When translating your paper or web-based survey into an IVR-friendly script, try to re-write it as if you’re the caller. What would keep you engaged and interested in continuing? Remember that your participant will need instructions. What is common sense in a paper or web-based survey may not be in an IVR survey – so be sure to provide detailed instructions.
Here are a few examples of how to format your survey and provide simple yet detailed instructions for the participant:
Thank you for taking the time to complete this survey. It will take no more than a minute and a half of your time – we value your opinion.
The information obtained in this survey will be used by “Company Name” to improve your customer service experience.
This survey is designed to ensure your anonymity and all information obtained will be held in the strictest of confidence.
Please listen to the entire question before responding.
By pressing the numbers on your telephone keypad please rate on a scale of 1 to 5, where 1 is poor and 5 is excellent, your satisfaction with “Company Name” on the following aspects of the call.
If you’d like to have the question repeated, Press 9
If you’d like to repeat the instructions Press 0
How easy is it to contact us?
How well did our representative address your concerns?
Was our representative (or title) professional?
Was our representative (or title) knowledgeable?
To help you successfully execute your IVR survey project, I have written a guide, that you can download for free:
To Your Success,
Barnard L. Crespi
Datatel Inc/Datatel Communications Inc.