How do you analyze and report the results of your phone surveys to stakeholders?

1 Define your goals and metrics

Before you start analyzing your phone survey data, you need to have a clear idea of what you want to achieve and how you will measure it. What are the main questions you want to answer with your survey? What are the key indicators of customer satisfaction, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES)? How will you segment your data by customer demographics, behavior, or preferences? Having a clear and consistent framework for your analysis will help you avoid confusion and bias.

2 Use software tools and methods

Analyzing phone survey data can be a complex and time-consuming task, especially if you have a large sample size or open-ended questions. Fortunately, there are software tools and methods that can help you simplify and automate the process. For example, you can use a spreadsheet program, such as Excel or Google Sheets, to organize, filter, and visualize your data. You can also use a statistical software, such as SPSS or R, to perform more advanced calculations, such as mean, median, mode, standard deviation, correlation, or regression. Additionally, you can use a text analysis software, such as NVivo or Qualtrics, to code, categorize, and summarize your qualitative data.

3 Interpret and contextualize your findings

Once you have your data analyzed, you need to interpret and contextualize your findings. What do the numbers and words mean? How do they relate to your goals and metrics? How do they compare to your previous surveys or industry benchmarks? What are the main trends, patterns, or outliers? What are the strengths and weaknesses of your phone survey methodology? How confident are you in the validity and reliability of your results? These are some of the questions you need to ask yourself to draw meaningful and actionable insights from your data.

4 Create and format your report

The next step is to create and format your report. Your report should be concise, clear, and professional. It should include the following elements: an executive summary that highlights the main findings and recommendations; an introduction that explains the purpose, scope, and methodology of your phone survey; a body that presents the data analysis and interpretation in a logical and coherent way; and a conclusion that summarizes the key points and implications of your results. You should also use charts, graphs, tables, or images to illustrate your data and make it easier to understand.

5 Tailor your report to your audience

Your report should be tailored to your audience. Depending on who your stakeholders are, they may have different expectations, interests, and levels of expertise. For example, if you are reporting to senior management, they may want to see a high-level overview of the results and the impact on the business goals. If you are reporting to your team members, they may want to see more details and examples of the customer feedback and suggestions. If you are reporting to your customers, they may want to see how you value their opinions and how you plan to improve your service. You should also use appropriate language, tone, and format for your audience.

6 Share and discuss your report

The final step is to share and discuss your report with your stakeholders. You can use various channels, such as email, online platforms, or presentations, to distribute your report. You should also invite feedback, questions, or comments from your stakeholders. This will help you validate your results, clarify any doubts, or identify any gaps or errors. Moreover, it will help you build trust and engagement with your stakeholders and show them that you care about their satisfaction and loyalty.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?