Inbound IVR is most effective when used with a captive or loyal respondent base such as employees or customers, especially when combined with incentives. Respondents are asked to call a toll free number to participate in a survey.
- The toll free number identifies the proper questionnaire and can direct participants to the correct language
- A password or pin number can also be used as a further screening tool
Methods of inviting participation
- Invitation card or leaflet given by recruiter/employer/salesperson/etc.
- Invitation on a sales receipt (point of sale)
- Letter or mail-out
- Phone call – can also be done as an outbound IVR invitation
- Web site
- Social networking site opt-in
Optimal length of the interview
The optimal length for an IVR interview is within 8 minutes.
Participation rates vary, according to subject and respondent database, but are generally lower than standard phone interviews. The rates can improve with proper recruitment and incentives.
- IVR surveys generally require an incentive
- The value of the incentive is proportional to the difficulty of recruitment
- All age groups seem willing to participate in IVR studies
- Specific low-incidence studies where recruiting can be conducted at congregating points (e.g. Opera enthusiasts at the theatre, teenagers at a rock concert, etc.)
- Captive audiences (e.g. Retail customer satisfaction studies, employee studies, identified buyers of new products)
- Follow-up studies for previously conducted telephone interviews
To discuss how inbound IVR can be used for your survey, contact:
Executive Vice President