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RateNow, GuideTelephone Surveys: What They Are, Their Benefits, and How to Obtain Valuable Insights with RateNow
The strategic lever for capturing qualitative feedback from key targets and integrating an omnichannel vision into a single data platform.
Telephone surveys are a key channel for obtaining in-depth qualitative feedback, especially among segments that are traditionally underrepresented in digital channels, such as older adults, patients in healthcare environments, or users in sensitive contexts. With RateNow, this channel is integrated into a single omnichannel platform that centralizes all customer and employee experience data. In this way, direct conversation is transformed into actionable insights for strategic decision-making.
Diana Bardales, 2025 
5 min 
In a digital environment, the telephone remains an irreplaceable channel for gaining a deep understanding of the why behind experiences—not just the what.
When Proximity and Coverage Are Key Factors
Not all audiences engage with technology in the same way. Older adults, certain professional profiles, or users with low levels of digitalization find the telephone to be the most natural and comfortable channel for expressing themselves. The integration of this specific channel with mass channels (SMS, Email, QR) generates crucial added value because it ensures full target coverage, including those profiles that would otherwise be underrepresented in purely digital measurements, such as people over 80 years old, long-stay patients, users with low digital literacy, or groups in highly sensitive emotional contexts. The phone call provides a unique richness of contextual information, as it allows nuances and emotions to be detected that do not emerge in an online survey.
Advantages of Telephone Surveys with RateNow: Data and Strategy
Telephone surveys with RateNow combine the quality of human interaction with the power of data analysis. Key benefits include:
- Market-leading participation rate: Achieves the highest response levels of any feedback channel, exceeding 70% in many cases (significantly higher than the digital channel average), especially among hard-to-reach audiences or in highly sensitive surveys.
- Greater level of detail and insight: Expert-led conversations go beyond closed responses, capturing the “why” behind the scores—an essential input for operational improvement.
- Strategic Omnichannel Integration in a Single Platform: RateNow centralizes data from telephone, email, SMS, web, and QR surveys into one platform. This guarantees a true 360° customer view, with no information silos, enabling decision-making based on complete feedback.
- Real-time results: Data is recorded and visualized instantly on the platform, eliminating delays and manual processes.
A Team of Interviewers Specialized in Deep Listening
The quality of a telephone survey depends on the person conducting the call. That is why RateNow relies on a team of expert interviewers, highly specialized in in-depth telephone interviewing techniques and qualitative insight generation, with a strong background in social and healthcare environments. This team receives rigorous training based on a shared script, standardized operating protocols, and best practices specifically designed for sensitive contexts. This ensures not only consistency in data collection, but also the ability to capture emotional and cognitive nuances (the “why”) that an automated form cannot detect.
How Do Telephone Surveys Work with RateNow?
The process is simple, structured, and action-oriented:
- Define: The questions, information to be obtained, and objectives are established (satisfaction, incident detection, employee climate, etc.).
- Contact: The RateNow interviewer team contacts users following a uniform, professional script adapted to each profile, ensuring consistency and high-quality conversations.
- Results: Responses are recorded directly in RateNow’s single platform, becoming clear, measurable, and ready-to-act insights in real time.
The Value of Telephone Surveys for Specific Audiences and Situations
While they are fundamental for Customer Experience (CX), telephone surveys are irreplaceable for gathering feedback from very specific targets or in delicate situations:
- Healthcare and Social Care Sector (Hospitals and Nursing Homes): The ideal channel for reaching sensitive or low-digitalization profiles, where personal conversation is key to dignity and data accuracy. Specific Examples: Patients in palliative care or long-term stays, or very elderly users (over 85 years old) who require human and detailed follow-up of their experience after discharge or during treatment.
- Employee Engagement: Essential for assessing satisfaction in companies with operational employees (industry, retail, etc.) who do not normally have access to corporate email.
- Churn Detection and Prevention: Direct conversation with detractor customers (low NPS) identified through other channels is crucial. Platform integration allows an immediate follow-up call to be triggered. A well-managed call not only uncovers the root cause of dissatisfaction, but also opens the door to immediate retention action, preventing customer loss (churn).
The Difference Between Calling and Acting
Today, thanks to RateNow’s technology, every call generates real-time data, visible to responsible teams and integrated with other feedback channels (email, SMS, QR, web) within the same platform. This makes it possible to move from simple opinion collection to a true experience management strategy, where listening translates into improvement and action.
In an increasingly automated world, telephone surveys are a strategic component for ensuring complete and inclusive measurement. Integrating all data into a single platform makes it possible to listen to every segment, transforming direct conversation into decisions, actions, and concrete results.
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