Inbound IVR overview

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
• E-mail
• 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

 

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

 

 

Typical applications

 

 

• 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:

 

Randa Bell,
Executive Vice President
819-770-3651
888-323-3651
rbell@surveysampler.com