Customer satisfaction is the heart of a brand, directly influencing customer loyalty, future purchases and bottom line. In a fast-paced world where emails go unread and social media ads are quickly ignored, a phone call offers a personal connection to customers.Qualitative interviews can be used to complement digital surveys, allowing for a more in-depth discussion. For example, the customer can be asked how they would develop the service, what new services or product features they would be willing to pay for, and how they see the added value compared to competitors.Valuable interactions engage customers and increase customer loyalty. As a third party, the conversation is honest and the NPS score collected is objective.The effectiveness of phone interviews relies on trained interviewers who master the art of asking and listening. Open-ended questions allow customers to share their thoughts in their own words, which can reveal pain points related to the customer experience.By combining qualitative and quantitative research, telephone interviews allow for in-depth data collection before a larger quantitative survey, providing a more comprehensive overview of customer satisfaction.