outbound
phone surveys
Outbound Phone Surveys
Outbound phone surveys, for post transaction feedback or research – has FOUR main benefits:
1) Improved Speed of Data Collection
Phone interviews are immediate and quick to complete.
3) Phone Surveys Linked to Action
Business gets notified if the customer is unhappy.
2) Ample audience size for representative sampling
97% of all US households have a phone so audience access not an issue.
4) Personal Touch for Brand Building
A telephone interview for feedback has a personal connection and can help brand image.
Why are Outbound Phone Surveys Effective?
1) It is an Effective Way to Reach the audience
2) Supplement to Point of Experience feedback
3) Convenience – Can be Scheduled
4) For many – it is their Preferred Channel
5) Multiple use occasions – a Very Flexible Tool
6) Brand building – a human touch
7) Operations Support – Dual support / feedback
How Does an Outbound Phone Survey Work?
ASK: Agent Calls Customer
ANSWER: Customer Answers
ALERT: Staff Notified
ACTION: Business Response
AUDIT: Closed Loop Tool
What Are the Use Cases?
Post Event or Transaction
Example:
A pest control technician completes the service, and the homeowner is called within 2 hours by a live agent to answer survey questions relating to that technician and that specific visit. The answers are entered into Opiniator and viewed online via a private dashboard. Email or SMS alerts are automatically sent to local staff in seconds if the customer is unhappy.
Outcome:
Accurate feedback and improved retention.
Customer Satisfaction Any Time
Example:
A business wants to conduct an annual customer survey to generate a satisfaction rating for that year. Or maybe, a survey to generate a ‘Temperature Check’ ie. how customers feel about the business at a point in time. Either way, the answers are recorded and shown as trends over time. Customer comments and suggestions are reviewed for future action.
Outcome:
Trended analysis and improved sentiment.
Market Research
Example:
A business wants a representative sample of its customer base contacted to review and rank product feature ideas. This type of CATI survey (computer assisted telephone interview) is an accurate method of generating enough data for future business decisions to be taken – and be confident that the decision will be fact based from current customers.
Outcome:
Lowers risk on future decisions
Point of Experience PLUS Post Experience Feedback
The outbound phone survey can be supplemented with inbound, point of experience feedback to measure customer experience, attitudes and beliefs at any point in the customer journey – using the SAME platform.
