As already announced in the last post, today we will be talking about the implementation of your CX study.
In principle, we offer various options for conducting your CX study. If you are keen to conduct the survey in your own system, you can of course program the questionnaire yourself and provide us with the relevant links for integration into our CATI tool.
However, let’s assume that you would like to hand over the entire implementation to TEMA-Q.
In the first step, we will take care of programming the questionnaire previously agreed with you. If it is a (partial) online survey, we will of course be happy to take your corporate design specifications into account so that the connection to your company is immediately apparent to the respondents.
For the rest of the process, we now assume that it is a CATI survey, i.e. your customers will be interviewed by our interviewers on the telephone.
Before we start the survey, our interviewers are trained by the respective project manager for your specific CX study. They receive relevant background information that they may need for any queries from respondents and are made aware of any special features of the study. If any problems arise during the course of the project or if we notice any minor errors in the implementation, we counteract these directly with individual follow-up training so that we can always offer you the highest data quality.
The next step is the actual field phase. You provide us with customer addresses (in some cases we also obtain the required addresses, e.g. if it is a competition study) and we begin with the interviews. Thanks to the many years of experience of our employees, we are able to cover even complex topics in the surveys and thus obtain detailed reports from your customers on the strengths and weaknesses of your products or services. Unlike online surveys, where study participants can skip free text fields or only fill them in superficially, our interviewers are trained to ask specific follow-up questions and thus obtain more in-depth answers and explanations.
When we have reached the number of interviews agreed with you in advance, the field time ends. This concludes the implementation phase.
The next step is to transcribe and code the open answers. You can find out exactly how this works in the next article.
Take a look at our LinkedIn profile at https://www.linkedin.com/company/tema-q/ to gain exciting insights into the world of customer and employee experience in the future.
If you have any questions about these or other topics, or would like a live demo version of ClaralytiX via video conference, click here to make an appointment or contact us.