Ivr Surveys News

The JetBlue Example: Are Your Employees Preparing to Slide Down the Chute?

Aug 03, 2010 by Confero Inc.

By now, everyone has heard the story about the JetBlue Flight attendant who became frustrated with a passenger, expressed his anger over the public address system, and exited the plane via the emergency chute.   While it’s still not clear what exactly transpired on the plane, one thing that is clear is that many took his side, despite his bizarre actions.  Why did people praise his behavior?  Is it that airline customers empathize with airline travel stress, since they know firsthand the stress and overcrowding of many flights?  


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Head to Head – Customer Satisfaction Surveys vs. Mystery Shops

Aug 26, 2010 by Confero Inc.

Misconceptions about customer satisfaction surveys and mystery shopping , and their differences, exist.  Would you answer the following “yes” or “no”?


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Five Ways to Increase Customer Survey Response: Web or Interactive Voice Response (IVR)

May 17, 2011 by Confero Inc.

  1. A concise survey invitation increases response rates. Basics such as good grammar and correct spelling are obvious, but companies also need to consider brief wording.  Companies should partner with the survey provider to develop a unique invitation that will capture customer’s attention and encourage them to respond.
     
  2. Communicate how long it will take to complete the survey– and deliver as promisedDiffering opinions exist about survey length, and it can be challenging for companies to balance the need for customer feedback in many areas while offering a survey that is not too lengthy.  Many times the invitation asks customers to complete a “short” survey, however, when customers dial in or access the link to the survey, they discover that survey completion takes longer than expected.  With a long survey, customers may abandon the survey before completion.  And worse, they probably will not participate in a future survey based on this one experience.

    Our experience shows that surveys with a maximum of 10 questions receive the best response rates.  Conduct trials internally and make note of how long the IVR or web survey takes to complete. After completing the internal tests, include how long it will take customers to complete the survey on the invitation.
     

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Confero President Discusses Customer Surveys on My Carolina Today

May 19, 2011 by Confero Inc.

 

Confero President and CEO, Elaine Buxton, recently sat down with the hosts of, My Carolina Today, to discuss why consumers should participate in customer surveys on offered retail receipts.

 

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