ISG Service Bureau: IVR Surveys

Interactive Voice Systems can be a great tool for collecting data and can help reduce both the cost and time needed to gather the responses.

Through ISG's service bureau, we  offer an automated method for collecting survey responses 24 hours a day, 7 days a week.

Respondents are invited to call a toll-free number by way of a letter, postcard, receipt, etc. When they call, they hear pre-recorded instructions that guide them through the survey and they respond to questions using a touch-tone telephone.

When to use IVR

IVR is ideally suited for short surveys that are less than 5 minutes in length and have primarily closed-end questions.

A common use for IVR is to obtain customer satisfaction feedback. Organizations can continually monitor patient or customer satisfaction through inexpensive surveys.

Customers can be prompted to call a survey line either through written material (for example, with a bill or invoice) or after speaking with a live service representative. 

IVR Surveys

ISG's IVR questionnaires fully support "branching", allowing a caller's response to determine follow-up questions.

The system will verify that each response to a question is within a pre-determined range and will prompt callers for valid responses if outside the range.

Survey participation can be limited by using unique survey IDs such as account numbers, membership numbers, or telephone numbers.