Whether on the road or on the couch, automated phone surveys are the simplest, quickest, most comfortable feedback method for customers (Erich’s drive-thru experience is a good example). Customers of Mindshare’s clients often choose to use their phone to take surveys; including customers of QSRs (fast-food), fine-dining restaurants, insurance providers, and retailers. Businesses often receive higher survey “take rates” with phone surveys.
Automated phone surveys allow you to rant and rave to a company without an awkward exchange between you and another person. You can let it fly! Plus, neither your hands nor your eyes are busy while responding to a phone survey. In fact, I JUST took a phone survey while I wrote that last sentence! That’s how simple they are!
Open-ended “unstructured” feedback via phone surveys provides so much insight into your operations when combined with traditional multiple choice, “structured” feedback. But unstructured feedback needs to be seen/heard by the people who can use it: the manager or regional supervisor. Unfortunately, they don’t have the time to listen to every audible feedback response, analyze those responses, track them for further research, and still do their regular duties.