Tip #36- How to use Survey in Zoho Assist to capture valuable feedback from remote sessions- 'Insider Insights'

The survey feature allows technicians and customers to share their valuable feedback, contributing to the improvement of remote service quality. After the completion of a remote session, technicians and customers are prompted to fill out a survey form, which offers perspectives on the remote assistance experience. These responses can be compiled into survey reports for detailed analysis at a later stage.

Creating a Survey in Zoho Assist

Navigate to Settings > General > Survey.

From there, you can choose the type of survey you want to create—either a Customer Survey or a Technician Survey. 

You can choose from two types of surveys:

• Customer Survey – displayed to the end user

• Technician Survey – displayed to the technician after a session 
  

Here’s how collecting feedback through surveys can make a meaningful impact on your remote support operations:

Technician Survey – Key Benefits  

Encourages frontline feedback: Technicians can share their experience immediately after the session which gives the managers real-world insights from those handling issues first-hand.
Identifies technical challenges: Technician responses often reveal recurring obstacles, patterns and limitations in tools.
Customer-centric strategy refinement: Technician insights can reveal patterns that affect customer satisfaction, enabling teams to adapt and improve support strategies accordingly.
Supports performance evaluation: Feedback collected through surveys provides a consistent metric to assess technician performance, helping guide decisions on recognition, rewards, and development.

Customer Survey – Key Benefits  

Captures the real customer experience: Customers provide insights into how helpful, clear, and timely the support session was.
Reveals service gaps: Negative or neutral feedback can point to specific pain points, whether it’s long wait times, confusing communication, or unresolved issues.
Drives continuous improvement: Analyzing customer feedback helps you identify which support strategies are working and where improvements are needed.
Builds trust and accountability: A consistent feedback loop reinforces transparency and makes customers feel heard.

Start collecting valuable feedback today to improve your remote support experience continuously and deliver better service with every session.

If you need help setting up surveys or have any questions, feel free to reach out to us at support@zohoassist.com — we’re here to hel

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