Every telephone interview conducted by Consumer Contact is digitally recorded. Using our unique Voice of the Customer (VoC) retrieval system, we can monitor and analyze CATI interviews on a question by question basis.  With VoC, we are able to investigate the “conversations” around selected questions, providing qualitative insight within a quantitative vehicle. Where relevant, we can provide you with respondents’ comments around a given question. This can be especially useful for questions such as “likely to recommend” or questions where the quantitative data is providing unexpected results.

As well, VoC provides you with 100% verifiable data which can be especially critical on customer surveys and certain B2B studies.

Internally, Consumer Contact employs VoC to ensure the highest level of quality in the industry through accelerated interviewer training and improved operational efficiencies while continuing to provide the most comprehensive capabilities to our clients.