Survey Research

Great Outcomes works closely with our clients to create the right survey methodology and questionnaire to meet client needs and goals. Great Outcomes manages all research design, analysis, and client account management relationships including presentations and reporting. We use a specialised survey platform; QuestionPro to facilitate data collection, data storage, and to ensure security and confidentiality.

Contact Great Outcomes now about your customer and staff survey needs.

  • Customer Experience Monitoring

    Great Outcomes’ Research services can manage your end-to-end customer experience measurement and reporting. 

    Great Outcomes can design and manage your customer feedback and monitoring programme to report on your service performance for customers. We use online real-time tools to undertake customer experience research following actual service interactions. These can be completed via your IVR or using our online email survey tool. Self-completion surveys are quick and extremely cost-effective for managing individual, private responses, and to manage large data samples collected from groups such as daily post-call surveys. Responses can be captured through a range of digital formats for customers to engage with the survey data collection process; including private URLs, QR codes, and mobile SMS/Text response on any device (pc, tablet, smartphone). IVR surveys can easily be integrated with a questionnaire in QuestionPro giving our clients more options on how to interact with customers for survey completion.

    Ask usabout Customer Experience Monitoring.
  • Staff Experience Monitoring

    Great Outcomes’ Research services will manage your internal experience measurement and reporting. 

    Great Outcomes is also experienced in managing internal staff survey programmes, and finds self-completion surveys very effective for managing these research needs. Staff responses can be collected though any device; PC/laptop, smartphone (IOS and Android) or tablet.

    As an independent research company, the survey process allows respondents to freely express their responses with complete anonymity resulting in an unbiased, independent report with higher response rates. Analysis and interpretation is completed by Great Outcomes, allowing recommendations for operational changes, improvementsbased on actual survey findings. We work closely with our clients to achieve their aims and goals, with regular results leading to prompt improvement.

    Ask usabout Staff Experience Monitoring surveys.
  • Post Call Surveys

    Great Outcomes’ Research services will manage your customer experience surveys and reporting. 

    Contact center post-call surveys using 8×8 IVR post-call surveys. This is designed as a flexible tool to be offered:

    • Automatically, via IVR
    • Directly by agents, or
    • Independently, as a stand-alone survey

    Types of survey questions:

    You can include a variety of survey questions in formats such as:

    • Scale: Allows callers to respond to questions with a numerical input.
    • Yes/No: Use this question type to prompt for a Yes/No answer.
    • Voice Comment: Allows callers to record and save a voice comment (“We would like to hear your feedback. Please leave your comments.”). You can set up the maximum recording time and the prompt to start recording.

    Measurement categories:

    Gather direct feedback from callers on topics such as:

    • Customer satisfaction: “How satisfied or dissatisfied are you with the overall experience of our service?”
    • Agent performance: “How do you rate the service quality of the agent who served you today?”
    • First call resolution: “Was the issue resolved from your first call or did you have to call more than once?”
    • Net promoter score: “Would you recommend our service to your family or friends?”

    View and analyze survey results using intuitive and customizable charts and graphs. This makes it easy to translate raw data into actionable intelligence.


    Ask usabout Post Call surveys.

Great Outcomes is a Corporate Member of NZ Research Association.

Research Association New Zeland

Contact Great Outcomes now about your customer and staff survey needs.