“We don’t know what customers think of us.”
Market research and regular feedback straight from the phone - with the option to ask why. Instead of a single number you get reasons you can work with.
What stands behind it
Instead of data you have impressions from a meeting and whatever one angry client happened to say. Where do you recognise yourself?
Research is easy to run. It is hard to run in a way that lets you decide on the result.
When a customer says “it is fine”, the agent asks why. That second question is what separates usable data from a number you can do nothing with.
The follow-upcaptures what a form never willAn online questionnaire is filled in by the most enthusiastic and the most annoyed. The middle, where loyalty is decided, stays silent - and that is exactly who we reach by phone.
Higherresponse rate than onlineThe script is verified on a small sample first. A question that reads logically on paper can confuse people on a call - and skewed answers cannot be fixed afterwards.
Pilotbefore the full study runsThe agent sells nothing during research. Only then does the customer answer openly - and you get a real opinion rather than a polite brush-off.
Neutralquestions with no leadingA hundred free-text answers are not data. We categorise them, so you can see whether it is price, support availability or one specific feature - and which weighs most.
Categoriesinstead of a hundred loose notesA one-off NPS is a number without context. Only regular measurement shows the trend and whether the change you made actually worked.
Trendmore valuable than a single figure
A score of eight out of ten tells you nothing.
The sentence that follows “and why?” changes the whole brief.
Method is one thing. The other is whether you have anyone to talk to and anyone to make sense of it.
We also run customer lines, phone sales and collections. So we know what dissatisfaction sounds like on a real call before it ever reaches a survey – and we can set the answers in the context of the whole customer lifecycle rather than in a spreadsheet.
Research only matters when it leads to a change. That is why we do not hand over raw answers but sorted reasons with a recommendation on what to address first - and after the change we repeat the study so you can see whether it worked.
To begin we run a pilot with metrics agreed in advance. Afterwards you do not have promises, you have figures from your own project - and you decide on that basis whether and how to continue.
Our research methodology rests on the fact that the most valuable information about a product and a market comes up in ordinary calls – in complaints, in questions before a purchase and when somebody cancels. We record and categorise that information systematically.
When you need an answer to a specific question, we add a targeted research campaign – with a tested script, neutral questions and no sales agenda on the call. The output is not a table of answers but sorted reasons and a recommendation on what to address first.
A one-off NPS is a number without context. With regular measurement you can see whether the change you made actually worked - and that is the only way to separate real improvement from a good feeling. We set the interval to the length of your customer cycle.
“Quality, flexibility and technological innovation put CreditCall among the very best in telemarketing. We are glad to work with them.”
Our sales manager Janka gets in touch and we go through your commercial goals together. Within a few days you have a tailored solution - free and without commitment.
We prepare the wording, you approve it and we test it on a small sample. On those results we settle the phrasing and start fieldwork.
You get sorted reasons and a recommendation on what to address first. After the change we repeat the study so you can see whether it worked.
An online questionnaire is filled in by a fraction of customers – usually the most enthusiastic or the most annoyed. The middle, where loyalty is decided, stays silent. By phone we achieve a significantly higher response rate and, crucially, we can follow up: when a customer says “the service is fine”, the agent asks why and the answer becomes usable.
It depends on the size of your customer base and whether you want the results broken down by segment. For a pilot we usually start with a sample in the hundreds of contacts, which is enough for a reliable picture. We propose the exact scope around the decision you want to base on the data.
Questions are worded neutrally, with no leading towards a preferred answer, and agents have no sales target during research. You approve the wording and the order before launch. Calls are recorded, so you can check at any time how a question actually sounded.
NPS is a single figure expressing what share of customers would recommend you. It is worth it when measured regularly so you can watch the trend – a one-off number with nothing to compare says nothing. The most valuable part, though, is the follow-up question “why did you give that score”, because that is what tells you what to fix.
We do not recommend it on the same call – the customer senses a sales pitch and the answers stop being usable. What we do often is this: research reveals a specific need, and that contact is then approached by the sales team on a separate call.
You see interim data during fieldwork, not only at the end. A standard study starts two to four weeks after signature – in that time we prepare the script, test the questions on a small sample and settle the wording.
Leave us your details - we will go through your goals and put together a tailored proposal. Free, without commitment and without a salesperson chasing you.
CATI, NPS and Quality Calls - methods, target groups and pricing.
SolutionRetention calls that find the real reason for leaving and offer a way to stay.
SolutionsKeeping up with customers, flat sales, unpaid invoices or admin.