Dare to ask
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Espoo, Finland
+358 44 240 1619
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.
We operate with the help of an extensive and reliable network of subcontractors, so we are able to flexibly carry out surveys in different languages. Our clients include international companies with operations in different countries. To avoid language barriers, we recommend that the interview be carried out in the local language if you are not sure about your English level.
The people selected for our projects are experienced professionals working in the B2B field, who represent your brand credibly and are able to embrace even the most complex communication goals. The interviewer's communication style and interview method strongly affect the response rates and the quality of the responses.
We recommend a sufficient sample size to collect a reliable NPS score. Traditionally, the recommendations are as follows: Business-to-Consumer (B2C) companies: at least a 40% response rate.
Business-to-Business (B2B) companies : at least 60% response rate.
A high response rate helps reduce sampling bias and improves statistical reliability, so that NPS results better reflect the experiences of the entire customer base. The goal is specifically to get responses from target customers who are relevant to the business. It is worth noting that although it is worth collecting a sufficient number of respondents for the NPS score, we do a lot of qualitative interviews, which can be done with a very small sample. This can be, for example, contacting representatives of certain carefully selected segments when considering the development of a service or product or an even more specific development target. The number of respondents in such a case could be, for example, 25.
Hyvä asiakastyytyväisyyskysely on sellainen, jonka voi toistaa vuosittain. Näin saadaan vertailtavaa dataa. Mukana voi olla myös "villejä kortteja", jotka eivät toistu vuosittain. Suosittelemme sisällyttämään väittämiä, esimerkiksi asteikolla 1–5 sekä avoimia kysymyksiä, joilla voimme selvittää sellaisiakin asioita, joita emme osanneet suoraan kysyä. NPS kannattaa kerätä kyselyn lopussa, mutta tärkeintä on selvittää, miksi ja miten asiakas arvioi suositteluastettanne. Kysy lisää ja suunnitellaan juuri teidän tarpeillenne sopivin kysely. Meillä on vahva kokemus erilaisista toimialoista ja liiketoimintamalleista, joten osaamme auttaa kannattavan kyselyn suunnittelussa ja teemme prosessista teille helpon ja sujuvan. Autamme esimerkiksi asiakasviestinnässä ja tulosten esittelyssä.
Osalle asiakkaista teemme laadullisten puhelinhaastattelujen lisäksi myös digitaalisia kyselyitä, esimerkiksi projektien päätteeksi tai tietyn projektin vaiheen päätyttyä. Digitaaliset kyselyt ovat hyvä työkalu säännölliseen seurantaan, mutta koska niiden vastausprosentit ovat usein matalat, suosittelemme käytettäväksi kerran vuodessa myös syvällisempää haastattelumetodia.
Riippuen otannan koosta, suosittelemme varaamaan aikaa noin kuukauden. Tavoittelemme jokaista henkilöä noin viisi kertaa, sillä kiireiset ihmiset voivat olla lomilla tai sairauden vuoksi pois. Parhaan vastausprosentin saamiseksi on tehokkainta lähestyä ihmisiä säännöllisesti, mutta ei häiritsevästi useita kertoja päivässä.
“From the first meeting, we knew that we wanted to proceed with the survey with Rog Partners! Essi had such good insights and clear expertise in designing customer surveys. It made an impression, and Essi's cheerful and cheerful style immediately gave us confidence that customers would definitely enjoy the interview Essi conducted.”