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.
