ShapardResearch's on-site call center means we manage every aspect of your survey.

At ShapardResearch, we do not outsource any portion of the market research process. While other pollsters contract out their phoning to out-of-state call centers, every ShapardResearch survey is carried out from our own call center in Oklahoma City. We handpick, train and supervise each of our interviewers, and we continually evaluate their performances to ensure the greatest possible accuracy throughout every survey we conduct.

Every element of an interview can affect the results of a survey – from the caller’s accent and tone of voice to how he or she reads the questions. Interviewer bias is one of the most sensitive aspects of the data collection process, and care must be taken to minimize its influence.

At ShapardResearch, we understand how to mitigate the effects of interviewer bias. The callers we select to conduct our telephone interviews are thoroughly trained in how to deliver information and ask questions in such a way as will ensure the greatest possible accuracy from respondents. And to see that they get it right, we’re right there when our interviews are being conducted, making sure our standards are upheld from beginning to end.

A researcher who uses an outside call center simply gives up that control and leaves the quality of the poll up to chance.

ShapardResearch conducts extensive training with each interviewer prior to each survey. If your organization depends upon getting straight information about the attitudes, opinions and perspectives of your client, don’t choose a research company that will outsource the calling to a third party.

Your customers, right where you want them: attrition studies from Shapard Research.

Keeping existing customers is a top priority for any organization. In hard economic times, it becomes more important than ever. Companies know bringing in a new customer costs more than keeping an existing one, and in a competitive industry, every customer is crucial. So when a customer leaves, it’s important to understand why.

What specific experiences influenced the customer’s decision to leave? What could your organization have done differently? What company did the customer choose when he or she left you? ShapardResearch can help you turn the answers to these questions into tools you’ll use to keep your customers right where you want them.

Some companies conduct their own research into why customers leave, but they do so at their own risk. The accuracy and relevance of your lost customer’s responses can be damaged by motives at both ends of the telephone. Our unbiased, third-party interviewers will present the survey on behalf of your industry, not your company, so your lost customer will be much more likely to give candid responses. We’ll turn those responses into accurate, relevant data you’ll use to address the issues that influenced the customer’s choice to leave.

Attrition research can benefit membership-based service providers such as banks or fitness centers by helping them understand why customers leave. Did the customer choose another provider? Did he or she quit using the service altogether? And most important: Why?

Attrition research also can benefit retail stores or online sellers by talking to customers whose shopping activity has declined. Did the customer have a bad experience with your product or service? Did your pricing influence a decision to shop elsewhere? With retail businesses, determining true attrition from temporary inactivity is another element our research can identify.

Are you ready to learn how your company can make sure today’s customers are still around tomorrow? Contact us to learn how ShapardResearch can help.