Collecting customer opinion via a telephone interview continues to produce the most accurate customer feedback metrics. Other methods collect timely information, however, unhappy customers are highly motivated to respond and may create a bias of primarily negative responses. Phone interviews collect complaints, compliments and everything in between, providing more accurate metrics that represent the whole population of your customers.
Accurate measurements stem from careful sampling of the customer set, limiting fatigue from too many surveys, and conducting professional interviews that impress your customers.
SERVICE 800's methodology goes beyond just asking a question and collecting a rating. Our tenured interviewers (Customer Representatives) are trained on your specific program and conduct personable and professional dialogs that draw out valuable feedback. For consistency and reliability, all Customer Reprs are directly supervised by SERVICE 800 staff.