• Home
• Clients & Case studies
• Applications
  • Contact Centre surveys
  • Market research
  • Human Resources
  • Customer loyalty ratings
  • Public Sector
  • Health
  • Multilingual surveys
• Features & Benefits
• Purchase
• Survey design
• Demonstration
• FAQ's
• Contact us

Automated telephone interviews:  Using IVR surveys for Market Research

Opinion-8 automated IVR and web survey technology is a flexible, tried and tested market research tool with wide application. A survey can be delivered via touchscreen, freephone, post-call transfer to survey line, CATI computer aided telephone interviews, web, email and sms. Automated telephone interviews can be used as an alternative or add-on to web and CATI surveys to gain feedback from customers, employers and stakeholders. QUICK RESULTS at LOW COST with IMMEDIATE RESULTS and analysis.  See our White Paper on IVR surveys and our case study of a Market Research IVR survey.  Surveys set up, run and amended at short notice.  Immediate real time analysis available online. Inbound and outbound surveys supported.

Market Research made easy with IVR survey technology

Opinion-8 offers powerful integrated IVR and web survey technology.  Multi country surveys can be set up in multiple languages with our native speaker recording service, and the system can handle up to 750 simultaneous IVR surveys.  Unified online reporting for all survey media whether phone or web.  Choice of survey media access points maximises response rates. Opinion-8 web module can be used to script and record CATI surveys, giving a completely integrated solution with a range of implementation options for any given research project.

Flexible & real time Reporting

Real-time reports allow proactive management of survey participation to ensure representative samples. Integration with any other reporting system is supported through a number of open database interfaces, including Triple-s.

How Opinion-8 automated telephone interviews work for market research

• Once set up, the IVR survey is live 24 hours per day
  
• Inbound calls can be transferred from a call centre, or people can call the survey direct.
• Outbound calls can be made to a database of contacts
• Transfer to a live agent possible at any time during the survey
• The respondent hears recorded interview questions and responds by pressing the buttons on the keypad or by speaking their response to questions.
  
• As soon as the survey is completed, feedback is stored on a webserver and results updated.
• Real-time results can be seen by logging onto a secure website using a unique user name and PIN code
• Reports can be viewed graphically, or raw data can be downloaded in an Excel spreadsheet
• Data can be imported into other reporting systems via eg. Triple-s.

Setting up IVR surveys with automated telephone interviews

Automated telephone interview scripts (ie. the questions asked of customers) can be created online over the internet. The whole process from set-up to implementation of the survey can be done in less than an hour. Once created, the same survey can be deployed using both telephone and web / email.

The Opinion-8 service runs 24 hours a day, seven days a week. The captured data is available immediately after the survey has ended. All this can is done without installing any software, and without any large capital costs. Analysis and monitoring can be done on any PC with a browser and an internet connection.

Opinion-8 can be provided as a service and paid for on a pay as you go basis, or bought as an in-house package. 

How to get started with automated surveys

• Survey scripting:  Once you have decided on Opinion-8 automated surveys, you need to clearly identify the objectives and the broad questions you want answered. We can also assist in developing the questions for your survey. Either way we will check that they work well on an IVR system and may make recommendations for improvement.
  
• Recording and testing:  Questions are recorded - by you or by us - and the survey is tested.
• The survey goes live:  If you are running a market research campaign where you are asking people to call the survey direct, you will first run a campaign advertising the number. The survey will start as soon as participants call the number given. 
  
• If you are transferring callers to the survey via another telephone interaction they are first asked - either in person or by a voice recording - if they would like to offer feedback. If they agree, their call is then put through to the Opinion-8 voice server at the end of their interaction with the customer service representative. Relevant information about the call (agent ID, caller telephone number, etc) can be attached to the survey data.
  
• The caller is then presented with a set of pre-recorded question, and asked to respond using the telephone keypad.  They can also leave verbatim comments. As soon as they hang up, the survey results are saved and compiled.
  
• Analysis:  Data and any recordings of comments are saved and compiled on an ongoing basis by the Opinion-8 server, and are immediately available for review. Any comments that require transcription (ie. voice recordings) can be categorised and transcribed. The raw data for any survey can be directly downloaded as an Excel spreadsheet.

Creating automated survey reports

A number of standard reports are available.  Opinion-8's easy-to-use analysis tools create graphs or tabular reports for different sets of data over any specified time period.  Your Opinion-8 home page can be customised with a menu of favourite reports for quick access to the information you need.  Raw data can be downloaded as CSV files and opened in an Excel spreadsheet. Alerts can be configured via SMS or email to inform managers if customer satisfaction falls below pre-defined levels, so that action can be taken immediately.