Transitioning a CSI program from phone to online methodology

A Diesel Engine Manufacturer wanted to add an online component to a twice-a-year telephone dealer satisfaction study of the OEM’s distributors involving approximately 2,000 interviews, to boost a response rate that had been falling for years.

SRI added an online component to the telephone methodology.

Client expected a 10% response rate over the web—the first wave’s response rate was actually over 80%. The client was able to drop the phone component completely and transition to an online only methodology which resulted in:

–Reduced data collection time

–Substantial cost savings

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