Conversational AI • Last Updated 9/29/2023

How automated phone surveys can benefit your business

Discover what automated phone surveys are, how they work, and how businesses leverage them.


By Emily Bowen

automated phone survey feature image

Surveys are essential for gathering information about your customers, clients, or constituents. However, conducting traditional phone surveys can take time and effort. In this blog post, we’ll explore what automated phone surveys are, how they work, and the benefits they offer.

What are automated phone surveys?

Automated phone surveys are an efficient and cost-effective way for businesses to collect customer data. A computerized system initiates the survey, asks questions, and records responses without a live operator.

Automated phone surveys, also known as interactive voice response (IVR) surveys, are a type of phone survey that uses pre-recorded messages to collect information from respondents. These surveys are typically designed to be short and easy to complete. Respondents use their phone keypads to answer the survey questions.

Benefits of automated phone surveys

Automated phone surveys offer several benefits to businesses, including increased efficiency, reduced costs, and improved data accuracy. A primary selling point is that you can conduct these surveys anytime—without the need for live operators—saving your business time and money. Additionally, automated phone surveys can provide more accurate data than conventional surveys, reducing the risk of human error during data collection.

Cost savings

Automated phone surveys are typically less expensive than conventional surveys, as they don’t require live operators to conduct or paper materials to distribute. As a result, automated surveys can provide significant cost savings for businesses, especially those that need to collect large amounts of data.

Increased response rate

Automated phone surveys can increase response rates by making it easy and convenient for respondents to participate. Unlike traditional surveys, which may require respondents to talk to a representative or fill in answers, participants can complete automated phone surveys quickly and easily at any time.

Increased accuracy of data

Automated phone surveys reduce the likelihood of human error in recording or transcribing responses. Using an automated system results in more accurate data for 3 main reasons.

  1. Consistency: Automated phone surveys are programmed to ask the same questions in the same way every time. This consistency reduces the chances of errors or biases creeping into the data due to differences in how human interviewers ask questions or interpret responses.

  2. Privacy: Respondents may feel more comfortable answering questions honestly when they know they are not speaking directly to a person. This can result in more truthful responses, especially for sensitive or personal topics.

  3. Standardization: Automated phone surveys use pre-determined responses that are coded into the system. This coding allows for quicker and more accurate data collection and analysis.

Since automated survey data is more accurate than data collected by human representatives, the data you end up with is more likely to give you a better understanding of your customers, clients, or constituents.

How automated phone surveys work

Automated phone surveys are relatively easy to set up and can be customized to meet the needs of your business. To create an automated phone survey, you’ll need to record a series of questions that will play for respondents. You can then use phone survey software or a voice API to initiate the survey and collect responses.

You must first record your survey questions to set up an automated phone survey. Once recorded, you can upload your questions to your phone survey software and set up your survey parameters, including when the survey you’ll initiate the survey and how many respondents you want to reach.

Automated phone surveys offer several advantages over traditional phone surveys. Unlike traditional surveys, which require a live operator to ask questions and record responses, you can conduct automated phone surveys at any time without human interaction. Leveraging automation—as opposed to devoting employee time to redundant tasks—can save businesses time and money, as well as provide more accurate data.

Automated phone survey use cases

Automated phone surveys can benefit businesses across a variety of industries. By gathering feedback from customers, patients, or students, businesses can improve their products, services, and programs. Additionally, automated phone surveys can help organizations collect valuable customer demographic data, allowing them to better understand their target audience.

Here are some examples of how businesses can leverage automated phone surveys:

  • Gather customer feedback. Identify areas for improvement and enhance customer satisfaction with information from surveys.
  • Conduct market research. Better understand the needs and preferences of target audiences to improve products, services, and marketing strategies.
  • Streamline data collection. Automated phone surveys can be used to collect data from customers or stakeholders on a regular basis. This can help businesses track trends, identify patterns, and make informed decisions based on accurate and timely data.
  • Provide customer support. Automated phone surveys can be used to provide customer support, such as answering frequently asked questions, troubleshooting issues, and providing updates on the status of orders or services.
  • Collect patient feedback. Automated phone surveys can be used in healthcare settings to collect patient feedback on the quality of care they received. This can help healthcare providers identify areas for improvement and enhance patient satisfaction.

Why use automated phone surveys?

One pain point that automated phone surveys can help businesses solve is customer churn. By using automated surveys to gather feedback from customers about their experiences, businesses can identify issues that may be causing customers to leave and take corrective action before it's too late. Automated surveys can also be used to track customer satisfaction over time, allowing businesses to monitor trends and make necessary changes to improve customer retention.

Another pain point that automated phone surveys can help businesses solve is the lack of customer engagement. Sometimes, businesses struggle to get customers to engage with them or provide feedback, which can limit their ability to improve their products or services. Automated phone surveys can help address this issue by reaching out to customers in a non-intrusive way and asking for their feedback. By providing customers with an easy and convenient way to share their opinions, businesses can increase engagement and gain valuable insights that can be used to improve their offerings. Additionally, automated surveys can be customized to target specific customer segments or demographics, which can help businesses better understand the needs and preferences of different customer groups.

In today's fast-paced and competitive business landscape, automated phone surveys provide a cost-effective and efficient way to gather valuable insights and improve customer satisfaction. Whether it's to gauge customer satisfaction, measure employee performance, or gather market research, automated phone surveys can benefit businesses in a variety of ways.

Contact our team of experts to learn more about how Telnyx can help your organization leverage the power of automated phone surveys.

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