Automated surveys

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Automated surveys are used to gain customer feedback through the internet and via the telephone. Automated surveys are particularly used for customer research purposes in call centre for customer relationship management and performance management purposes. They are also used for market research and job satisfaction surveys.

Many large organisations outsource their customer handling to call centres where another organisation deals directly with their customers and automated surveys give independent evaluation of the outsourced service from the customers themselves. In call centres automated surveys are used to improve service quality and increase customer loyalty.

The process of setting up an automated telephone and web survey system is as follows:

1. Design survey questionnaire

2. Record voice prompts and test the survey

3. When the survey goes live, customers who contact the call centre will be asked, either by the agent or by a voice recording, if they would like to give feedback on the quality of the service they received. Customers who agree to take part are transferred to the survey at the end of their call. Transferring calls to the automated survey system can be done manually by the person talking to the customer, automatically, or customers can be called back. Relevant information about the call (agent ID, caller telephone number, etc) is attached. The customer is then presented with a set of pre-recorded question, and asked to respond using the telephone keypad. They can also leave verbatim comments.

4. Data and recordings of verbatim comments are saved and compiled on a secure server. The information can then be accessed online.