Our telephone customer surveys are an effective additional service alongside our award-winning mystery shopping programmes. Mystery shopping and customer satisfaction surveys go hand in hand as they provide a full holistic view of the state of service being delivered to your customers.
Qualitative & Quantitative Programmes
Incorporating qualitative (mystery shop) and quantitative (surveys) research methods provides an unrivalled source of data points and insights which can be used for training, development, and to further improve the experience, products/services and ultimately, sales performance, within your business.
Telephone Survey Options
Performance in People (PiP) can customise and provide telephone surveys to gain insight on any aspect of your business or customer journey. Most commonly, we provide 2 types of telephone surveys:
1. Customer Satisfaction Surveys (CSS)
Can be completed at any point of the customer journey (e.g. enquiry, after a store visit, purchase, collection, return etc.), and completely customisable.
Most commonly, a CSS is completed post-purchase, when you can gather insights on the complete sales journey – it’s also when a customer is most likely to give their time for a survey!
Ultimately this kind of survey will provide feedback on how the customer viewed their service experience and their likelihood to recommend (NPS) - it can also include questions relating to products, services and areas for improvement.
2. Lost Lead Surveys
How our telephone surveys are conducted
Calls are conducted by PiP’s field-based call operatives/researchers following a pre-agreed set questionnaire. Although our researchers are also trained to prompt and ask additional probing questions, if required, to gain absolute clarity on the source and reasons behind the customers answers – which, in turn, provide the real golden nuggets for our clients!
All calls are recorded, and the survey results are provided through our online reporting platform ‘Vision’. Additional bespoke deep-dive reporting and insights can also be provided through our in-house CX Lab.
Contact us for more information
Telephone surveys are a fantastic, cost-effective way to gather vast data and insights from customers. Contact us today if you’re interested in conducting a telephone survey programme!
