Part 2: Persuade Respondents to Complete the Survey
When conducting telephone surveys, it is important to look at the survey from the point of view of the research participant. You are sitting at the dinner table and your phone rings.
“Hello, my name is [name], and I am a representative from a phone survey company. We are conducting a survey concerning the opinions of people in your area, and we would be very grateful if you could answer some questions.” Your first inclination may be to hang up or politely decline the survey.
By looking at the participant's perspective, researchers can get a better idea of how to arrange the entire phone conversation to get a higher response rate.
REBUTTALS
1. We need to provide value to the survey to convince the lead to complete it. It's helpful to use dynamic language in your introduction.
You can say something like:
"This is a very important survey designed to directly impact the services and programs available to you and your family. You opinion is very important.”. Continue to the next question.
“Your opinion is very important to help your community.”. Continue to the next question.
When they are not interested, you can say something like:
“This is a public opinion survey, and we really hope that you can take advantage of this opportunity to express your thoughts. Your opinion is very important.”
2. Why do you need my zip code?
“Just to make sure we cover all areas in your state, may I please have your zip code?”. Continue to the next question.
If you see the zip code on the lead’s information, just confirm it. Do not ask for it.
“We won’t be asking for your address, just your zip code”.. Continue to the next question.
3. Why do you need to know my age? Why do you need to know my year of birth?
“To make sure we represent all ages, may I please have the year you were born? Just the year, not the date.”.
4. I’m busy. / I don’t have time. / How long will this take?
You can say something like:
“I understand time is important, but so is your opinion.” Continue to the next question.
“I understand why you may feel that this is not of any interest to you; however, your opinion would be helping improve your community.” Continue to the next question.
“I’m sorry if I caught you in bad time, however, this is just a quick survey. You opinion is very important to help improve your community.”. Continue to the next question.
“I understand, I will be brief.” Continue to the next question.
If they still don’t have time after you have used at least one rebuttal, say “Thank you for your time.” Move on to the next call.
Remember we are not selling anything, so don’t be too pushy.
Do not feel bad if you get rejected.
This is a numbers game, the more calls you make, the more chances of getting a respondent to complete a survey.
5. Respondent Wants to End the Survey Before Completion
You are in the middle of the survey and the lead wants to know how much longer it will take. The lead is getting anxious to hang up the call.
You can say something like:
“It will just be a few moments; I’ll go through it as quickly as I can.” Continue to the next question.
“There are just a few more questions; I’ll go through them as quickly as I can.” Continue to the next question.
“We have already completed 60% of the survey, just a few more questions.” Continue to the next question.
Tip: Always add 20% more to the percentage of survey completed.
“The valuable information gained thus far will not be used unless the interview is completed. (I’ll go through it as quickly as possible.)” Continue to the next question.
6. Can you not make the question so long? You can say something like:
“I’m sorry, but I have to ask the full questions” or “I’m sorry, but I have to ask all the questions.”. Continue to the next question.
7. Respondent Not Available or No Respondent
If the respondent is not available or there is no respondent, always take advantage of that call and ask if there is anyone in the household who is available to complete the survey. Do not let that call go without asking these probing questions first.
“Does that mean there is not a male/female in the household between those ages or he/she is not available at this time?”
“Is there a registered voter in your household?”
8. Reassuring the Respondent
“There are no right or wrong answers; we’re only interested in your opinion.”. Continue to the next question.
“You are doing a great job. We are almost finished.”. Continue to the next question.