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Showing posts from May, 2022

Why do phone surveys have a low response rate?

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Since the beginning, marketers, researchers, and businesses relied heavily on telephone surveys to interview people to gather and understand customer feedback. They used CATI/ phone surveys to gather insights about the customer challenges, expectations, and behaviors to launch or improve products and services in the market. So, what are CATI or Phone Surveys? CATI (Computer Assisted Telephone Interviewing) or phone survey is a method where an interviewer uses a script on his computer screen to interview or collect responses from a participant or a customer over the telephone.  They recorded all the responses within the computer to save time transferring data from paper to digital format. Yet, the issue was that they had to wait for a long time until they collected a certain number of responses. And not just that, they had to dedicate a team to compile all these responses manually and prepare reports.  It was widely used in the past as respondents did not need a computer to res...

7 ways to leverage positive customer feedback

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How’d you feel if you called customer service and they resolved your issue in just 2 minutes? You’ll be content after receiving such a good response. Well, something similar happened to me yesterday.  After a hectic day at work, I ordered my favorite ice cream to make the day a little better. According to the app it was supposed to be delivered within 30 minutes. But neither it was delivered on time nor did the delivery executive take my calls.  But after multiple calls to the delivery exec, when I reached out to the food aggregator, not only did they give me a discount on the next offer; along with the ice cream, they sent me a sandwich (as per my previous orders) for me.  And yes, they apologized for the entire experience. I was overwhelmed. The effort they put in to make me  (one regular customer)  happy left me in awe.  I talked about my experience on Twitter. And not just that, I encouraged my friends to try the ice cream cafe. That’s something CUSTOME...

Qualtrics vs Medallia: A Detailed Comparison

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There are multiple customer experience platforms out there. Qualtrics and Medallia are the two of them. Apart from creating surveys, analysis, and reporting, there is so much more to both of them. But which one is the best? Let’s dig further to help you choose between the best of the two options – Qualtrics or Medallia.  Qualtrics – Features and Limitations Do you want to know how your customers feel about your products/ services, or what your employees feel about your organization?  Then, Qualtrics is your choice. Qualtrics is a web-based CX platform that enables you to create and run customizable surveys. It helps you gather omnichannel feedback and gives you in-depth insights and reports using advanced analytical tools. Also, it helps identify the emotions, tone, and sentiment hidden in each response.  Click to read more:  https://www.surveysensum.com/blog/qualtrics-vs-medallia/

What is CATI Survey: Advantages, Disadvantages, Working & More

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Have you recently bought a car? After buying a car or any other product, you must have received a phone call asking for your feedback on the purchase. On the call, an interviewer will talk about your buying experience, product experience, or service experience. This phone call is called CATI – Computer-Assisted Telephonic Interview. Let’s understand this. So, what is CATI? CATI or computer-assisted telephonic interview is a traditional research method where interviewers ask some questions from the respondents over the phone call. Basically, the interviewer reads a set questionnaire from the computer, gathers respondents’ answers, and punches it into the system (or sometimes the software automatically records it). CATI is similar to paper surveys, except everything is done online.  Click to read more:  https://www.surveysensum.com/blog/cati-survey/