What was the last thing you tried to do in the app?
S
Mobile Banking Survey
Evaluator agent · 1.5K uses
Evaluator Agent
Branch Visit Experience Feedback
Friendly staff and a wasted trip is still a wasted trip. People go into a branch because something could not be done another way, which means the visit either solved it or wasted a trip. Most branch surveys measure how the staff came across and never ask whether the customer left with what they came for. This conversation does.
First-visit resolution lifted
Wasted trips reduced
Task-level failure rates visible
Used 1,061+ times
What's inside this template
Start from this conversation and adapt it to your team — change any question, add your own logic, and connect the tools you already use.
Information it collects
What they came in to doWhether it was resolvedHow long the visit tookHow many staff they dealt withWhat happened next where it was unresolvedWhether they had to return
Questions it always asks
The core fields every response captures.
Always ask what they came in for and whether it got resolved
Ask how long the whole visit took
How it adapts
Follow-ups that change based on what people say.
If it was not resolved, ask what happened next and whether they had to return
If they were passed between staff, ask how many people and whether they repeated themselves
Where it routes people
Different paths for different answers.
Send unresolved visits to the branch manager within the week
Escalate task types with low resolution rates to operations
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #branch-ops in Slack when resolution dips at one branch
Update the customer record in Salesforce with the visit outcome
Create a follow-up task for every unresolved visit
SOC 2 Type II and ISO 27001:2022 certified. Responses are encrypted in transit and at rest, and you own your data. View our Trust Center.
How this AI agent works
The conversation asks what brought them in, then whether it was actually resolved, which is the outcome that matters and the one most surveys skip. It covers how long it took, how many people they dealt with, and how they were treated. Where something was not resolved it asks what happened next and whether they had to come back.
Getting started
- 1
Trigger shortly after the visit by email, text or app notification
- 2
Capture the reason for the visit so resolution can be measured by task type
- 3
Set the escalation rule for unresolved visits
- 4
Route unresolved cases to the branch manager the same week
Template Details
- Agent Type
- Evaluator
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Improve customer satisfaction
- Job to be done
- Collect customer feedback
- Journey stage
- Feedback & evaluation
- Replaces
- Survey tools
- Integrations
- Salesforce, Slack, Hubspot
- Times Used
- 1,061+
Forms collect fields. Conversations capture context.
Static forms force complex situations into rigid dropdowns. Perspective captures structured data and the reasoning behind it — so your team makes better decisions, faster.
The static form
yoursite.com/intake
Category *
Select...
Details
Describe your situation...
Submit
Result:Category: "Other"|Details: "It's complicated"
No context. No follow-up. No next step.
- Branch surveys overwhelmingly measure friendliness and cleanliness, which score well almost everywhere and correlate weakly with whether the customer got what they needed.
- Without capturing the reason for the visit, resolution cannot be measured by task type, so a branch that handles simple tasks well and complex ones badly looks uniformly acceptable.
- Repeat visits caused by an unresolved first visit are invisible, and they are both a cost to the bank and the strongest driver of dissatisfaction.
The AI conversation
"Tell me more about the timeline — when did this start, and is there a deadline your team is working against?"
Extracted & structured automatically
Category
High-priority
Urgency
Deadline: 2 weeks
Sentiment
Frustrated but hopeful
Next step
Route to senior team
Triggered: Slack alert sent| CRM updated
Right team. Full context. Instant action.
- The conversation asks what the customer came in to do and whether it was resolved, which is the outcome that matters and the one most surveys never establish.
- Capturing the task type lets resolution be measured per task, which identifies the specific processes that cannot be completed in branch and should either be fixed or moved.
- Asking how many staff they dealt with and whether they repeated themselves surfaces handover failures that are invisible in satisfaction scores.
What is a branch experience survey?
It is feedback from customers who visited a branch, organized around whether their reason for visiting was resolved. Because people increasingly visit branches only when something cannot be done another way, the resolution question carries more weight than any measure of the visit's pleasantness.
FAQ
Frequently Asked Questions
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