---
title: Configure Walk-up Experience customer satisfaction surveys
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/walk-up-experience/walkup-survey.html
release: australia
product: Walk-Up Experience
classification: walk-up-experience
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure, Walk-up Experience, IT Service Management]
---

# Configure Walk-up Experience customer satisfaction surveys

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 \(sad, neutral, and smiling\).

    \[Omitted image "WalkupSentimentSurveyFaces.png"\] Alt text: walk-up sentiment survey with faces

-   **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.

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/assessments-surveys-landing-page.md).

-   **[Create or modify a Walk-up Experience customer satisfaction survey](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/configure-walkup-csat-survey.md)**  
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.

**Parent Topic:**[Configuring Walk-up Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/walk-up-experience/walkup-experience-configuration.md)