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Telephone Surveys
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Telephone Surveys

Get to know your customers and what they want through a telephone survey.

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  • Contact Your Existing Customers
  • Experienced Telephone Surveyors
  • Create New In-Demand Products & Services
  • Discover Areas Of Potential Improvement
  • Feedback On Company Performance
  • Track Campaign Progress Online

Why phone interviews are better for data collection and market research than online customer surveys

Companies of all sizes conduct telephone surveys to measure customer satisfaction levels.

They also benefit from:

  • valuable customer feedback on proposed new products and services
  • knowing which areas of after-sales service could be improved, and
  • new sales opportunities which present themselves during calls.

A telephone survey also has clear and valuable brand building benefits. It demonstrates that your company genuinely cares about how clients perceive it and the quality of the products and services offered.

Telephone survey services versus more traditional methods of data gathering

Telephone surveys offer distinct advantages over any other survey method.

Many view the face to face interviewing in shopping centres and major shopping streets as an unwelcome distraction. They are often concerned that the person stopping them to talk is only interested in making a sale.

Web surveys, although convenient, are hampered by low participation rates. With phone interviews the answers to open ended questions during a conversation are more in-depth and expressive.

People filling in an online survey, however, rarely stretch past one sentence when asked the very same questions. It does seem that the personal touch offered by a phone interview really does make the difference.

A telephone survey is more cost effective to finding out more about your clients and your role in their businesses. You get higher engagement levels and response rates from your clients. This result is shown in the answers and information clients give to your questionnaire.

Telephone surveys vs online surveys

According to B2B International, online surveys conducted from contact lists that combine both customers and prospects typically generate response rates of between 2% and 5%.

Meanwhile, the same list will generate 10% – 25% response rates from telephone interviews. Response rates are important, but our clients also benefit from the fact that the survey sample we speak to is highly targeted in the first place.

This means that these high response rates are always coming from the clients and prospects that most benefit your business goals. As part of our survey methodology, More Than Words often creates focus groups tailored to our clients’ campaign goals.

A focus group is a group of people and companies who are likely to be buying products and services from your competitors – that is, they are your potential customers. With this approach, you get to gather information about your potential clients so you can target marketing messages.

We’ll ask prospective clients about their hopes, pain points, price tolerance levels, awareness of companies and more in each of the phone interviews. Our conversations will provide you and your sales and marketing teams with valuable audience information.

Find out what your clients really think

Running a business is hard and finding the time to discover what your clients really think of your products, services, and after-sales support is difficult.

But in clients’ answers lie real opportunities. Customer service surveys are often the most effective way to capture the opinions of clients least likely to respond to other forms of market research.

In addition, online and postal surveys tend to be answered the most by customers who are at either end of your customer satisfaction spectrum. They are either extremely happy with your service, or those with a serious complaint.

A skewed sample can lead to skewed data that can make it difficult to know what the average customer thinks.

Questions to ask in a telephone customer survey could be:

  • What do they like most about your company?
  • Do they feel looked after when they need?
  • Do you take too long to answer calls or emails?
  • Does your product/service still solve problems?

Uncover new product/service opportunities

Your clients, particularly the ones who have been with you for years, understand the quality of the products and services you offer.

But is something stopping them purchasing more from you? Find out with telephone survey research by asking:

  • Which related products do they buy from others?
  • Would they consider buying it from you?
  • What price points would they consider attractive?
  • How many sales would you be likely to make?
More Than Words Note: Find out what happened when this company outsourced their customer satisfaction survey for the first time.

Why should you choose More Than Words for telephone survey services?

To deliver the best results for clients from a phone survey, each campaign must be given careful consideration prior to launch. 

We need to agree with you every aspect of the survey design, including the questions we’ll ask each respondent. Once we understand what you want to achieve from your telephone survey, we’ll be able to advise you on the questions to achieve the outcome you want.

Using our in-house survey software, we’ll then create survey templates. Our trained interviewers will use the template to input the data they collect accurately and quickly.

Generating a high response rate and collecting consistent data quality through telephone interviewing often depends on the script and the order of questions.

Together with the creation of the brief for the interviewer (so that they fully understand the aims of the campaign), we will phrase each question and structure the order of conversation.

Every question asked will be aimed towards the needs and wishes of the survey respondent, as well as our client. This ensures that we are able to keep potential respondents on the phone for as long as we need.

Get live and to the minute campaign updates

For More Than Words, transparency is paramount to providing the highest possible return. You’ll be able to track your campaign in real time and access full notes from all calls made on your campaign

  • Log in live to monitor campaigns progress
  • No technical expertise needed to use system
  • Meticulous, detailed notes from every conversation
  • Full survey report showing NPS scores
More Than Words Note: Did you know we can also offer a telephone market research service? Contact us to find out more.
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Outsource your telephone survey

Take an unbiased approach to your customer satisfaction survey and outsource to a telephone survey company.

To find out more about conducting phone surveys with your clients and customers, please call us on 0330 010 8300 or fill out the contact form. 

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Google Reviews

Michael Peake

Excellent Quality Data delivered promptly with great service. Has been a huge help during the current pandemic and will be using them regularly. The best I have ever dealt with. Account Manager Lisa Kinghorn is an asset to the business. Great company with superb customer service.

Paul Thomas

We've recently worked with Scott. He was outstanding from our initial conversation, through to data acquisition and subsequent email marketing campaign. I have nothing but good words to say about him, the company and the service they provided. I should add that we were a little hesitant before agreeing to work with Scott due to a bad experience with another provider. He was extremely empathetic towards our predicament and ultimately guided us through the onboarding and service delivery. He clearly knows he's stuff.

Chris Brown

Having a very specific need for B2B marketing we decided to use More than Words. We spoke to Clare Tweed who was very knowledgeable and made the whole process very easy. Clare is easy to speak with, happy to help and I  could not recommend her enough, she got our order sorted very quickly and delivered to us as agreed. A huge thank you to Clare and the team at More Than Words.

Tom Grainger

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.

Read More Google Reviews
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FAQ'S

Telephone Surveys

Do you require trained interviewers to get the best results from telephone surveys?

Trained interviewers are better at creating more positive responses from potential respondents on each call.

For the past decade, most of our researchers have graduated from customer service and telemarketing backgrounds meaning that they’re better able to steer conversations in a way which doesn’t affect the opinion of your customers to the telephone survey we’re conducting

What are the advantages and disadvantages of telephone surveys?

In our experience, the main phone survey advantages are accurate data collection and the ability to leave the people we speak with on your behalf with a positive impression of your company.

As with all other phone survey providers, the main disadvantage is getting through to clients in the first place to conduct their telephone interview. In addition, time is a factor – if we keep someone on the phone for more than 5 minutes, then they may begin to view the call as unwelcome. This demonstrates why detailed planning of a campaign is so important.

In your experience, which is the most successful telephone survey approach to take?

Telephone surveys cost money – a telephone survey is one of the most expensive forms of data collection available to a company.

However, what we learn during the telephone calls we make for you will positively influence the future shape, direction, and profitability of your company.

The key to creating the most successful telephone surveys is to know what you want from it prior to launch, making sure that the questions asked are most likely to elicit the information required from clients. Thanks to our survey software, you’ll be able to view in real time the information we’re gathering and, if needed, we can switch course part way through a campaign to either change focus or to focus on particular areas.

Do you use computer assisted telephone interviewing technology on your campaigns?

We don’t used computer assisted telephone interviewing technology on your campaigns. We focus on clear and precise communication with your customers – real human-to-human contact.

Does your number display as a land line telephone number on the phones of people you're contacting?

Yes. The telephone numbers displayed on recipients’ handsets when we call is a landline number – normally an 0191 or 0330 number.

Doesn't interrupting people's dinner make them think less of a company?

As a B2B-focused marketing agency, we only call during office hours normally to the direct dial number we have for them.

Do you require trained interviewers to get the best results from telephone surveys?

Trained interviewers are better at creating more positive responses from potential respondents on each call.

For the past decade, most of our researchers have graduated from customer service and telemarketing backgrounds meaning that they’re better able to steer conversations in a way which doesn’t affect the opinion of your customers to the telephone survey we’re conducting

Do you require trained interviewers to get the best results from telephone surveys?

Trained interviewers are better at creating more positive responses from potential respondents on each call.

For the past decade, most of our researchers have graduated from customer service and telemarketing backgrounds meaning that they’re better able to steer conversations in a way which doesn’t affect the opinion of your customers to the telephone survey we’re conducting

Do you require trained interviewers to get the best results from telephone surveys?

Trained interviewers are better at creating more positive responses from potential respondents on each call.

For the past decade, most of our researchers have graduated from customer service and telemarketing backgrounds meaning that they’re better able to steer conversations in a way which doesn’t affect the opinion of your customers to the telephone survey we’re conducting

Do you require trained interviewers to get the best results from telephone surveys?

Trained interviewers are better at creating more positive responses from potential respondents on each call.

For the past decade, most of our researchers have graduated from customer service and telemarketing backgrounds meaning that they’re better able to steer conversations in a way which doesn’t affect the opinion of your customers to the telephone survey we’re conducting

Do you require trained interviewers to get the best results from telephone surveys?

Trained interviewers are better at creating more positive responses from potential respondents on each call.

For the past decade, most of our researchers have graduated from customer service and telemarketing backgrounds meaning that they’re better able to steer conversations in a way which doesn’t affect the opinion of your customers to the telephone survey we’re conducting

Do you require trained interviewers to get the best results from telephone surveys?

Trained interviewers are better at creating more positive responses from potential respondents on each call.

For the past decade, most of our researchers have graduated from customer service and telemarketing backgrounds meaning that they’re better able to steer conversations in a way which doesn’t affect the opinion of your customers to the telephone survey we’re conducting

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