IVR (Interactive voice response)

For studies or respondent types

Interactive Voice Response (IVR) is the ability for respondents to participate in a study or interview using the buttons of any touch-tone phone via a 1-800-number.

Why IVR?

  • Customers can respond 24 x 7 at their convenience.
  • Multiple languages are available.
  • Infinite number of question branches, skip patterns, or triggers.
  • Ability to digitally record callers comment/suggestions.
  • Review of customer comments via telephone.
  • Quick reporting of data
  • Modifications to the questionnaire can be made 'on the fly'.
  • Reporting options include e-mail, print, fax, or the Internet.
  • No Interviewer Bias
  • All types of respondents can respond.

IVR can be used for different types of studies or respondent types. Simply invite customer or respondents at a store or restaurant or mail their invitation to them. Here are a few examples:

  • Customer Satisfaction – Use IVR to invite customers at a restaurant to share their experience or those customers ordering a new item at a fast food restaurant for the first time to give you immediate feedback on the new burger or shake.
  • Product Evaluation – Put an attractive invitation on a can of spray paint, inviting those that purchase it the chance to answer some questions about its use and their use of it.
  • Service Evaluation – Mail out an invitation in a credit card statement asking your customers to call in and take a short survey about the types of services they are receiving from the bank or financial institution.

Benefits

  • Lower costs.
  • Fast data collection.
  • Ability to identify problem areas quickly.
  • Immediate feedback.
  • Hear customer comments in their own voice.
  • Anyone who has access to a phone can participate.
  • Absolute uniformity, no interviewer bias.
  • Convenience

 


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