What is an online survey?
Many companies wonder how to measure the overall customer experience, gather customer feedback on their products or services, or carry out market research surveys for future investments that will increase market share, reach more potential customers, and improve financial performance. Gathering information from customers or employees is a vital step.
For some, choosing the right type of survey can be a source of concern at times; for others, it is a straightforward, data-driven analysis of the survey data they are able to acquire. Ultimately, a survey is defined by its goals, and using a well-crafted feedback survey allows leaders to make informed and data-driven decisions to grow their business. Such processes are simply business as usual, regardless of the industry.
Designing a survey and choosing survey methods
Conducting survey research is a complex process that begins with defining the research objective and ends with presenting reports, dashboards, and utilizing analytics to evaluate the obtained results. Along the way, the entire survey process consists of many other smaller stages that must be meticulously planned.
This is where market analysis companies come to the rescue. By deploying modern survey methods, they are able to launch a survey online to quickly and efficiently interview a selected target audience and a statistically viable group of online users. They set up the survey and provide a reliable sample size of data. This serves as a quick and effective way to analyze the potential to increase market share, reach a larger number of new customers, or achieve better results across various business performance indicators like the Customer Effort Score.
Market research companies are largely part of the call center industry – meaning outsourcing, which enables reaching a wide audience. There are numerous benefits to outsourcing to an external company compared to managing internal email surveys, including a higher response rate, savings in both time and money, and above all, delegating such tasks to specialists in their field.
Learn more: KPIs Used in the Contact Center That Improve Customer Satisfaction
The CATI method – an efficient type of survey for data collection
The widespread use of online surveys in a modern setup makes the approach vastly superior to a traditional survey. This specific type of data collection involves online questionnaires handled by qualified agents executing telephone surveys. Their industry name is CATI (Computer-Assisted Telephone Interviewing), which refers to a telephone interview conducted using a computer. This specific way of running quantitative research saves time and makes it possible for survey participants to complete the survey over the phone while the data is processed via the internet. This setup allows a relatively small number of phone interviewers to handle massive outreach.
The desirable qualities of an interviewer include ease of establishing rapport, openness, clear diction, politeness, and understanding the problem. Their task is to collect data reliably – without suggesting answers when reading the dynamic set of questions or standard survey questions. This is a crucial aspect of an interviewer’s work, directly impacting the results and the questions and answers obtained. We do not want the results to be distorted; that is not what call center outsourcing is for. As a company, we utilize advanced online survey software in a way that ensures our clients are glad to be achieving their goals with us.
Learn more: Client communication: best practices and strategies to communicate and build a strong customer relationship
Survey logic and routing – key to finding the right online survey tool
During the interviews, the phone interviewer is supported by an advanced online survey platform that guides them through predetermined conversation scenarios based on the respondent’s answers. Survey routing (path modeling) is a crucial stage in preparing to run a survey. System-defined transitions between questions optimize the duration of the interview and provide a tremendous advantage that phone interviewers can use to boost their efficiency.
Thanks to advanced systems supporting the phone interviewer, we are also able to guarantee low costs when you conduct an online survey compared to traditional techniques, which is a key factor influencing the choice of a market research company. The system features a user-friendly interface that allows interviewers to smoothly navigate various question types, whether they are handling a rating scale, Likert matrices, or standard scale questions. Meanwhile, the survey routing itself is handled by specialists who are also responsible for training and coaching.
Learn more: What is outsourcing of services, and how does it work? Can it benefit your company?
Advantages of online surveys (and how to create an online survey effectively)
Experienced entrepreneurs, sales and marketing managers – as well as other specialists who realize how crucial the voice and opinion of the consumer and their product’s target group is – also know that constant monitoring and observing consumer behavior and feedback is vital. It is well worth ensuring you have up-to-date data, whether you are calculating a standard Net Promoter metric or tracking a precise Net Promoter Score.
By deciding to run an online survey, we gather a wealth of valuable insights from respondents which, after proper analysis, bring immense benefits to the companies running such campaigns. Through an ongoing dialogue, a phone interviewer can probe further into open-ended questions, obtaining more detailed and elaborate answers than would be possible when you conduct surveys in any other rigid format.
Learn more: How to conduct a survey with customers?
CCIG’s survey tool and infrastructure for various types of online research
As a market research company, CCIG Group provides end-to-end management of the entire process. Essentially, from start to finish, the company handles every challenge brought forward by the client and strives to achieve all of their goals. Thanks to our specialized team of phone interviewers, we are able to quickly conduct online surveys. Our specialized survey tool and online survey tool applications run flawlessly via a secure internet connection, while modern technologies allow us to adapt to even the most demanding target groups, including respondents accessing the platform from mobile devices.
The technical infrastructure at our disposal allows us to handle various types of online research and process a massive volume of interviews in the shortest possible time. We ensure strict quality control provided by our internal quality control department and offer easy access to survey results every single day. The aforementioned quality control department is an independent unit that operates highly effectively within CCIG Group, serving as one of our competitive advantages in the call center market.
