1. How was it overall?
Start with a number, because it is quick and easy to compare over time. Use one scale everywhere.
"From one to five, how would you rate your visit?"
SCRIPT GUIDE For teams that want honest answers
Customer Feedback Call Script: 6 questions that work
A customer feedback call script is the set of lines used to ask a customer how something went, record a clear rating and deal properly with anything that went wrong. A short call gets more honest answers than a long form. This guide gives you 6 questions, the full script in Hindi, Hinglish and English, how to handle complaints on the call, and a calculator for your scores.
- 6 questions in about two minutes
- Hindi, Hinglish and English versions
- Unhappy customers passed to a person
The basics
Why a short call beats a long form
Feedback forms tend to be filled in by people who are delighted or furious, and you learn little about everyone else. A short call asks them directly, while the visit or delivery is still fresh, and it gives unhappy customers someone to tell before they tell other people. In this example, the rating alone would have told you very little:
Feedback call · Bike service centre · HinglishExample conversation
AI agentNamaste Rohit ji, main [Company] se bol rahi hoon. Kal aapki bike ki service hui thi. Kya ek minute mein feedback de sakte hain?
CallerHaan, bolo.
AI agentEk se paanch ke beech, aap service ko kitne number denge?
CallerTeen. Kaam theek tha, par bike do ghante late mili.
AI agentSorry, yeh sunkar achha nahi laga. Main yeh baat manager tak pahunchati hoon. Kya woh aapko call kar sakte hain?
CallerHaan, shaam ko.
AI agentTheek hai, shaam ko call aayega. Samay dene ke liye dhanyavaad.
✓ Rating: 3 out of 5✓ Reason recorded✓ Manager callback
Want to hear this on your own leads?Leave your number and our team will call you within 24 hours to show how the AI agent would talk to your customers.
Hear one yourself
Hear a feedback call on your own phone
Enter your number and we will set up a live AI demo call for you. Hear the voice, interrupt it, ask it questions, in Hindi or English.
- No setup needed for the demo
- Hindi, English & regional languages
- Takes 2 minutes
The questions
The 6 questions worth asking
Six is the most you need, and four is often enough. Ask them in this order, and let the customer's answers decide which ones you skip.
2. What went well?
Asking this first relaxes people, and it tells you what you should keep doing and which staff to thank.
"What did you like most?"
3. What could be better?
This is the question you are calling for. Ask it plainly, and then stop talking and listen to the whole answer.
"What is one thing we could have done better?"
4. Would you recommend us?
This separates "it was fine" from people who would actually put their name to it.
"From zero to ten, how likely are you to recommend us to a friend?"
5. Is anything still unsolved?
Many customers have an open problem but did not bother to complain. This question finds it while you can still help.
"Is anything still pending from your side?"
6. May we call you again?
Permission for the future is worth having, and a clear no must be respected and recorded.
"May we call you about future offers or updates?"
Full script
फ़ीडबैक कॉल की पूरी स्क्रिप्ट
A full call to a customer after a visit or delivery. Keep the first line short, and always ask for permission.
एजेंट: नमस्ते [नाम] जी, मैं [कंपनी] से बोल रही हूँ। कल आपने [सेवा] ली थी। क्या एक मिनट में फ़ीडबैक दे सकते हैं?
ग्राहक: जी, बताइए।
एजेंट: एक से पाँच के बीच, आप हमें कितने नंबर देंगे?
ग्राहक: चार।
एजेंट: धन्यवाद। ऐसी कौन-सी एक बात है जो हम और बेहतर कर सकते थे?
ग्राहक: बस इंतज़ार थोड़ा ज़्यादा था।
एजेंट: यह बताने के लिए धन्यवाद, मैंने नोट कर लिया है। क्या कोई काम अभी बाक़ी है?
ग्राहक: नहीं, सब ठीक है।
एजेंट: आपका समय देने के लिए बहुत धन्यवाद।
Agent: Namaste [Name] ji, main [Company] se bol rahi hoon. Kal aapne [Service] li thi. Kya ek minute mein feedback de sakte hain?
Customer: Ji, batao.
Agent: Ek se paanch ke beech, aap hamein kitne number denge?
Customer: Chaar.
Agent: Dhanyavaad. Aisi kaunsi ek baat hai jo hum aur better kar sakte the?
Customer: Bas wait thoda zyada tha.
Agent: Yeh batane ke liye dhanyavaad, maine note kar liya hai. Kya koi kaam abhi baaki hai?
Customer: Nahi, sab theek hai.
Agent: Aapka samay dene ke liye bahut dhanyavaad.
Agent: Hello [Name], this is [Company]. You used our [Service] yesterday. Could you give us one minute of feedback?
Customer: Yes, go ahead.
Agent: From one to five, how would you rate us?
Customer: Four.
Agent: Thank you. What is one thing we could have done better?
Customer: The wait was a little long.
Agent: Thanks for telling me, I have noted that. Is anything still pending?
Customer: No, all fine.
Agent: Thank you very much for your time.
Complaints
When the customer has a complaint
A feedback call will sometimes turn into a complaint. That is good news: you found out directly, and you can still put it right.
Let them finish
Interrupting makes things worse. Let them say all of it, then repeat the main point so that they know you heard it.
"So the bike came back two hours late. Is that right?"
Apologise without arguing
You can be sorry for how they feel without deciding who was at fault. Never explain why they are wrong on a feedback call.
"I am sorry that happened."
Do not promise a fix
Neither a telecaller nor an AI agent should promise a refund or a replacement. Say who will decide, and when they will call.
"Our manager will call you this evening."
Pass it on right away
A serious complaint should go to a person straight away, by live transfer or a same-day callback, with the recording and a summary.
"Shall I connect you to our manager now?"
Close the loop
Track each complaint until someone has called back. A customer who is promised a call and does not get one is worse off than before.
"Hello, I am calling about what you told us yesterday."
Free tool
Work out your feedback scores
Enter how many people gave each answer. You get an average rating, a satisfaction figure, the number of people to call back, and an NPS score.
How many people gave each rating?
How likely are they to recommend you?
Your scores
- Average rating, out of 50
- Satisfied (rated 4 or 5), in %0
- People to call back (rated 1 or 2)0
- NPS (recommenders minus critics, from -100 to 100)0
The starting values are samples, so replace them with your own. Compare your score with your own last month, not with someone else's. Nothing is sent or saved.
How it works
How feedback calls run, from list to action
The calls are the easy part. The value comes from what happens to the answers.
- 01You share a listCustomers from the last day or two, with name, number and what they bought or used.
- 02The agent callsAt the time you choose, inside calling hours, and only once for each visit or order.
- 03It asks your questionsIn the customer's language, with the rating first and open questions next.
- 04It records the answersA rating, the customer's own words, a recording and a short summary.
- 05Unhappy customers go to a personLow ratings and complaints reach your team the same day.
- 06You see the patternsRatings and repeat comments by branch, product or person.
Side by side
Feedback by call vs form or message
Links and forms are cheap, and they are fine when your customers use them. Calls are for when you need answers from everyone else.
| AI call | SMS or chat form | Staff calling | Press-1 IVR call | |
|---|---|---|---|---|
| Reaches people who ignore links | Yes | No | Yes | Yes |
| Captures the reason in their own words | Yes | Only if they type it | Yes | No |
| Asks a follow-up question | Yes | No | Yes | No |
| Passes an angry customer to a person | Yes, during the call | Only later | Yes | Limited |
| No staff member on the line | Yes | Yes | No | Yes |
| Works in regional languages | 9 Indian languages | One per template | Whoever is on shift | One per recording |
| Best for | Regular feedback from all customers | Quick ratings | Your highest-value accounts | Simple score only |
Timing
When to call after each kind of visit
Call too soon and there is nothing to say yet. Wait too long and they have forgotten.
After a delivery
Allow a day or two, so that the customer has had time to open and use the product.
After a service visit
Call the next day. Anything that went wrong with a vehicle or an appliance usually shows quickly.
After a clinic visit
Ask about the booking, the wait and the staff, the next day. Any question about health or treatment goes to your staff.
After a class or demo
Call in the evening, when parents and students are free, and ask about the session and any open questions.
After a support ticket
Call soon after it is closed, and ask whether the problem has really been solved.
After a property visit
Call the same or next day. What people liked or disliked is very useful to your sales team.
Before you start
Ten points before your first feedback call
Settle these first, and your numbers will mean the same thing from one month to the next.
- Who gets calledEveryone, or a fair sample. Do not pick only your happy customers.
- One rating scaleUse the same scale at every branch, every month.
- When to callFix how long after a visit or delivery the call happens.
- How many times to tryDecide the number of tries, and then stop.
- What counts as a low ratingDecide which answers go to a person the same day.
- Who handles complaintsName a person for each branch or team, with a time limit.
- What the agent must not promiseNo refunds, replacements or compensation.
- The name the customer hearsUse the name on the bill or the shop front.
- Language by customerSet a main one, and let the agent follow anyone who switches.
- Opt-outsAnyone who says "do not call" must not be called again.
Getting started
Start feedback calls in 4 steps
Start with one service or branch, and get the complaint path right first. Most campaigns go live in 24 hours to 7 days.
1. Choose your questions
Pick up to six, and fix your rating scale.
2. Hear a test call
The agent calls you with your script, so you can try being an unhappy customer.
3. Run one branch or service
Check each complaint reaches the right person the same day.
4. Share the results
Show your team the ratings and the customers' own words every week.
Avoid these
Why feedback calls get bad answers
Too many questions
Fix: a call longer than a couple of minutes loses people, and the last answers get careless. Cut anything you will not act on.
Asking for a good rating
Fix: "you were happy, right?" gets polite answers that mean nothing. Ask neutral questions, and accept what you hear.
Selling on the call
Fix: a sales line makes the whole call feel like a trick. If you want to sell, make that a separate call with permission.
Calling only happy customers
Fix: a list filtered to good experiences only flatters you. Include people who returned goods or raised tickets.
Doing nothing with the answers
Fix: if nothing changes, stop calling. Share what you heard with your team each week, and fix one thing at a time.
हिंदी में
फ़ीडबैक कॉल कैसे करें, आसान शब्दों में
फ़ीडबैक कॉल छोटी होनी चाहिए। पहले अनुमति लीजिए, फिर एक से पाँच के बीच नंबर पूछिए और उसके बाद यह पूछिए कि क्या बेहतर हो सकता था। ग्राहक जो कहे, उसे पूरा सुनिए और बीच में बहस मत कीजिए।
अगर ग्राहक नाराज़ है, तो माफ़ी माँगिए और उसकी बात उसी दिन किसी ज़िम्मेदार व्यक्ति तक पहुँचाइए। रिफ़ंड या बदले में सामान देने का वादा कॉल पर मत कीजिए। एआई एजेंट ये कॉल ग्राहक की भाषा में कर सकता है, और जवाब आपकी टीम तक पहुँचा सकता है।
Ready to try AI calling for your business?Request a demo and our team will call you within 24 hours.
FAQ
Customer feedback call script: your questions
01What is a customer feedback call script?
It is the set of lines used on a feedback call: asking permission, the rating question, open questions and how to close. It keeps calls short and makes answers easy to compare.
02What should I ask on a feedback call?
Start with a rating, then ask what went well and what could be better. Add whether they would recommend you and whether anything is still unsolved. Four to six questions is plenty.
03How long should a feedback call be?
About two minutes. If the customer has more to say, let them, but do not keep them there with more questions of your own.
04When should I make the call?
Usually within a day or two of the visit or delivery, inside calling hours of generally 9 AM to 8 PM.
05How do I handle an angry customer?
Let them finish, apologise without arguing and say who will call them and when. Do not promise a refund on the call. Pass it to a person the same day.
06Can an AI agent make feedback calls?
Yes. It can ask for permission, ask your questions, record the rating and the customer's words, and pass unhappy customers to your team.
07Will customers be honest with an AI agent?
It varies. Some people find it easier to criticise when no staff member is on the line, while others prefer a person. Listen to recordings from your own customers to judge this.
08Can the script be in regional languages?
Yes. The agent works in English, Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam. This page gives Hindi, Hinglish and English versions to adapt.
09What is a good feedback score?
One that is better than your own last month. Scores differ a great deal by industry and by how you ask, so outside comparisons can mislead you.
10What is NPS?
NPS, or net promoter score, comes from asking how likely someone is to recommend you, from 0 to 10. Subtract the percentage who answer 0 to 6 from the percentage who answer 9 or 10. The tool on this page does this for you.
11How do I start feedback calls?
Choose your questions, then leave your number in the form on this page to hear a call. Most campaigns go live in 24 hours to 7 days.
The AI agent calls in English and in eight languages listed in the Eighth Schedule of the Constitution of India: Hindi, Marathi, Gujarati, Tamil, Telugu, Kannada, Bengali and Malayalam.
Keep reading
More on staying close to customers
Scripts and guides for the calls that come after the sale.
About Troika
Who can make these calls for you
Troika Tech Services has worked with Indian businesses since 2012. As an AI calling company, we set up, run and improve AI calling campaigns as a fully managed service, so your team decides and approves while ours builds and runs. You choose the questions and who handles complaints, and we run the calls and pass the answers to your team.
Clients across the country use us as an AI calling company in India, and our team in Mira Road East makes us an AI calling company in Mumbai you can visit. See how our AI calling agents in Mumbai work for local businesses, read the guide to AI calling agents, or explore the wider set of AI agents we build.
Try it on your own phone
Get a call from our team within 24 hours
Enter your number and we will set up a live AI demo call for you. Hear the voice, interrupt it, ask it questions, in Hindi or English.
- No setup needed for the demo
- Hindi, English & regional languages
- Takes 2 minutes