Disable to verify the change.
6. Under Choose when to display feedback survey, select one of the following options:
   • Display for every call
   • Display when call quality issues are detected: After selecting this option, configure the Choose which call quality issues settings:
     Note: You can select one or both of the options.
     
     • MOS Score Between: Set the MOS score values.
     • Call Duration Between: Set the call duration values.
7. Click Save.
8. (Optional) To prevent all users in your account from changing this setting, click the lock icon , and then click Lock to confirm the setting.

How to access user end-of-call experience feedback survey results in reporting

Account owners and admins can access the end-of-call experience feedback survey results in the Zoom Phone Dashboard and reporting in the Zoom Phone quality of service dashboard. Learn more about viewing the Zoom Phone quality of service dashboard.