The document outlines various automated survey methods provided by Opinion8, focusing on telephone, web, and SMS surveys. It details ten effective techniques for conducting surveys, including post-contact IVR surveys, outbound IVR surveys, and SMS surveys, emphasizing their automation to reduce agent bias and improve participation. Additionally, it highlights the accessibility of web-based surveys and offers contact information for further inquiries.

1. Opinion8 Survey Types
Get the specifics on our telephone,
web and SMS surveys.

2. The ten best ways to survey people automatically by phone
Source: Opinion8
Automated Telephone Surveys
Here, your agent invites a caller to take part in an automated survey during a
telephone call with your company. If the participant accepts, the agent simply
transfers the call to the Opinion8 telephone surveying system. This can be done
on calls to or from your company or organisation.
1. Post­contact telephone IVR surveys (agent invitation)
2. Post­contact telephone IVR surveys (invitation by message)
The caller is informed by an automatic recorded message (before being
connected to the agent) that your organisation is running a caller survey and if
wishing to participate, should ask the agent to put the call through at the end. In
this way, the participants are self­selecting which helps combat ‘agent cherry­
picking’ of calls. This method can be used in combination with others.

3. The ten best ways to survey people automatically by phone
Source: Opinion8
Automated Telephone Surveys
Callers to your company are asked by recorded message whether they would
like to participate in a survey at the end of their calls. Those who elect to do so,
press a specified key on their telephones. Once the participant’s conversation
with the agent is finished, the call is automatically routed to Opinion8’s survey
system. This method facilitates survey participation unbiased by the agent as
the agent does not know which caller will be surveyed.
3. Post­contact telephone IVR surveys (stealth mode)
4. Post­contact telephone IVR surveys via call back
This method allows callers to request a call back so that they can participate in a
survey. Once callers leave their details they are called back either immediately
or some time after their call finishes, so that they can participate in the survey.

4. The ten best ways to survey people automatically by phone
Source: Opinion8
Automated Telephone Surveys
In this scenario, the caller calls the survey line directly, without previously
speaking to your call centre or organisation and without being transferred by an
agent. Typically the caller has been advised of a freephone number which he or
she has then called at a convenient time.
5. Caller­accessed inbound IVR telephone surveys
6. Outbound IVR telephone surveys (agent invitation)
Here, a member of your organisation invites callers to take part in an outbound
survey during their interaction with your business. If the participants accept the
invitation to take part, automated surveys to those callers are initiated shortly
after. Opinion­8′s survey system is also sophisticated enough to recognise
answer machines and will leave a suitable message in those instances.

5. The ten best ways to survey people automatically by phone
Source: Opinion8
Automated Telephone Surveys
If you want to survey your customers’ levels of satisfaction with your call centre,
this method has the enormous benefit of requiring no agent participation or co­
operation. It is, in the main, entirely automated and works by performing an
automated IVR call to the customer to conduct your survey.
7. Automated outbound IVR telephone surveys
8. IVR telephone surveys (email invitation)
These surveys are very useful for surveying employees who may have access to
email but not the Internet. The email will usually carry a freephone number of the
survey for the participant to call. Additionally, the email can carry a reference
number to identify or categorise the participant.

6. The ten best ways to survey people automatically by phone
Source: Opinion8
Automated Telephone Surveys
On this occasion, the participant is invited by letter or other piece of fulfilment to
participate in a survey by way of a freephone telephone call. Other invitation
methods could include a poster, advertising, word­of­mouth or a radio or
television advertisement.
9. IVR telephone surveys (invitation by written/ printed
or verbal communication)
10. IVR telephone surveys (invitation by SMS message)
Participants can be invited by text. Conveniently, in this method, the text
message is stored and available on the device used to make the call to the
survey line.

7. How to survey using the worldwide web
Source: Opinion8
Web­based Surveys
A link is made available on your company’s website or Intranet, enabling visitors
to your site to participate in a survey.
Web­based surveys: open feedback link on websites
Pop­up surveys on websites
Web surveys can be popped up in front of visitors to your company’s website or
Intranet.

8. How to survey using the worldwide web
Source: Opinion8
Web­based Surveys
Web­based surveys (invitation via a link from an email)
Emails carrying a link to your web survey can be sent to prospective
participants.
Web­based surveys (invitation by written/ printed or verbal
communication)
It is possible to communicate the URL (link) of your survey to prospective
participants by a number of other methods. You could consider a letter, a poster
or a radio or television advertisement.

9. Survey your customers by text message
Source: Opinion-8
SMS Surveys
Solicit a response by sending an outbound message to
the participant
After a response is received, further questions can be sent by subsequent
text messages to elicit further responses.
The survey can be participant­initiated
In this instance, the participant sends feedback in the form of an SMS
message to a mobile shortcode for instance.
SMS surveys allow you to solicit your customers' opinions in an unobtrusive way.
Things that people may be reluctant to express to another person, they would be
more prepared to do via the anonymity of text message.

10. www.opinion-8.com
Say Hello
If you want to ask us any further questions about our survey methods,
please don't hesitate to get in touch as we are happy to help.
Ring Andy Moore on +44 117 398 2349 or +44 7833 470707 or email
us on hello@opinion­8.com to find out how an investment in Opinion­8
can ease the pressures your business is facing every day.