Q: Who is Ann Michaels & Associates?

A: Ann Michales & Associates has been in the customer experience industry for over 12 years. We started back in 1998 with core services that included mystery shopping and customer feedback services. As our clients' needs changed, we expanded our services to include employee feedback surveys, social media monitoring, and social media marketing services. We believe that by offering this combination of services, we offer clients a robust and holistic program to evaluate, monitor, and improve their customers' experiences.

Q: How long does it take to get the results from a phone or web based feedback survey?

A: The results are real-time, so when a survey is completed, it is immediately available for review. You can designate multiple key people within your organization to receive email notifications as surveys are submitted.

Q: How are the customers or/and employees invited to participate in a survey?

A: The invitations can come in several different forms. Among the most popular are emails, trailers on invoices or receipts, or a link on your webpage. Whatever you choose we can help!

Q: Can call centers use your survey product?

A: Yes. We can offer automated surveys after telephone conversations are conducted through the use of a "hot transfer" survey program. Your employee would transfer their participant into an 800 number and then hang up. The participant would then go through a phone survey that would be placed into your online suite immediately available for you to view.

Q: What are the benefits of 1-800Feedback compare to other survey techniques?

A: There are many benefits, including:

• The costs are lower

• The results are immediate

• It enables prompt handling of customer/employee complaints

• Higher response rates than standard surveys

• No interviewer bias or lost surveys

• The reporting system can compare results across locations, regions, or even managers.

Q: What are the unique features 1-800Feedback offers?

A: Our 1-800 feedback program offers many benefits, including:

• Customers can respond to the invite 24/7; when the time is right for them.

• Over 30 languages are available.

• We offer an infinite number of branches, skip patterns, or triggers.

• We can digitally record the caller’s comments or suggestions.

• You can review the comments or suggestions by simply calling in.

• Modifications of the survey can be made at anytime.

• An 800 number is provided to anyone in the US, Canada, or the UK.

Q: How long should a survey be?

A: Ideally, surveys should be no longer than 15 questions or no more than 5 minutes long. If they are longer, you run the risk of respondent dropping off in the middle of the survey.

Q: If we are using a phone-based survey program, how is the script developed?

A: A dedicated Account Manager from Ann Michaels & Associates will work with you directly to ensure the script follows your company standards and "personality." Once you approve the script and questions to ask, we handle the recording. The standard voice is male, but for an extra cost it can be recorded in a female voice.

Q: Is there a way to be immediately informed of a poor score?

A: Yes, we can set up a trigger for a score under a predetermined percentage. This trigger will then email or fax a person that there is a low score allowing for quick, personal follow-up.

Q: Do we pay for surveys that are incomplete due to drop-offs?

A: No, you only pay for completed surveys.

Q: How long does it take for a survey to go ‘live’?

A: After the survey is approved by you, it takes 1-3 weeks to get the survey up and running. It normally depends on the type of reporting and the length of the survey.

Q: Can a survey have a point or scoring system?

A: Yes, you can assign all or just some of your questions points. Each survey is assigned an overall percentage, with report card style grading. With the point system you can easily see improvements or areas that need attention, as we offer a series of analytical reports that are available on our system 24/7.

Q: Do you offer analytical reports?

A: Yes, our system offers upwards of 25 different analytical reports at your fingertips. Once you become a client, you will be provided with login information to access these reports. Don't have time to run reports? Just let us know and we'll be happy to run these on your behalf and send them directly to you via email.

Here are some of the benefits of our analytical reporting system:

•Our reports are on a secure site and you determine who gets access to what.

•Each employee that you choose to have access can have their own password.

•The reports are colorful, easy to read graphs and percentages.

•There is the availability of over 20 analytical reports that will do the digging and compare results for you.

•You can choose to compare locations, districts, or even employees or managers.

•The reports can easily be emailed to others or exported to an excel spreadsheet with a click of a button.

Q: What is Social Media Monitoring (SafetyNet)?
A: Click here for more information 

Q: How do I get started and how do I receive more information?

A: Simply call 1-866-703-8238 or email us.