- Specializing in Creating Customized IVRs, Voice, SMS, Chat and HIPAA Compliant Secure Message Applications
Specializing in Creating Customized IVRs, Voice, SMS, Chat and HIPAA Compliant Secure Message Applications
Automated Phone Surveys for CSAT, NPS and Customer Feedback
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Healthcare Solutions
If you're in healthcare, you owe it to yourself to learn how you can make your everyday business processes more efficient and save money at the same time. We can help in automating many of your routine and repetitive tasks, including Patient Engagement surveys.
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Transportation Solutions
If you're in the transportation business, you can automate many of your routine tasks like package notifications, surveys, collection calls and more. Improve your customer satisfaction by extending your service hours without extending your costs.
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Automated Survey Programs Built for Real Business Workflows
IVR Lab helps organizations run customer feedback, research and patient or member survey programs across voice, SMS and secure messaging.
Use the platform directly, have our team manage the program, or split responsibilities between both teams. Surveys can be scheduled, triggered automatically, connected to existing systems through APIs and webhooks, and configured around the reporting, routing and security requirements of the organization.
Survey Design That Goes Beyond a Recorded Questionnaire
Build structured surveys with rating scales, multiple choice, yes/no questions and open-ended responses. Add conditional branching, skip logic and different follow-up paths based on earlier answers, respondent type, language or outcome.
IVR Lab can help create and maintain the survey flow, or your team can manage it directly through the platform.
Key Features
- Inbound and outbound survey programs
- Voice, SMS and secure messaging options
- CSAT, NPS, CES and other rating formats
- Conditional branching and skip logic
- Open-ended voice comments with recording and optional transcription
- Multilingual survey flows, with additional languages available as needed
- Real-time access to responses and raw data exports
- APIs and webhooks for integration and automation
- Local and toll-free number options
- Managed, self-service and hybrid operating models
- Custom reporting, workflows and integrations
- Security controls for regulated environments, including HIPAA compliant workflows and SOC 2 practices
Customer Satisfaction (CSAT)
Customer Satisfaction (CSAT)
Measure satisfaction after a transaction, service event or customer interaction.
Emergency Management
Emergency Management
Vital for crisis communication, these surveys collect and disseminate critical information during emergencies, enhancing response efforts.
Market and Member Research
Market and Member Research
Run structured research programs with multiple question types, open-ended feedback and multilingual paths.
Net Promoter Score (NPS)
Net Promoter Score (NPS)
Collect recommendation scores and follow-up feedback while preserving the underlying response data for your own analysis.
Customer Effort Score (CES)
Customer Effort Score (CES)
Measure how easy or difficult a customer found a process, interaction or task.
Clinical Surveys
Clinical Surveys
Essential for healthcare providers, these surveys collect patient feedback and health data, contributing to improved medical services and research.
Post-Interaction Surveys
Post-Interaction Surveys
Trigger a survey after a call, appointment, delivery, service request or other defined event.
Patient and Participant Feedback
Patient and Participant Feedback
Support healthcare, research and patient engagement programs with appropriate security and privacy controls.
Patient Engagement
Patient Engagement
Our HIPAA compliant patient engagement system allows anyone from a one location practice to large hospitals to efficiently administer surveys
Versatile Question Formats for Comprehensive Feedback
A survey can combine structured questions with open-ended feedback. Common formats include rating scales, Likert-type scales, multiple choice, yes/no questions and recorded comments.
Intro Message: This initial greeting sets the tone, respectfully requesting the client’s participation in the survey.
Structured Questions: The survey progresses through a series of pre-determined questions, tailored to the specific goals of the survey.
- Rating Scale Questions (0-9): Quantitative assessment of opinions or experiences.
- Likert-Type Scale (1-5): Measures the degree of agreement or disagreement.
- Semantic Differential (0-9): Captures the connotative meaning of respondent’s perception.
- Multiple Choice: Offers a range of pre-set answers for quick and easy responses.
- Dichotomous Questions (Yes/No, True/False): Simple, binary-choice questions for clear, decisive answers.
- One Open-Ended Question: Allows for detailed, narrative responses, providing depth and context.
Repeat Options: Ensures clarity and allows respondents to reconsider their answers.
Additional Options: Including message taking or call transferring for further engagement or action.
This structured approach ensures that each survey is comprehensive, user-friendly, and yields high-quality data for insightful analysis.
The question types can be combined with branching and skip logic so respondents only hear or receive questions that are relevant to them.
View our Frequently Asked Questions.
Branching, Skip Logic and Multi-Leg Survey Flows
Not every respondent should hear every question. IVR Lab supports conditional survey logic so the next question or action can depend on what the respondent already told you.
That makes surveys shorter, more relevant and easier to use, while allowing one survey program to support different audiences and outcomes.
- Route detractors and promoters to different follow-up questions
- Skip questions that do not apply to a respondent
- Create different paths by segment, language or campaign
- End a survey, collect a message or transfer a call based on an answer
- Use different follow-up logic for specific scores or responses
Reporting You Can Use Anywhere
Use IVR Lab reporting for day-to-day monitoring, or export the underlying response data for use in your own analytics, BI, CRM or reporting environment.
For NPS and other scored programs, IVR Lab can calculate the score while preserving the underlying responses so your organization remains free to analyze the data in the platform of its choice.
If you need a report, dashboard, export, data field or calculation that is not already available, talk to us. Customization is a core part of the platform.
Run It Yourself, Let Us Manage It, or Split the Work
Different organizations need different levels of support. Some clients want full platform access and manage their own survey activity. Others want IVR Lab to create surveys, oversee schedules, monitor campaigns and handle changes. A hybrid model can divide those responsibilities based on your internal team and process.
The operating model can change as the program grows.
Automation and Integration
Surveys can be launched from scheduled campaigns or triggered automatically from business events. APIs and webhooks can be used to pass reference data, start survey activity, receive status updates or connect response data with other systems.
For higher-volume programs, automation reduces manual file handling and allows the survey to become part of the operational workflow rather than a separate task.
Multilingual Survey Programs
Survey respondents can be routed into the appropriate language by selection, by data provided with the campaign, or by program rules. Languages can be added based on the audience and project requirements.
Examples include Spanish, French, Russian, Arabic, Portuguese, German, Chinese, Hindi, Farsi, Armenian, Korean, Filipino and Vietnamese. Open-ended comments can also be recorded, transcribed and translated where required.
Built for Larger Survey Programs
IVR Lab supports high-volume survey programs with configurable reporting, integration options, multilingual delivery and the operational controls larger organizations require. Security capabilities include HIPAA compliant workflows, SOC 2 practices, encryption, access controls and configurable data handling.
Talk to Our Team
Show us how your survey program works today, or describe what you want to build. We can help determine the right combination of channels, automation, reporting and management support, then demonstrate the platform using a workflow that is relevant to your organization.