Taking IVR Surveys is so Exhausting
By: Marc E. Carlson, RRP
CustomerCount© Business Relationship Manager
I just got an oil change for my sedan at a franchised oil lube place. There was a toll-free phone number on the receipt to provide them feedback. Since I work in the voice of customer (VOC) world, I have a propensity to take most surveys positioned with me because I realize my feedback is useful to the servicing company to understand what I expect. I must admit, I was a little reluctant to place the call because I knew the survey would be conducted by an Interactive Voice Response (IVR) system. These types of surveys always exhaust me with providing a description for your scaled answer selection each and every time they ask a question. Often, I end up on the line for the first five questions and then disconnect. Who has the time to listen to the answer description for every single question? I sure don’t, and I suspect there are many others like me that get frustrated with the time commitment in providing our feedback on an IVR system.
In these busy times, I believe the best customer feedback solution from a response rate is that of an on-line solution. These types of surveys allow a consumer to provide feedback on their own time and the completion rate is much higher than surveys taken thru an IVR system. An on-line customer feedback solution will also give you better data to analyze and can capture the all important verbatim comments from the consumer. At “CustomerCount©”:http://www.customercount.com, we are firm believers in making the experience of providing customer feedback to a client easy, available when the consumer wants to provide the feedback, and builds brand affinity so the consumer purchases again, and again, and again…