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end-of-call-survey-tutorial.md

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title Azure Communication Services End of Call Survey
titleSuffix An Azure Communication Services tutorial document
description Learn how to use the End of Call Survey to collect user feedback.
author amagginetti
ms.author amagginetti
manager mvivion
services azure-communication-services
ms.date 4/03/2023
ms.topic tutorial
ms.service azure-communication-services
ms.subservice calling
zone_pivot_groups acs-plat-web-ios-android-windows

Use the End of Call Survey to collect user feedback

This tutorial shows you how to use the Azure Communication Services End of Call Survey.

Prerequisites

::: zone pivot="platform-web" [!INCLUDE End of Call Survey for Web] ::: zone-end

::: zone pivot="platform-android" [!INCLUDE End of Call Survey for Android] ::: zone-end

::: zone pivot="platform-ios" [!INCLUDE End of Call Survey for iOS] ::: zone-end

::: zone pivot="platform-windows" [!INCLUDE End of Call Survey for Windows] ::: zone-end

Collect survey data

Important

You must enable a Diagnostic Setting in Azure Monitor to send the log data of your surveys to a Log Analytics workspace, Event Hubs, or an Azure storage account to receive and analyze your survey data. If you do not send survey data to one of these options your survey data will not be stored and will be lost. To enable these logs for your Communications Services, see: End of Call Survey Logs

View survey data with a Log Analytics workspace

You need to enable a Log Analytics Workspace to both store the log data of your surveys and access survey results. To enable these logs for your Communications Service, see: End of Call Survey Logs.

Best practices

Here are our recommended survey flows and suggested question prompts for consideration. Your development can use our recommendation or use customized question prompts and flows for your visual interface.

Question 1: How did the users perceive their overall call quality experience? We recommend you start the survey by only asking about the participants’ overall quality. If you separate the first and second questions, it helps to only collect responses to Audio, Video, and Screen Share issues if a survey participant indicates they experienced call quality issues.

  • Suggested prompt: “How was the call quality?”
  • API Question Values: Overall Call

Question 2: Did the user perceive any Audio, Video, or Screen Sharing issues in the call? If a survey participant responded to Question 1 with a score at or below the cutoff value for the overall call, then present the second question.

  • Suggested prompt: “What could have been better?”
  • API Question Values: Audio, Video, and Screenshare

Surveying Guidelines

  • Avoid survey burnout, don’t survey all call participants.
  • The order of your questions matters. We recommend you randomize the sequence of optional tags in Question 2 in case respondents focus most of their feedback on the first prompt they visually see.
  • Consider using surveys for separate Azure Communication Services Resources in controlled experiments to identify release impacts.

Next steps