News & Views


Every time a customer interacts with your company, they have a pre-conceived expectation of how the product or service they receive will be. Expectations will typically be formed based on past experience, both with your company, and other similar companies they have dealt with in the past. Where experience is lacking, customers will make assumptions about what they expect. When these expectations are not met, the consequences on satisfaction are devastating.

“The number you have reached is no longer in service.”

“The mobile customer you are contacting is currently unavailable.”

What do these 2 statements have in common? They are both likely to be deemed “Not-in service” (NIS) by an autodialing CATI system.  If you are calling mobile numbers beware!

Have you ever wondered how you can get a greater number of people to respond to your email survey invitation?

One of our clients recently approached us with this problem. Together we discussed various changes that could be made to their email invitations in order to increase response rates. They implemented many of our suggestions and saw their response rate more than double from 6% to nearly 14%.

Some of the changes implemented included:

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