CSM Walk-up Experience customer satisfaction surveys

concept australia Updated Sep 10, 2026 1 min read csm-walkup-survey.md

With Walk-up Experience surveys, you can rate your satisfaction with walk-up location interactions, providing management with feedback to improve the walk-up experience.

The Walk-up Experience application includes two base-system predefined surveys.

Walk-up CSAT survey

An on-site, one-click sentiment analysis survey where you can quickly rate service based on a 1–3 scale, where 1 is a negative experience and 3 is a positive experience. The survey uses images of three faces to represent the different sentiments: sad, neutral, and smiling.
Walk-up experience satisfaction survey

Access this survey from a link enclosed in an email. The link is sent when walk-up interactions are closed. This survey uses sentiment analysis for the overall experience, wait-time experience, technician experience, technician professionalism, and additional comments. This survey is based on a 1–5 numeric rating scale, where 1 is very unsatisfied and 5 is very satisfied.

Walk-up administrators and managers can modify these surveys and the associated trigger conditions. Managers and administrators can review responses by question and see a scorecard for each survey on the Walk-up Experience Dashboard module. User comments provide feedback that is used to improve the performance of walk-up interactions.

For more detailed information about working with surveys, sentiment analysis, trigger conditions, and survey questions, see Assessments and Surveys.

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---
title: CSM Walk-up Experience customer satisfaction surveys
description: With Walk-up Experience surveys, you can rate your satisfaction with walk-up location interactions, providing management with feedback to improve the walk-up experience.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-survey.html
release: australia
product: Customer Self-service and Omnichannel Engagement
classification: customer-self-service-and-omnichannel-engagement
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure Walk-up Experience for Customer Service Management, Set up self-service, Configure, Customer Service Management]
---

# CSM Walk-up Experience customer satisfaction surveys

With Walk-up Experience surveys, you can rate your satisfaction with walk-up location interactions, providing management with feedback to improve the walk-up experience.

The Walk-up Experience application includes two base-system predefined surveys.

- **Walk-up CSAT survey**

An on-site, one-click sentiment analysis survey where you can quickly rate service based on a 1–3 scale, where 1 is a negative experience and 3 is a positive experience. The survey uses images of three faces to represent the different sentiments: sad, neutral, and smiling.

- **Walk-up experience satisfaction survey**

Access this survey from a link enclosed in an email. The link is sent when walk-up interactions are closed. This survey uses sentiment analysis for the overall experience, wait-time experience, technician experience, technician professionalism, and additional comments. This survey is based on a 1–5 numeric rating scale, where 1 is very unsatisfied and 5 is very satisfied.

Walk-up administrators and managers can modify these surveys and the associated trigger conditions. Managers and administrators can review responses by question and see a scorecard for each survey on the **Walk-up Experience Dashboard** module. User comments provide feedback that is used to improve the performance of walk-up interactions.

For more detailed information about working with surveys, sentiment analysis, trigger conditions, and survey questions, see [Assessments and Surveys](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/assessments-surveys-landing-page.md).