# Post-call survey: how to measure phone service quality

A keypad survey after the conversation, an alert to the manager about a bad rating and employee notes without the CRM: the “After the call” branches.

Section: Telephony · Updated: 2026-11-03 · http://my.lptracker.ru/land/lk/faq/?a=call-rating-after-call&lang=en

> **In short:** A post-call survey in your account is a voice menu right after the conversation: the client presses a digit, and the scheme writes the rating to the lead or calls in a manager. It's set up in “Incoming settings”: the “Employees” block has the “After the call, for the client” and “After the call, for the employee” branches.

A post-call survey replaces the usual way of checking phone service quality — random listening to recordings. A manager manages to listen to a couple of calls a day, while an unhappy client quietly goes to a competitor. A short survey right after the call reveals the problem the same day, while the client can still be won back.

The “After the call” branch is a continuation of the scheme that runs when the conversation is over but one of the parties is still on the line. In it, you can ask the client a question and take the answer by keypad, or give the manager a menu for notes on the lead.

Watch the two-minute video, and below you'll find step-by-step setup of the survey and the manager's menu.

[Video: Post-call survey: how to measure phone service quality](http://my.lptracker.ru/land/n/multic/faq_media.php?f=2026-11/call-rating-after-call-en-6ec1be.mp4)
- 0:03 Post-call survey
- 0:15 Two branches
- 0:28 Rating field
- 0:40 Client survey
- 0:53 Saving the rating
- 1:04 Manager alert
- 1:18 Manager's menu
- 1:31 Summary

## Why businesses need it

- Clinic and salon: a patient rates the conversation with the receptionist, and with a bad rating the manager gets a message with the client's number and a link to the call recording.
- Service and delivery: the client says right away whether the issue is solved, and unsolved requests are visible in the CRM by the rating field.
- Field managers: after a call from a mobile, they set the “Call back” step with a phone key, without a computer.
- Sales team: a manager sends the client an email or SMS with a link to a commercial proposal with one key.

> A chain of three dental clinics in Perm. Before: the manager learned about rude receptionists from reviews on maps, weeks later. What we did: after the conversation, the client hears “Rate the call: press 5 if you liked everything, 1 if not”, the rating is written to the “Call rating” field, and a rating of one sends the manager a Telegram notification with a link to the recording. Result: unhappy clients get a call back the same day, and ratings for each receptionist are visible in the CRM.

## How the after-call branches work

The branches exist in the “Call employees / create a lead” block when it calls employees. Which one runs depends on who hung up first:

- “After the call, for the client” — if the employee hung up first: the client stays on the line and hears the menu;
- “After the call, for the employee” — if the client hung up first: the employee stays on the line;
- “The client hung up” — if the client didn't wait for an answer: this is where an SMS “We'll call you back” goes.

In the after-call branches, you can place “IVR menu: digits” or “IVR menu: words”, “Play / send a message”, “Lead editing”, “Condition”, “Launch an autofunnel” and other “Employees” blocks. In the “Do not call, only create a lead” mode, these branches don't exist. How the voice menu itself works is covered in the article [IVR phone menu](http://my.lptracker.ru/land/lk/faq/?a=inbound-scheme-ivr&format=md&lang=en).

![Post-call survey: the after-call branches](http://my.lptracker.ru/land/n/multic/faq_media.php?f=2026-11/call-rating-after-call-1-en-0d25c8.webp)

## How to set up a post-call survey for clients

1. **Create a rating field** — In “Set Client card”, add a “Category” block, name it “Call rating” and enter values, for example from “1” to “5”. Details are in the article [custom fields in CRM](http://my.lptracker.ru/land/lk/faq/?a=crm-card-fields&format=md&lang=en).
2. **Open the scheme** — “Incoming settings” → “Incoming call” → the “Employees” block.
3. **Add a menu** — “+” on the “After the call, for the client” branch → “IVR menu: digits”. In “Message before the menu”, choose “Play a robot text” and type a question, for example: “Rate the call: press 5 if you liked everything, 1 if not”.
4. **Fill in the buttons** — Add a branch for each digit and put “Lead editing” in it → the “Call rating” field → the right value.
5. **Alert the manager** — In the bad-rating branch, after “Lead editing”, add “Play / send a message”: “Notify an employee via Telegram” or SMS → “Send to an employee” → “A list of employees”. With “insert a field”, add “Name”, “Phone” and “Last call recording”.
6. **Save and test** — “Save” → “Settings applied”. Call the company number and take the survey yourself.

## How a manager marks the call result by phone keypad

The “After the call, for the employee” branch gives the manager a menu once the client has hung up. It's handy for people who work from a mobile without a computer: the result of the conversation lands in the CRM while the manager still remembers the details. An example of an “IVR menu: digits” for the manager:

- button 1 — call back: “Lead editing” → “Funnel stage” “Call back” with a date in two hours;
- button 2 — send a proposal: “Play / send a message” → an email or SMS to the client with a link to the commercial proposal;
- button 3 — important client: “Launch an autofunnel” that will remind you about the client or connect them with a manager.

The “New lead” and “Payment” steps and rejection steps can't be selected in “Lead editing”. For a refusal, create your own step, for example “Not interested”.

One more button is “need help”. In “Set Client card”, create a “Question not resolved” category field with the “Help needed” value and set it with “Lead editing” in the button's branch. A manager who couldn't resolve the issue presses the digit, and the supervisor finds such leads every day with a filter on this field. And an autofunnel with this field in its “Launch conditions” will connect the client with a senior specialist on its own using the “Connect an employee and the client” block.

![Lead status from the phone keypad after a call](http://my.lptracker.ru/land/n/multic/faq_media.php?f=2026-11/call-rating-after-call-2-en-c46437.webp)

## What to keep in mind for the survey to work

- The client hears the survey only if the manager ends the conversation first. Agree with the team that the manager hangs up — after the phrase “Please rate our conversation”.
- The employee's menu runs when the client hangs up first. Only one of the two branches runs in a single conversation.
- Buttons are pressed in tone mode: DTMF must work in the SIP app, as described in the article [SIP phone setup](http://my.lptracker.ru/land/lk/faq/?a=softphone-sip&format=md&lang=en).
- Keep the menu short: one phrase and two or three buttons, otherwise the client hangs up before choosing.

Bad ratings are easiest to review through recordings: listen to the conversation in the same log that keeps your [sales call recordings](http://my.lptracker.ru/land/lk/faq/?a=call-details&format=md&lang=en) and discuss it with the receptionist.

## Frequently asked questions

### How do I set up a post-call survey?
In the “Employees” block, put an “IVR menu: digits” block that asks to rate the conversation into the “After the call, for the client” branch. In the button branches, add “Lead editing” with the rating field and a message to the manager.

### Why doesn't the client hear the survey after the call?
They hung up first, so the employee's branch ran. The survey plays only if the manager ended the conversation first.

### How do I see all bad ratings?
Filter the lead list by the “Call rating” field. You can listen to each client's conversation in “Call details”.

### Can I send a client a proposal after a call with one key?
Yes, put a menu in the “After the call, for the employee” branch, and in the button branch use “Play / send a message” with an email or SMS to the client. Put a link to the proposal in the text.

### Why does the “Employees” block have no after-call branches?
The block works in the “Do not call, only create a lead” mode. Choose another “How to dial the employees” option, and the branches will appear.

**Read also:** [IVR phone menu: “press 1” and choosing a department by voice](http://my.lptracker.ru/land/lk/faq/?a=inbound-scheme-ivr&format=md&lang=en), [Custom fields in CRM: how to add your own client data](http://my.lptracker.ru/land/lk/faq/?a=crm-card-fields&format=md&lang=en), [Sales call recordings and missed calls: where to find them](http://my.lptracker.ru/land/lk/faq/?a=call-details&format=md&lang=en)