Phone Menu (IVR) Feedback
How callers experience your phone tree: option clarity, loops, and reaching a human.
4 questions · 1 page · about 1 minute to answer · fully editable after you start
Phone menus are designed in flowcharts and experienced in traffic, with a crying toddler, at the third attempt. This survey asks recent callers how the tree actually performed: whether the options matched their reason for calling, how many menus deep they went, whether they got looped, and how hard reaching a human felt when they needed one.
The none-of-the-options answers rewrite your menu labels; the tried-to-reach-human friction score decides whether your deflection is saving cost or exporting it to customer goodwill.
Template preview
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Page 1
Your recent call
This survey is about the automated phone menu you used when you called us. Tell us whether the options made sense and got you to the right place. It takes about 1 minute.
Q1.Did the menu options match your reason for calling?*
- Yes, clearly
- Roughly - I guessed
- No - none fit
Q2.How many menu levels did you go through?
- One
- Two
- Three or more
- I got looped back
Q3.If you wanted to speak to a person, how easy was it to reach one?
Q4.What were you calling about that our menu did not offer?
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