In my opinion, it potentially refers to the process of measuring and comparing the effectiveness of voice-based surveys against certain industry standards or best practices. It often involves evaluating the key performance indicators (KPIs) of voice surveys, such as completion rates, response accuracy, participant engagement, and overall satisfaction. By benchmarking, organizations can understand how their voice survey systems perform relative to others in the market, identify areas for improvement, and enhance the quality of data collection.
Here are some common aspects of voice survey benchmarking:
1. Response Time: Evaluating how long it takes for participants to complete a voice survey, and how this compares to typical industry norms.
2. Completion Rates: The percentage of respondents who finish the entire survey. This can help gauge whether the survey is too long or whether the voice interaction is engaging enough.
3. Data Quality: Assessing how accurate and useful the collected data is, and comparing this to industry standards or benchmarks for data integrity.
4. User Experience: Collecting feedback on how participants felt about the ease of use, clarity of the voice prompts, and overall satisfaction.
5. Drop-off Rates: Identifying where participants tend to abandon the survey, which can provide insights into any problematic stages in the survey flow.
6. Voice Recognition Accuracy: Benchmarking how well the system can accurately interpret responses, especially when dealing with various accents, speech patterns, or noisy environments.
7. Engagement Metrics: Measuring how participants interact with the system, such as repeat participation or engagement across different segments.
To benchmark voice surveys, organizations might use data from their own surveys over time and compare it with public benchmarks or data from industry leaders in voice technology, ensuring they are staying competitive and improving user experience.
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Suryavesh Sahani
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Original Message:
Sent: 11-05-2024 15:02
From: Rob Eckert
Subject: Voice Survey Benchmarking
My company is going to be implementing post call voice surveys. One of our clients (that we provide contact center service for) is inquiring what kind of benchmarking we will be doing against the net promoter score that the survey will generate.
Just looking to see if anyone out there uses a benchmarking service (such as Medallia) and if so, whom?
#ConnectwithaCustomer(NEW)
#Unsure/Other
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Rob Eckert
AVP
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