Tag: ivr surveys

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

    May 17, 2011
    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.

  • Head to Head – Customer Satisfaction Surveys vs. Mystery Shops

    August 26, 2010

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

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

    August 3, 2010

    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?  

  • ABCs of an Effective Mystery Shopping Program

    July 22, 2010

    A:  Allow time for consideration of mystery shop goals, survey question details and possible scenarios during the set up of a new mystery shopping program .

    B:  Build on the information that you gain from your mystery shops so that you can improve and redirect your program periodically.

    C:  Customize your mystery shopper survey to reflect your firm’s unique service and sales priorities.

  • Mystery Shops Tell Part of Customer Experience

    March 30, 2010

    Confero is best known for mystery shop services , which report on specific performance observations made during on site visits or phone calls. Our other services can add vital elements to your company’s customer experience knowledge. Not all research methods will benefit every business, but for some, these can provide valuable knowledge and more in depth insight into the customer experience: