The following cases illustrate how STARSurveys technology has solved difficult problems for our clients.

• Employee Attitude Survey—How do I administer multiple versions of a survey to a large organization and ensure every person takes the correct version?
• Call Center Survey—How can I initiate a survey that is user-friendly while still giving me the information I need to make changes in my organization?
• Employee Survey—How can I decrease my incentive budget without decreasing participation?
• IVR (Interactive Voice Recognition Survey) Survey—How do I maintain control of my budget when fees are hard to predict?

PROBLEM: How do I administer multiple versions of a survey to a large organization and ensure every person takes the correct version?

A consulting company (our client) was hired to conduct an employee attitude survey for 33,000+ employees of a large multinational corporation. The survey consisted of a set of core questions all respondents were to answer. It also contained a set of questions that varied according to the division and, in some cases, the department to which the respondent belonged. The survey needed to be
delivered in the United States and Canada both in English and French.

SOLUTION:

STAR created a STARSurveys™ application that enabled participants in both countries to call a single 800 number, select the language of their choice, and indicate their division and department. Using this information, our system instantly created a survey consisting of the proper questions in the chosen language and led the respondent through the survey.

Because the survey was quite long (from 98 questions in one division to 142 in another), we programmed the application to allow respondents to hang up at any point in the survey. They could then call back at any time and pick up right where they left off. They could do this as often as needed to complete the survey without sacrificing anonymity. > Back to top

PROBLEM: How can I initiate a survey so that is user-friendly while still giving me the information I need to make changes in my organization?

A major financial institution contacted us to develop a satisfaction survey process for one of their call centers. Senior executives at the company wanted accurate satisfaction measures, delivered in real time, and sort-able by various demographics. In addition, they wanted to use the survey process to identify and help save disgruntled customers.

SOLUTION:

STAR designed and created an IVR survey process that:

• Allowed calls to be transferred from the call center without the caller ever knowing they had left the call center;
• Automatically tabulated survey answers as customers responded to the survey and posted results in online reports.
• Enabled executives to sort results by customer service representative, call center, product line, division and overall totals according to their organizational responsibility.
• Constantly monitored each survey. If the scores met any of several criteria for disgruntled customers, STARIVR immediately offered the caller the opportunity to be connected with a manager to resolve the issue.

PROBLEM: How can I decrease my incentive budget without decreasing participation?

One of the big three telephone companies turned to us to conduct their annual employee survey. They have a tradition of providing incentives but needed to decrease their incentive budget without adversely impacting participation.

SOLUTION:

STAR created an IVR survey process that also included an incentive award process. We programmed our system to flag every 100th caller and after the caller had completed the survey, we notified the caller that they had won the incentive and gathered the appropriate information. STAR managed the entire incentive process, including delivering the incentives to the winners. The company received a lot of positive feedback about the immediacy of the new incentive process. They were able to lower their incentive budget without losing participation. > Back to top

PROBLEM: How do I maintain control of my budget when fees are hard to predict?

A potential client called STAR because of issues with their current IVR vendor. The Vendor was providing adequate service but the fees charged by the vendor were hard to predict and occasionally included surprises. It was hard for the company to make a firm budget and come in on, or under budget with each project. Their bill included per minute charges for participation, maintenance fees and other line items that varied from month to month.

SOLUTION:

STAR revised the bid for their job, using our straightforward pricing model. They found that STAR could not only save them money, but the bid and the final bill were exactly the same. The company switched to STARIVR and gained control of their budget. > Back to top