AVL’s survey platform is an outgrowth of the WebTPV platform that allows for the capture of customer feedback without blocking the enrollment flow.

At a configurable number of hours/days following an enrollment or other interaction with a sales agent,  AVL can send an SMS link to a customer inviting them to answer a series of questions regarding their experience. Clients are immediately alerted to responses that meet certain conditions such as low numeric ratings or open-ended responses that contain words like “lied” or “rude”.

Besides providing helpful insights to coach agents and tweak field offerings, surveys serve as a critical early warning indicator of fraud and agent malfeasance before such complaints reach regulatory bodies.