---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure Walk-up Experience customer satisfaction surveys

# Configure Walk-up Experience customer satisfaction surveys {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
With Walk-up Experience surveys, requesters can rate their satisfaction with
walk-up location interactions and provide feedback to improve the Walk-up Experience
application.  
Two base-system predefined Walk-up Experience surveys are provided:

* Walk-up CSAT survey: On-site one-click sentiment-analysis survey where the requester can quickly rate the service based on a 1 to 3 scale, where 1 is a negative experience and 3 is a positive experience. The survey uses an image scale of three faces with different sentiments (sad, neutral, and smiling).  
  Figure 1. Walk-up survey   

* Walk-up Experience Satisfaction Survey: A survey link is sent via email when walk-up interactions are closed. It uses sentiment analysis for the overall experience, wait-time experience, agent experience, agent professionalism, and additional comments. This survey is based on a 1 to 5 numeric rating scale, where 1 is very unsatisfied and 5 is very satisfied.
{#walkup-survey__ul_pc2_cfc_4db}

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. Requester feedback
is used to improve the performance of walk-up interactions.

For more information about working with surveys, sentiment analysis, trigger conditions, and survey questions, see [Assessments and Surveys](https://www.servicenow.com/docs/access?context=assessments-surveys-landing-page&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).
* **[Create or modify a Walk-up Experience customer satisfaction survey](https://servicenow-prod.fluidtopics.net/4JwBnio~AyB71Q6CUJ6RTA)**   
  Improve your Walk-up Experience operations and customer service by using surveys and monitoring survey results. Walk-up surveys capture important information from users about the interaction experience provided to them at the venue.