Face-to-Face Interviews
Trained interviewers talking to your customers in person, where a form would not get the answer.
There are things people will not type into a survey. A face-to-face interview reaches them — the hesitation before an answer, the reason behind the rating, the customer who would never open an email but will talk for ten minutes at a mall entrance.
Interviewers are trained in probing technique, which is the entire difference between an interview and a spoken questionnaire. A first answer is usually the socially acceptable one; the second and third are where the finding is. Probes are written into the guide and interviewers are briefed on when to use them and when to stop.
Where a concept, a pack, a price list or an advertisement needs to be shown, stimulus materials are prepared and presented in a controlled order so that responses stay comparable across interviews.
This method reaches demographics that digital research systematically misses: older customers, lower-literacy respondents, and workers whose day does not include a screen. In Qatar that is a substantial part of several customer bases, and a digital-only programme quietly excludes them.
Interviews run in Arabic, English, Hindi, Urdu, Malayalam, Tagalog and Nepali, with the interviewer matched to the respondent rather than the other way round.
The criteria, before we start.
Written against your own service standard, weighted with you, and agreed in writing before any fieldwork is commissioned.
Stages, with the time each one actually takes.
Write the guide
1 week
Question order, probes and stimulus sequence, drafted in every language the study will run in.
Brief and pilot
1 week
Interviewers are briefed together and pilot the guide; wording that fails in one language is fixed before the wave opens.
Fieldwork
1–4 weeks
Intercept, in-home, or at your location. Quotas are monitored daily against the agreed sample frame.
Coding and analysis
1–2 weeks
Responses coded to a frame built from the data, not imposed on it, and reported with representative verbatims.
What you receive.
- Full interview guide as fielded, in every language used
- Achieved sample against quota, by language and location
- Coded responses with the coding frame supplied
- Representative verbatims quoted in the original language and in translation
- Audio recordings where the respondent consented
Where this service does the most work.
Questions we are actually asked.
Arabic, English, Hindi, Urdu, Malayalam, Tagalog and Nepali as standard. Others can be arranged with notice. The interviewer is matched to the respondent, not to a translation.
Written probes, a fixed question order, a joint briefing, and a pilot before the wave opens. Interviewers are debriefed during fieldwork and a proportion of interviews are back-checked.
Yes, either at your location or from a list you supply, subject to the consent your customers gave when you collected their details.
Three fields.
Tell us roughly what you need and a person will reply. No form-fill sequence, no drip campaign.
Let's elevate your customer experience
Ready to uncover the truth about your customer experience? Our team is ready to design a fully customized program tailored to your operational goals, customer journey, and business objectives.