I've always felt that post-call customer surveys are methodologically unsound -- or at least as sound as the online poll surveys. The people who bother to take the surveys are self-selecting, and chances are that the people who respond were really happy about the service and were moved enough to trouble themselves with hanging on and providing their feedback, or -- which is more likely -- were really pissed and needed to vent off their frustration.
But there is another layer still that makes these surveys suspect: agent interference. That is, agents selecting which callers to nudge to the survey, and when nudging, trying to influence them to give them good marks.
Check out this article from Service Untitled. It talks about agents "begging" callers to give them good marks!
Such surveys can still be useful if used, for instance, to identify which calls to listen to for training purposes (listen to the ones that got real bad or real good marks). They can also be used to route callers to manager in case the marks entered are really bad, etc.
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