Monitoring & Evaluating Customer Care - Telephone Survey

Question 1

What is a Telephone Survey?

Answer 1

Customers may be telephoned and asked pre-set questions. This can be cheap and effectively outsourced to call centres, but some customers resent being interrupted at home.

Question 2

What are 2 advantages of a Telephone Survey?

Answer 2

• Any confusing questions can be explained to the customer so that they can answer correctly and could be quite detailed and specific.
• This kind of survey is cheap compared with other methods, particularly when it can be outsourced to a specialist call centre.

Question 3

What are 2 Disadvantages of a Telephone Survey?

Answer 3

• Customers may not answer if they see a number they do not recognise and many of those that do answer cut the phone call off when they realise it is a survey.
• If the organisation ha outsourced the survey to a third party, the third party may lack the specialist knowledge to be able to explain the questions to the customer if the customer asks clarification.