How to run a customer survey by phone: questions, call order and what to do with answers
Sado AI team · · 4 min read
In short
A phone survey is made one to three days after a purchase or service and takes no more than two minutes. Ask permission first, then ask three questions at most: one a score from 1 to 5, one open. If the score is low, ask why and have a manager call the same day. Record answers as fields and review the totals weekly. An AI voice operator can make these calls in Uzbek and Russian and export the answers to Excel.
Why survey by phone
Few customers answer a survey by text or Telegram, and those who do just tap a number. On the phone the customer gives the reason: “three, because the installer left dust everywhere”. You learn about the problem before a bad review or a complaint, and have time to fix it.
When to call: one to three days after delivery, installation or the service. The customer still remembers and has already used the product.
How to build the questions
| Question | Answer type | Why |
|---|---|---|
| Did the order arrive at the agreed time? | Yes / no | Checks delivery and technician schedules |
| How satisfied are you, from 1 to 5? | Score 1–5 | One number to compare week to week |
| What should we improve? | Open answer | Reasons the numbers don’t show |
| Would you recommend us to friends? | Yes / no / not sure | A sign the customer will come back |
Pick three at most. Every extra question drags the call out, and customers start answering the last ones without thinking. Keep one topic per question: don’t ask “How were the installer and the delivery?”.
The call, step by step
- Introduce yourself, mention the purchase and ask permission: “May I ask three quick questions? It takes two minutes.” If they’re busy, ask when suits them.
- Ask the questions one at a time and note the answer in the customer’s own words.
- If the score is low, ask why, apologise and say who will call. Don’t promise a discount or refund on the spot.
- Say thank you and end the call. Don’t turn the survey into a sales pitch.
Sado: Assalomu alaykum, this is Malika from Bahor Texnika. Nilufar, we installed an air conditioner for you last week. May I ask three quick questions? It takes two minutes.
Caller: Fine, go ahead.
Sado: Thank you. From one to five, how satisfied are you with the installation?
Caller: Three. The air conditioner works well, but the installer drilled the wall and left the dust.
Sado: I’m sorry about that; I’ve noted it. Our manager will call you today. One last question: would you recommend us to friends?
Caller: For air conditioners, yes.
Sado: Thank you for your feedback, Nilufar. Have a good day!
What to do with the answers
- A manager calls everyone who scored 1–3 the same day.
- Every week, review the average score and the open answers: the same complaint three times isn’t chance.
- Pass each comment to a specific person or team: installer, courier, checkout.
- For example: 200 calls in a week, 140 answered, average score 4.4, “left dust” mentioned 9 times. These numbers are only an example; track yours the same way.
Handing surveys to an AI operator
In the portal’s Auto-calls section you pick “Survey”, write the questions and upload the buyer list as an Excel file or take it from your CRM. Sado’s operator talks with each customer in Uzbek or Russian and records every answer in its own field. More: AI outbound calls.
Results download to Excel, and you can ask the Yordamchi assistant “who gave a low score this week?”. You pay only for talked minutes: for example, 300 calls × 1.5 minutes = 450 minutes × 800 = 360,000 so‘m. Pricing. Try it live.
Questions
How long should a survey call be?
Up to two minutes. Three questions and one follow-up “why?” fit in that. If you need a longer survey, ask the key questions by phone and send the rest as a link.
Should we promise a bonus for answering?
Not necessarily. A customer who sees they were heard and the problem was fixed is won over more than by a bonus. If you do give one, mention it at the end, not the start.
Whom may we call with a survey?
Customers who bought from you or used your service, about that purchase. If someone says “don’t call me”, remove the number: Sado doesn’t call such a number again.