Intelligent Telephone Based Customer (ITBC) Surveys

Intelligent Telephone Based Customer (ITBC) Surveys require the use of experienced staff. They are most appropriate for gaining access to valuable customer feedback, where customer are too small or geographically diverse to undertake a field survey.

Paramarq’s consultants have extensive, real world experience and are qualified to MBA level. In order to ensure they can discuss intelligently the issues facing customers. The surveys start by building an understanding of your business. This ensures they are they are fully briefed on your organisation: its products, culture, systems and shared values

We then spend time talking and listening, intelligently, to your customers. Building an understanding of their issues and concerns. Our approach will provide you with a viewpoint that is unlikely to be available to you directly. We explore both customer perceptions and the associated underlying issues.

Interviews tend to be semi-structured to ensure that issues from one interview can be carried over to others and use a more open style of questioning. ITBC surveys can provide more valuable soft information than CATI or web based surveys. .

The main limitations with ITBC interviews are:
•  They can be subject to disruption
•  The time made available by interviewees to complete telephone surveys may be limited
•  The interviewee may not be easily distacted
•  It is more difficult to gain access to the more important levels of information over the phone than with a face to face survey.
•  The sample may be biased by gatekeepers or socio-demographic factors such as: class, education and workplace seniority.
•  The interviewee may not be concentrating on the survey

If you would like more information on Paramarq’s ITBC Surveys contact us.