Question

Topic: Other

Pricing Models For Telephone Based Surveys

Posted by Markitek on 3/18/2009 at 7:42 AM ET 300 Points
A client wants us to conduct a simple telephone survey of their customers. It comprises twenty questions related to a recent contact experience--new purchase, problem resolution or follow-on purchase. There are roughly 400 calls to make, and these calls are to be made once a quarter. Each call will take between 5-7 minutes to complete.

I'm uncertain what a fair price is.

I'm looking for specific prices (or a price range) you have charged that your clients have felt was a good deal and that at the same time was profitable to you.

Many thanks.
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RESPONSES

  • Posted by telemoxie on 3/18/2009 at 12:13 PM Accepted
    It may be hard to estimate a fair price until you have conducted a number of surveys.

    There are many factors you need to consider. For example, what percentage of these 400 does your client expect you to reach? Some folks will be easier to reach, some folks will be harder to reach, some folks will be impossible to reach... and your costs will go up and up and the required percentage of completed surveys goes up.

    Who you calling? It is easier to get retired homeowners on the phone than CEOs, for example.

    How much time will be required to complete the following the survey calls?

    How experienced does the telephone survey have to be? Can you do with current staff, or will you need to hire and train new staff?

    Some people may not want to spend time to complete a full survey. How does your client react to partially completed surveys, and how willing would you client be to pay for a partially completed surveys?

    There are many questions, and it is impossible to anticipate all possible outcomes. Yet a fair price would be better for you in better for your client, even though we may not be able to accurately predicted in advance.

    If this were my project, I would submit a firm fixed price for a limited number of surveys, possibly charging $10 per completed survey for 20 or 50 or so surveys.

    After completing this pilot program, I would be in a better position to make a good or no-bid decision, and I would be better positioned to offer a reasonable bid.

    I would not expect to make money on the pilot program. Your client might expect that you put in a bit of sweat equity. But I would definitely not sign up for a long-term project without a clear idea of the time involved, costs involved, headaches involved, and administrative support required.

    If you would like to discuss further, click on my profile and send me an e-mail.

    Good luck.
  • Posted on 3/18/2009 at 3:20 PM Member
    The description for the survey you want to conduct is not adequate, we dont know what is the sample (i mean whether a housewife or working profession) because according to that you can estimate the time taken to collect data from each sample.
    The post by telemoxie covers many points, but i want to mention one thing in this case u can not decide upon the cost on per call basis but in case if u can do a pilot survey of some different sort of customer, u can easily average out the time taken and accordingly you can calculate the cost and decide upon the pricing strategy.
    I want to put forward one more thing that you can also apply fixed bid if you can estimate upon the duration to complete the survey and for that too you have to do a pilot research with atleast 30-40 response
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