Built for Amazon Connect · works with Genesys and others

Ask every customer how it went, and act on the answer the same day

SurveyCX runs a short survey after each call or chat, sends SMS and email invitations for the rest, and turns the answers into scores by agent, queue and driver. A low score opens a follow-up Task while the customer still remembers the call.

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Coming to AWS Marketplace. One CloudFormation launch into your own account. Latest version 0.1.0, October 11, 2026: First release.

SurveyCX results: CSAT, NPS and effort by agent, queue and driver, with a daily chart

Live in an afternoon

No new numbers to buy, no agents to retrain. SurveyCX uses the flows, streams and channels your Connect instance already has.

Subscribe and launch

Subscribe on AWS Marketplace. The registration page hands you a one-click CloudFormation launch into your own account.

Add the flow module

Import the generated flow module and set it as the disconnect flow. Voice callers hear the survey after the agent hangs up; chat customers answer in the chat.

Point contact records at it

One setting in Data streaming. Each finished contact is matched to its agent, and customers who did not get an in-channel survey receive an SMS or email link.

Build your survey

Edit the starter survey or add one per queue: ratings, NPS, effort, yes/no, multiple choice and free text, with a "tell us why" that only appears on a low score.

Everything a feedback programme needs, nothing it does not

Three screens, one survey engine, one price.

Survey builder

Six question types, up to ten questions, one survey per queue or contact attribute, sampling, and a skip rule so the open question appears only when it matters. Mark which questions count for the agent and which are about the company, so agent reports and Arena stay fair.

Same survey on voice, chat, SMS, email and web
Preview exactly what the customer sees
Low-score threshold per survey

The SurveyCX console with a survey open in the editor

Results by agent, queue, driver and period

CSAT, NPS and effort with a completion funnel per channel, a daily chart, every response with its comment, and CSV export. Agents can sign in and see their own feedback; supervisors see everyone's.

Headline sentence against the previous period
Open any response, jump to the contact in Connect
Prints cleanly

Closed loop

A low score opens an Amazon Connect Task with the answers, the comment and a link to the contact, routed to the queue you choose. The scores are written back onto the contact as attributes, an event goes to EventBridge for Slack, your CRM or your warehouse, and Arena receives the agent's score.

Respectful by default

Surveys only work when customers do not feel pestered. The rules are built in, not bolted on.

Frequency cap and send window

One invitation per customer per 30 days by default, sent only inside your daytime window, at most one reminder.

STOP means stop

A STOP reply or the link at the bottom of the survey opts the customer out for good. Phone numbers and emails are stored hashed.

Runs in your account

One CloudFormation stack. Answers never leave your AWS account. We see one number a day: how many responses completed, for billing.

Retention and deletion

Responses expire after the retention you set. Delete everything about a customer or a contact from the console.

Pay per answer

Billed through AWS Marketplace on your existing AWS bill. No seats, no minimum, no charge for surveys nobody answered.

$0.10 per completed response

A centre collecting 5,000 responses a month pays about $500. Offered or unanswered surveys cost nothing.

30-day free trial: up to 500 completed responses a day at no charge
Every channel, every survey, unlimited supervisors and agents
Updates included; see the release notes
Email support with a one-business-day response

Ask for early access

What else does it cost?: The stack's own AWS resources at normal rates, a few dollars a month, plus SMS and email at AWS's per-message prices.
Does it work with Genesys or other platforms?: Yes. Any platform or middleware can report finished contacts through the ingest endpoint and SurveyCX sends the invitations and hosts the survey; answers collected elsewhere can be posted in too. See other platforms.
Does it feed Arena?: Each agent-attributable score goes to Arena for Amazon Connect as a survey score, through its ingest endpoint or the contact attribute Arena already reads.
Where does our data go?: Nowhere. SurveyCX runs in your AWS account. See security and data.

Questions people ask

How is the survey offered on a call?

Through a flow module in the disconnect flow: when the agent hangs up and the customer is still on the line, the survey plays and the customer answers on the keypad. No transfer, no second call.

What about chat?

The same module runs in chat: the questions are sent as messages and the customer replies with a number, or types a comment for the open question.

Can customers leave a spoken comment on the IVR?

Not yet. Free-text questions are skipped on voice and asked on every other channel. Spoken comments with transcription are on the roadmap.

Can we use our own identity provider?

Yes. Federate it to the user pool the stack creates, or launch with your provider's issuer and audience.

Is the web survey accessible?

It is built to WCAG 2.1 AA: keyboard operable, labelled controls, visible focus, no colour-only meaning, and no grid questions.