Telephone surveys


The second most utilised quantitative research method after online surveys are phone surveys – sometimes referred to as “CATI” (computer-assisted telephone interviewing). Questionnaires are programmed into software so that the telephone interviewers do not have to worry about any complex routing or filters within the survey – they move seamlessly from question to question. Telephone surveys provide several benefits – we can easily manage quotas, we can probe for fuller responses / deeper understanding, build relationships with respondents (such as senior audiences) and use a broader range of questioning techniques.

We predominantly work with three CATI partners – based in Scotland, Northern England and Southern England – all of whom are multi-lingual and can offer b2c and b2b specialists. We have worked with all three for between 10 and 25 years. They know and understand our demands and similarly to us, comply with strict quality processes and procedures.

  • We select partners based on sector and market experience
  • Interviewers and supervisors all receive detailed written and personal briefings around project objectives and the questionnaire
  • We listen in to interviews as they happen to check everything is running smoothly and as intended

All of this combines to deliver higher response rates and better quality data.

Telephone interviews results

We deliver tens of thousands of telephone interviews each year on behalf of a broad range of clients. We deliver almost 5,000 phone surveys each year for a financial services institution and around 2,500 each year for a Housing Association.

How Mustard helped Morses Club

Morses Club have a need to regularly engage with customers to understand more about their needs and experience of dealing with them across a range of customer journey touchpoints.

Discover how telephone surveys can make a difference to your business

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