Case Study: Multi-Channel Customer Satisfaction Research CATI

Industry: Telecommunications

Duration: March 2024 - November 2025

Service: Fieldwork coordination

The Business Issue

The client sought to understand customer feedback on their services to identify areas for improvement. The feedback scope encompassed multiple touchpoints – from telecommunications service quality to store-front management and digital interactions through automated responses and applications.

The Techniques

CATI
Data was collected using CATI (computer assisted telephone interviewing) methodology, with particular emphasis on capturing verbatims from open-ended questions. Each month, the client supplied us with respondent samples and target quotas. Our role centered on coordinating interviewers with the client and supporting their daily data collection activities using computer assisted telephone interviewing software.

The Results

We successfully assisted the experienced interviewers in troubleshooting system issues as they arose. Through the CATI computer assisted telephone interviewing process, they uncovered valuable insights into customer satisfaction levels across each service category. The findings included specific details about when and where problems occurred, along with comprehensive data on dissatisfaction patterns and incident frequency – all of which we delivered to the client for actionable implementation.