IVR data collection continues to surprise me. Before explaining why, let’s take a step back and let me quickly explain what data collection via IVR looks like. An IVR survey consists of a series of pre-recorded questions, administered via phone. As an example, a “likelihood to recommend” question could be asked as follows:
How likely would you be to recommend [brand X] to a friend or family member on a scale of 1 to 5, where 1 means “Not at all likely to recommend” and 5 means “Extremely likely to recommend”? Please press any number between 1 and 5.