What is a Survey Call? – How to Conduct Effectively?

Imagine you’re at home, and your phone rings📞. On the other end, a friendly voice asks for your opinion on a product that you have purchased recently.

These kinds of calls are survey calls. A survey call completes the gap between consumers🧑‍🤝‍🧑and businesses🏢. A business asks about the product, and a consumer shares their experience.

In this article, we will discuss what a survey call is, its types, how to conduct it effectively, call scripts with examples 📝, and its advantages and disadvantages.

So, let’s get into it. 🚀

🔑Key Highlights

• A survey is a research that collects information from different groups of people to understand their preferences and opinions.

• A telephone survey call is a survey conducted via telephone to learn about customers’ opinions.

• You should start your survey with a polite greeting, give clear instructions to the person taking the survey, ask questions in a logical order, and end with a closing statement.

• During the call, interviewers should stay neutral and fair, also the tone should be neutral, professional, and friendly.

• Survey calls can be a great idea to generate leads for business, also, these calls help to gather valuable insights for researchers and policymakers.

What is a Survey Call?

A survey is a research that collects information from different groups of people to understand their preferences and opinions. During a survey, businesses can ask different questions, such as customer opinions on their product use, customer satisfaction, market research, academic research, and political campaigns.

Surveys are important for businesses, media, government, and schools to collect useful information about their customers.

🔹 Key Purpose of Survey Calls:

• Collect customer feedback

• Conduct market research

• Monitor service quality (call monitoring)

• Gather public opinion, for example, political polls.

• Improve business strategies through CRM integrations

Telephone survey calls are mostly conducted using call centers, CRM integrations, mobile apps, and automated software.

Surveys are of different types, such as telephone survey calls, online surveys, email surveys, and many more. However, the telephone survey is considered one of the most reliable, short, and interactive ways to collect data.

Types of Survey

A survey call is a research method used to collect information from different groups of people to understand their preferences and opinions through telephone conversations.

During a survey call, businesses and researchers can ask various questions to gather data on topics such as customer opinions, satisfaction, market trends, academic insights, and political views.

Here are different types of surveys explained briefly:

1. Telephone Survey call

A telephone survey call is a survey conducted via telephone to learn about customers’ opinions. This method is more interactive and can be considered accurate compared to others. Telephone surveys offer a personal touch to the customers.

This survey allows for real-time interaction that helps the interviewer clarify questions and get insights into client responses.

By directly communicating with the customers, telephone survey calls can provide accurate and higher-quality data. Also, a better understanding of the perspectives of their target audience. This two-way communication helps to get more detailed responses, leading to more honest and thoughtful answers.

2. Online Survey

An online survey is made on the internet and is usually found on a special survey website. It is easy for people to take part because they can click a survey link in an email, on social media, or directly on a website.

Online surveys cost less money, can reach many different people, and can have various types of questions. They also make it easier to collect and analyze data since much of it is done automatically.

3. SMS Survey

An SMS survey is when you send questions to people’s phones by text. These surveys are usually short and meant to get quick answers to specific questions.

SMS surveys can reach many people because most have mobile phones, and texting is a fast and easy way to reply. The questions need to be short, clear, and simple to answer.

4. Email Survey

An email survey means you send survey questions by email or as a link to an online survey. This allows for more detailed questions than SMS surveys.

These surveys can include various types of questions, like multiple-choice, rating scales from “very satisfied” to “very dissatisfied,” or open-ended questions where people can write their own answers.

How to Conduct Telephone Survey Calls Effectively?

Many businesses make survey calls, but simply making calls isn’t enough to get good results. You need to create an effective telephone survey to get accurate results. There are a few things that you should keep in mind while conducting survey calls effectively.

Here are some of the points on how to conduct telephone survey calls effectively:

1. Prepare a good script

Having a good script is important to keep things professional. You should start your survey with a polite greeting, give clear instructions to the person taking the survey, ask questions in a logical order, and end with a closing statement.

A script helps all interviewers ask the same questions, which reduces the chance of miscommunication and makes it easier to compare answers. Using a script keeps the survey short and focused, improving the experience for the person answering and providing better quality data.

2. Have a Clear Objective

Before you create your survey or make calls, consider what you want to achieve.

What information do you need? What questions do you want to answer about your business?

If you have a clear goal, it will help you create better questions to get useful information. Without a clear goal, your survey might not be helpful for making decisions. Also, if you do not have a proper objective, the survey can lead to confusion and maximize the chance of error.

3. Train your employees

It’s essential to train your contact center agents well, as they are important for your organization for surveys. Employees who make phone surveys need to understand the questions, listen carefully, answer different responses correctly, and enter data accurately.

Also, the person who takes the survey must be polite and professional. Good interviewers build a good relationship with the people they question, which helps them get more honest and complete answers, making your survey results better.

4. Make it short and stick with your time duration

Everyone is busy in today’s world, and time is important. Make your survey short and stick to the key questions.

At the start, let them know how long the call will take, and try to keep to that time. By respecting their time, you will have a better chance of them finishing the survey and thinking positively about your organization.

5. Maintain a neutral and friendly tone

During the call, interviewers should stay neutral and fair. The interviewer’s tone should be neutral, professional, and friendly.

They should ask questions that don’t guide the answers or show their own beliefs, as this could affect what the respondents say.

Being friendly can help the respondents feel comfortable, allowing them to think and share their true opinions. It’s important to be professional and polite, even if a respondent seems confused or upset, to keep the conversation positive.

6. Use call management tools

If you do a lot of phone surveys, you can use call management tools to work better and stay organized.

These tools can help you to reduce manual work by leveraging automation. You can dial numbers, start call recording for quality and training for the future, and track clients’ data and preferences by CRM (Customer Relationship Management).

7. Leverage automation

You can take advantage of automation tools to facilitate the survey process. Automation tools can help save time and ensure optimal productivity with the least effort from a data collector.

For example, you can incorporate telephone systems to collect simple data or ask basic questions. You can also automate scheduling callbacks and sending follow-up messages so the team can concentrate on more complicated tasks and analyzing data.

8. Monitor research in real-time

Using call center software or survey apps that show results right away will help an organization understand how the survey is doing.

You can see how many surveys are completed and how many people respond and listen to calls. This helps to make sure everything is going well and to find ways to improve your questions or how the interviewer asks them.

Also, this can help in upcoming surveys. By monitoring surveys in real-time, you can get accurate results.

9. Test and practice before conducting a real survey

Before you send your survey to many people, it’s better to test it in a small group or with colleagues at first. This helps you find any confusing questions, technical problems, or timing issues.

Practicing with the interviewers will also make them feel more comfortable and confident when using the script, which can make your survey better when you run it.

Telephone Survey Call Script with Example

Step 1: Introduction

This is when you first talk to the person. You need to clearly say who you are and why you’re calling. The goal is to see if they have time to answer your survey questions. It’s important to be nice and act professionally from the beginning.

Step 2: Purpose of the Survey

Make sure to explain the survey to the person. This gives the person helpful information about the survey, details about how they might or might not help you with the survey, and gives them a good sense of why their answers matter to you as a researcher. Having the explanation provides more trust in the survey.

Step 3: Confidentiality and Consent

Let the person know that their responses will be kept confidential and only for research purposes. Ask for permission to ask them the survey questions. This is especially useful to ensure the comfortable nature of the survey

Step 4: Survey Questions

This is where you ask the person about your questions to get the answers you need. Ensure your questions ask for information in a clear and easily understandable way. Asking different types of questions can improve the information you obtain.

For example, you can ask for item recommendations on a 5-point Likert-type scale or open-ended questions. Finally, it is important to help ensure you are accurately recording their responses.

Step 5: Closing

Saying thank you politely at the end is important. It shows you appreciate their time and help.

By following these steps, you can perform an effective Survey call.

Here’s what an effective Survey call Script looks like:

Example 1: Customer Satisfaction Survey Call Script

Interviewer: “Good afternoon. My name is [Your Name], and I am calling from [Your Company]. It has come to my attention that you used our [Product/Service] recently. Do you have a few minutes to answer some brief questions about your experience?”

If Yes: “Great, thank you. On a scale of 1 to 5, where 1 is very dissatisfied, and 5 is very satisfied, how satisfied were you with our [Product/Service]?”

(Follow-up based on response):

• (If low rating): “Could you please tell me more about why you weren’t satisfied?”

• (If high rating): “That’s great to hear! What did you particularly enjoy about it?”

“How likely are you to recommend [Your Company] to a friend or colleague, on a scale of 0 to 10?”

“Is there anything else we could do to improve your experience in the future?”

“Thank you for your valuable feedback. Have a great day!”

Example 2: Market Research Survey Call Script

Interviewer: “Hi, I’m [Your Name], I’m calling from [Market Research Company]. We’re doing a quick survey about [General Topic, e.g., your shopping habits, your opinions of new technology]. Are you willing to answer a few questions? It will take about [Estimated Time].”

(If Yes): “Thank you. First, what is your age range? (e.g., 18-24, 25-34, etc.)”

“Which of the following [Product Category/Service] do you use most often? (Provide options)”

“How often do you typically [Activity related to the topic, e.g., purchase groceries online, use social media]?”

“What are the most important factors you consider when [Decision-related to the topic, e.g., choosing a brand of coffee, selecting a mobile phone provider]?”

“Thank you for your time and insights. Your opinions are very important to us.”

Example 3: Political Opinion Survey Call Script

Interviewer: “Hello, my name is [Your Name], and I’m calling from [Research Organization]. We are conducting a brief survey to understand the opinions of residents in your area on current issues. Would you be willing to answer a few questions? It will only take a couple of minutes.”

(If Yes): “Thank you. Are you registered to vote in the upcoming election?”

“Which of the following issues do you believe is the most important for our community? (Provide options like healthcare, education, economy, etc.)”

“Are you currently leaning towards supporting any particular candidate in the [Election Name]?”

“On a scale of 1 to 5, with 1 being strongly disapproved and 5 being strongly approved, what is your opinion on the current government’s handling of [Specific Issue]?”

“Thank you for sharing your views. Your participation is greatly appreciated.”

What is Survey Call Caller ID?

Survey Call Caller ID refers to the number displayed when a surveyor calls a respondent.

Survey call Caller ID should be recognizable and should represent your business. It is best to use the same Caller ID for every Survey call so that even the recipient will know about the upcoming communication before picking up the call.

Using a recognizable or local number improves response rates and prevents calls from being ignored or blocked.

Why Caller ID Matters:

• Increases trust and credibility

• Reduces call rejection and spam filtering

• Improves survey participation rates

Is the Survey Call a Scam?

At present, scammers are searching for the weak target. You can also be the next target of any scammers who are trying to extract your personal information, impersonating survey callers.

Organizations conduct survey calls to get the client’s opinions and reviews on any topic. Where as scammers can create an urgency to get sensitive data, such as credit card details, Social Security numbers, or bank account information.

If someone tries to ask about your personal information, you can confirm that as a Scam call.

Here are some more ideas to know whether the call is a Survey call or a scam:

• If a survey caller asks for sensitive information like your SSN, bank details, or passwords, it’s likely a spam call.

• A vague or generic survey call where the purpose is unclear or the caller avoids your questions is a potential scam.

• Be wary if your phone flags the incoming number as a potential fraud or telemarketing call, as it could be a scam survey.

• A survey call that pressures you to answer questions immediately without giving you time to think is often a scam tactic.

• Promises of unrealistic rewards like large sums of cash or extravagant prizes for completing a survey are strong indicators of a scam call.

• If a survey caller hesitates or refuses to clearly state their name, company, and the survey’s purpose, it’s a warning sign of a potential scam.

Advantages and Disadvantages of Survey Call

Telephone survey calls have both advantages and disadvantages based on the situation. A business can take benefit of Survey calls whereas, on the other hand, it comes with some of the disadvantages.

Let’s check out some of the advantages of Survey calls:

Higher Response Rates: Engaging with respondents directly can elicit a greater willingness to participate compared to anonymous online or email surveys. It also improves customer satisfaction.

More Accurate Answers: Interviewers can clarify questions and ensure respondents understand them correctly, potentially leading to greater accuracy and an increase in validity.

More Exploratory Data: Interviewers can probe for detail and provide follow-up questions, allowing for greater depth of insights.

Disadvantages of Survey Calls:

Costs: Telephone surveys can be more expensive due to hiring and training interviewers, phone charges, and sometimes call center costs.

Interviewer Bias: There is potential for the interviewer’s tone, choice of words, or even unintentional cues, to influence answers from the respondent.

Intrusive and Timely: Respondents may feel the unsolicited phone call is intrusive, and it will most likely not be convenient for the respondent.

Why is a Survey Call Important?

Survey calls can be a great idea to generate leads for business. Not only that, but also these calls businesses, researchers, and policymakers gather valuable insights.

Here’s why a Survey call is important:

Market Research: Businesses use phone interviews to understand customer preferences, buying behavior, and trends, helping them develop better products and services.

Customer Satisfaction: Companies conduct surveys and phone calls to assess customer experiences, resolve complaints, and improve customer success strategies.

Political Campaigns: Candidates and political parties use telephone surveys to gauge voter sentiment, understand key issues, and adjust their campaign strategies.

Quality Control: Organizations listen to recorded calls in order to evaluate customer service agent performance and ensure high-quality interactions.

Data Collection for Research: Colleges, governments, and businesses also utilize survey calls to collect data for social trends, health and well-being, and economic research.

Product Feedback & Innovation: Companies use outbound call surveys to gather customer feedback on a new product, which allows them greater insights into their product improvement and innovation opportunities.

Conclusion

Survey calls are one of the reliable data collection methods to collect the client’s opinions via telephone. Telephone survey call allows two-way communication, which can be beneficial for both caller and recipient to get quick feedback.

Conducting telephone survey calls effectively requires careful planning, a well-structured script, and trained interviewers who maintain a neutral and friendly approach. Also, these calls enhance customer experience with personalized communication.

Overall, survey calls can offer insights into every essential data, from businesses understanding customer needs to researchers analyzing public opinion.

FAQs

What is a survey call?

A survey call is a telephone-based method of collecting information from individuals by asking structured questions to gather data on various topics such as customer satisfaction, market research, or public opinion.

How do I know if a survey call is legitimate?

Legitimate survey calls typically identify the organization they represent, explain the purpose of the survey, and do not request sensitive personal information like Social Security numbers or bank details.

Are survey calls recorded?

Some organizations may record survey calls for quality control or training purposes. However, they should inform you at the beginning of the call if recording is taking place.

Can I refuse to participate in a survey call?

Yes, participation in survey calls is voluntary. You have the right to decline or terminate the call at any time.

Why was I selected for a survey call?

You may have been selected randomly or because you fit certain demographic criteria relevant to the survey’s objectives.

How can I stop receiving survey calls?

To reduce survey calls, you can register your number with the National Do Not Call Registry. Keep in mind that certain organizations, like those conducting genuine surveys, may be exempt from these restrictions.

Can I ask the surveyor questions during the call?

Yes, you can ask the surveyor to clarify questions or provide more information about the survey’s purpose. However, keep in mind that surveyors often follow a strict script and may have limited information beyond the survey content.