Interviewers – The heart of every successful CX study
The best insights come from combining technology and human sensitivity. But the quality of the interviewers remains an often-overlooked success factor!Interviewers are not just “question-askers”, but the key to creating the right atmosphere and empathy that enables authentic feedback. The skill is to give respondents space to express their opinions, while at the same time sticking to the given questions to ensure that the results can be compared.
Why are interviewers so crucial?
- Sensitivity and empathy: A good interviewer reads between the lines and recognizes emotional nuances that mere numbers do not capture.
- Experience and discipline: CX interviews require careful adherence to the given questionnaire, while at the same time establishing a good connection with the respondent.
- Flexibility within the framework: An experienced interviewer knows how to respond flexibly to answers without leaving the question at hand.
- Professionalism: A confident interviewer recognizes when the right moment has come to ask deeper questions within the given structures and when he should withdraw in order to leave enough space for the respondent.
At TEMA-Q, we place particular emphasis on the quality of our interviewers. The majority of them have been working for us for many years and can thus draw on a wealth of experience.
When we employ new interviewers, we place a strong emphasis on thorough training. In addition, there are regular refresher training sessions and, for new projects, the respective project management always provides an extensive introduction to the specific content and background of the survey.
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.
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