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Customer Side Form
This survey explores customer experience when contacting businesses via calls. (~2–3 mins)
Section 1: Calling Behaviour
1. Have you called a business before making a purchase?
*
1. Have you called a business before making a purchase?
A
Yes, Frequently
B
Yes Sometimes
C
Rarely
D
No
How many times were your calls unanswered?
*
How many times were your calls unanswered?
A
Almost never
B
Sometimes
C
Often
D
Very Often
Section 2: Behaviour and Insight
What do you do when your call is not answered?
*
What do you do when your call is not answered?
A
Call Again Immediately
B
Wait for callback
C
Switch to Whatsapp/Message
D
Contact another Seller
E
Drop the product
Have you ever not bought something due to poor call response?
*
Have you ever not bought something due to poor call response?
A
Yes, Multiple times
B
Yes, Sometimes
C
No
D
Not Sure
What Frustrates you the most when calling a business?
*
What Frustrates you the most when calling a business?
Call not Answered
Long wait Time
Confusing IVR
Unhelpful Response
Language Issues
Being Redirected
Other
Section 3: Deep insights
How often do you feel frustrated while calling a business?
*
How often do you feel frustrated while calling a business?
A
Many Times
B
Sometimes
C
Rarely
D
Never
Describe your recent frustration experience
*
What all matters most to you while calling a business?
*
What all matters most to you while calling a business?
Instant Response
Clear Response
Human Interaction
Professional Behaviour
Simple Process
Why is this important for you when Buying?
*
If a business responds instantly via automation, how do you feel?
*
If a business responds instantly via automation, how do you feel?
A
Completely Fine
B
Little Uncomfortable
C
Neutral
D
Prefer Human Only
Submit
