Eliminates the shortfall of online interviewing, which was the lack of interaction. Now, having a live body at the other end of the line allows us to dig deeper than ever before – getting richer, more diagnostic data.
Moderators observe respondent answers during the survey and initiate chats towards the end, just before demographics, giving them the ability to adjust the chat based upon if respondents are negatively/ positively disposed.
Respondents are advised at the beginning of the online survey that they may be asked to participate in a chat – they also have the ability to decline the chat.
“Customer Satisfaction” studies – PROBE has been used to diagnostically assess the customer journey – extensively investigating reasons for satisfaction/ dissatisfaction with their experience.
Attitude & Usage Studies – chats have been incorporated into A&U studies in order to better understand customer behavior, competitive environment, likes/dislikes, differences between various user groups (light, medium, heavy), etc.
“Advertising/Promotional Testing/Tracking” – PROBE chats have helped to further distinguish campaign/executional strengths and weaknesses, overall appeal, motivation, etc. – in order to more confidently assess the impact of advertising/promotions.