CASE STUDY
Use an unbiased approach by outsourcing your customer satisfaction telephone survey to More Than Words Marketing
By using a telephone approach to a customer survey we achieved 78 fully completed surveys from 40 hours of calling.
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A national client approached us following a decision that had been taken internally to use an external company to carry out an annual satisfaction customer telephone survey.
This was a time sensitive task which needed to be completed with full reporting in less than 4 weeks. The reporting from the survey also needed to show NPS scores.
They had identified around 100 customers who used enough of their products to be able to provide answers to the in depth questions which had been approved.
From these customers, they needed to achieve at least 70 fully completed surveys.
The client had no experience of outsourcing any marketing function, and were understandably cautious about appointing an external company to communicate with their current clients.
By using our specialist survey software together with Google Workspace we were able to provide the client with access to real time results whilst the campaign was live.
Upon receiving the customer data our client advised us that after analysing their data they suspected that some of the contact information may not be current.
With this in mind we decided that our telemarketing team would take a flexible approach to the customer telephone survey calls, and arrange a call back at a convenient time to ensure maximum participation in the survey.
They would also check all current information held, and update information where applicable during the call.
At the end of the campaign we would be able to provide the client with both a PDF report containing the results and NPS scores, along with a full and comprehensive spreadsheet of all individual survey answers.
In addition they would also receive a spreadsheet of fully updated information which could be reimported into their CRM system.
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Our client found the experience of outsourcing a telephone survey to More Than Words a simple and straightforward process
They felt we had exceeded their expectations on the results generated, and found our flexible approach refreshing.
The extra added value we gave by updating their current customer information during calls would be of benefit to their sales and customer service staff moving forward.
Due to the success of this campaign, we are discussing other areas in which we can provide outsourced sales and marketing support.
If you would like to discuss carrying out a telephone survey contact 0330 0108300.
On behalf of myself and DOM UK, thank you to Clare and the team for making our customer survey process as straight-forward as possible. Reached out to the company after finding them using a Google search and was contacted back straight away. They used expert knowledge to help set-up our survey to achieve the best result possible. Would recommend and will be using More Than Words Marketing again.
More Than Words Marketing Ltd
Baltimore House,
Baltic Business Quarter,
Gateshead,
NE8 3DF
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