vSurvey: Automated surveys over phone calls

vSurvey or Voice Survey is a method of conducting automated surveys over voice calls. vSurvey is a computerized service that allows you to dial out to any number of people and conduct surveys without having to go to the field. You can ask three different types of questions:

  1. Multiple Choice Questions: Such questions require the person being surveyed to choose one of many options presented to him/her. The answer is entered by pressing a button on the phone. The results of such questions are presented to you in a Pie Chart on the vSurvey analytics dashboard. An example of such a question is:

    What is your gender? For male press 1, or For female press 2

    vSurvey also provides automated input validation for multiple choice questions that ensures that the user has entered a valid choice. In case an invalid choice is entered, the user is informed about it and the question is presented again to the user.

  2. Numeric input question: Such questions require the person being surveyed to enter a numeric answer. The answer is entered by pressing buttons on the phone followed by the ‘#’ key. The results of such questions are presented to you in a Bar Chart on the vSurvey analytics dashboard. An example of such a question is:

    What is your age? Please enter your answer by pressing
    buttons on your phone followed by the hash or the pound key.

  3. Audio input question: Such questions require the person being surveyed to speak his/her answer on the phone. Such questions are generally used to collect qualitative information from the person being surveyed. An audio of the answer recorded is made available to you on the vSurvey analytics dashboard. An example of such a question is:

    Please provide feedback on what services you would like
    to receive from us?

Depending on your requirements you can conduct surveys in three different ways. Each of these three ways have their own benefits and limitations.

  • The first way is to call out to a list of phone numbers and conduct the survey. Here you can provide Gram Vaani with a list of phone numbers and Gram Vaani will make the automated callouts. The advantage of this method is that there is no need to have a field presence to conduct the survey and the complete exercise can be done quickly. However, one limitation is that the people you call out may not be expecting your call or may not be in a position to take your call. The problem can be partly alleviated by sending an SMS or an automated intimation call that will inform the person that a call for the survey will be made to him/her.
  • The second option is to advertise a phone number among the population you want to survey. People can call in to that number and take the survey. While this reduces the call cost that you have to bear and also ensures that the people willing to take the survey are calling in, advertising a phone number may not always be practically possible. Also, the people you want to survey may not be willing to bear the cost of the calls.
  • A third option is that in response to the call made by people, the system disconnects the call and makes a callback call. This method allows you to bear the cost of the call and still allows people willing to take the survey to initiate the call. However, this method still requires you to advertise the survey phone number.

Survey Prompts

In order to successfully execute a survey the following audio snippets are required, which are played out to the caller during the survey. Such audio snippets are referred to as prompts. These prompts are required in addition to the actual questions.

File Name Description Sample Audio
survey_welcome.mp3 This is the first prompt played after the call is connected. The prompt should contain a welcome message, some information about the purpose of the survey (if needed) and the number of questions in the survey. Specifying the number questions will help the caller gauge whether he/she has the time to take the survey.
survey_record.mp3 This prompt is played just before recording for an audio question begins. Typical content of this prompt is “Please record your answer after a beep. After recording press * to continue.”  
survey_validate_announce.mp3 This prompt is played before the answer given by the caller is played back to him/her for validation. Typically the prompt contains “You have answered”. After this the actual answer of the caller is played. If the answer is given through key presses then the audio for the numbers are played out.
survey_digit_0.mp3 This file contains the word ‘zero’ in the language of the survey.
survey_digit_1.mp3 This file contains the word ‘one’ in the language of the survey.
survey_digit_2.mp3 This file contains the word ‘two’ in the language of the survey.
survey_digit_3.mp3 This file contains the word ‘three’ in the language of the survey.
survey_digit_4.mp3 This file contains the word ‘four’ in the language of the survey.
survey_digit_5.mp3 This file contains the word ‘five’ in the language of the survey.
survey_digit_6.mp3 This file contains the word ‘six’ in the language of the survey.
survey_digit_7.mp3 This file contains the word ‘seven’ in the language of the survey.
survey_digit_8.mp3 This file contains the word ‘eight’ in the language of the survey.
survey_digit_9.mp3 This file contains the word ‘nine’ in the language of the survey.
survey_choice_unavailable.mp3 This prompt is paid when the choice entered by the user in a multiple choice question is unavailable. Typically, this file contains the audio “This choice is invalid. Please listen to the question and try again.” The multiple choice question is repeated after playing this prompt.
survey_validate_choice.mp3 When you choose to get the user to validated by the caller, vSurvey plays back the answer recorded/entered by the caller and asks if he/she is happy with the answer. This asking is done by playing this prompt. The user is asked to press 1 if he/she is happy with the answer else he is required to press 2 at which point the question is repeated. Typical content of this prompt is “If you are happy with your answer press 1, else press 2 and listen to the question again.”
survey_thank_you.mp3 This prompt is played at the end of the survey. It should appreciate the caller’s time and have any additional contextual information you may want to deliver to the caller.