Did you get what you came in for?
F
Branch Experience Survey
Evaluator agent · 1.1K uses
Evaluator Agent
Mobile and Online Banking Experience Feedback
Every failed task in the app becomes a call you pay for. Digital banking is a set of tasks, and the ones that fail quietly push customers into the call center, which is where the cost lands. This conversation asks about the last thing they actually tried to do, whether they finished it, and what they did when they could not.
Task completion lifted
Call deflection improved
Reproducible bug reports
Used 1,451+ 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
The last task they attemptedWhether they completed itExactly where it brokeWhat they did instead, including any callDevice and operating system where relevantThe friction point in their own words
Questions it always asks
The core fields every response captures.
Always anchor on the last real task they attempted
Always ask what they did when it did not work
How it adapts
Follow-ups that change based on what people say.
If the task failed, ask exactly what they did next and whether it cost them a phone call
If they hit an error, ask for the device, the operating system, and the exact step
Where it routes people
Different paths for different answers.
Send reproducible failures to engineering with device detail attached
Route confusing flows to the product design team
Automations it can trigger
Actions that fire the moment a response comes in.
Alert #digital-banking in Slack when one task fails repeatedly
Update the customer record in Salesforce with the digital friction point
Create a HubSpot task when a failure drove a call center contact
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 the customer to walk through the last thing they tried to do in the app or on the website. It establishes whether they completed it, and if not, exactly where it broke and what they did instead, which is usually a phone call. It captures device and operating system where a technical failure is implicated, so engineering gets a reproducible report rather than a complaint.
Getting started
- 1
Trigger in-app after a session, or by email to recently active digital customers
- 2
List the core tasks you want measured so completion is comparable
- 3
Capture the fallback channel, since that is where the cost shows up
- 4
Route technical failures to engineering and design problems to product
Template Details
- Agent Type
- Evaluator
- Category
- Banking and financial services
- Industry
- Financial Services
- Business outcome
- Build the right product
- Job to be done
- Collect customer feedback
- Journey stage
- Engagement
- Replaces
- Survey tools
- Integrations
- Slack, Salesforce, Hubspot
- Times Used
- 1,451+
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.
- App store ratings arrive as a score and a rant, usually written in frustration, rarely specifying what the person was trying to do. They tell you something is wrong and nothing about what.
- In-app satisfaction prompts fire after successful sessions far more often than failed ones, because people who fail leave rather than answer, which systematically flatters the score.
- A general digital satisfaction survey averages dozens of unrelated tasks, so a serious failure in one journey disappears into an acceptable overall number.
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 anchors on the last real task attempted, which produces a specific journey rather than a general impression of the app.
- It establishes whether the task completed and, where it did not, exactly which step broke, which is the level of detail a backlog item requires.
- Capturing what they did instead quantifies the cost of the failure, since the usual answer is a phone call and that is a number the contact center already understands.
What is a mobile banking survey?
It is feedback organized around tasks rather than satisfaction. It asks what the customer last tried to do in the app or on the website, whether they finished, and what happened if they did not. Because digital banking is fundamentally a set of jobs, task completion is the measure that matters and the one most instruments fail to capture.
FAQ
Frequently Asked Questions
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Replace drop-off, poor qualification, and missing context with AI conversations that capture structured data and real understanding. Set up in minutes.
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