Interactive Voice Response for CSAT SurveysTips and Best Practices

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Who We Are

We bring over 22 years of experience in the IVR Industry developing products of excellence tailored to our customers’ specific and diverse needs.

Experience

Our attention to detail and high quality products stand out from our competitors. We are thorough in development, testing and delivery.

QualityWe stay abreast of new technologies and are in a constant state of refining our products to meet the demands of an ever-changing IVR landscape.

Innovation

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Interactive Voice Response for Customer Satisfaction Surveys

Why IVR? Establishing Goals Best Practices in Survey Design Scales and Scoring Strategies and Response Rates Understanding and Using Results

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Why Survey Using Interactive Voice Response (IVR)?

Maximize Existing Port

Capacity

Utilize Existing Speech Licenses

Leverage Built-in

Reporting

Integrate to Self Service

Apps

Remove Agent Bias

Encourage Honest

Feedback

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Establish Survey Goals

Voice of Custome

r

What are you trying

to measure?

Who will you ask?

When will you ask?

What do you plan to do with the results?

If the goals aren’t clear, the results won’t be either!

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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw

Establishing Survey Goals

According to Gartner research, although 95% of companies collect feedback, only 10% actually use it.

Only 5% of companies tell customers what they’ve done with feedback.

Customers are much more likely to take a survey if you tell them how their feedback is being used.

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Best Practices in Survey Design

Simplicity

Keep it brief (3-10 questions, 5 minutes or less)Ensure questions are short and clearAsk only for ONE piece of information per questionOrder questions logically

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Best Practices in Survey Design

Relevancy

Narrow the topicExplain how the feedback will be usedLimit retries and move on Include an open-ended questionDon’t ask Yes/No questions

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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw

Best Practices in Survey Design

Consistency

Ensure scoring is consistent (1 always=lowest, e.g.)Offer same number of choices at each questionUse a familiar system such as the Likert Scale:

Strongly disagreeDisagreeNeither agree nor disagreeAgreeStrongly agree

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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw

Best Practices in Survey Design

Measurability

Odd scale provides a neutral responseEven scale forces a positive or negative leanDTMF-only surveys should use a max scale of 9Develop a plan for transcription of open-ended

responses

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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw

IVR Survey Strategies

Outbound

Caller Opt-In

SMS

Agent-Initiated

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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw

IVR Survey Strategies

According to Gartner, feedback collected even 24 hours later is 40% less accurate than feedback collected immediately after.

IVR surveys generally have a 10% higher response rate than other methods.

The most effective survey strategy may be determined by your customer demographic

People 65 & older respond to outbound IVR surveys at a 70% rate.

Millennials prefer survey links via text

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Understanding the Results

Ensure you have an adequate number of responses Generate a report of quantitative (scored) data Perform analysis of qualitative (open-ended) answers Look for overall completion rates of at least 80% Compare your results to industry benchmarks

Additional Resources:www.theacsi.org/customer-satisfaction-benchmarks/benchmarks-by-industry

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Understanding Net Promoter Score

How likely is it that you would recommend us to a friend or colleague?

The medium Net Promoter Score of more than 400 companies and 28 industries was just 16.

Net Promoter Score is an index that is used as a proxy for gauging customers’ brand loyalty and overall satisfaction with a company's product or service.

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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw

Using the Results

Add or remove self-service options

Incorporate results at the agent desktop

Personalize caller handling

Offer survey based on preference

Train and educate agents

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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw

Collect data and valuable customer feedback

INI AudioFormsTM is an automated form application for the Avaya Aura® Experience Portal (AAEP) platform that simplifies data collection while making it easy for respondents to fill out reports, surveys and other types of forms. INI Audio forms addresses companies data collection needs from lead generation and administration, all the way through to inventory and sales

INI AudioForms allows an organization to automate the process of gathering information and frees up staff to focus on higher level activities.

“Another effective solution that Safelite has used for several years is an INI LaunchPort and routing engine technology that determines if the call number is assigned to an active work order, and if it is, it sends the call directly to the market to speak with a local service representative.”

– Brian O’Mara, Vice President of National Contact Centers

Minimize paper forms Automate data collection Increase accuracy of data

collection Collect data from any location Reduce respondent time & effort Simplify transcription process

INI AudioForms™

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