Voice Surveys

The Voice Survey option does not require any special number to be configured, but it is an outbound survey only. This option is set up in the Multi-part Message Page. The customer will need to record an introduction message and then they can record up to 5 survey questions.  BrightArrow does not support TTS(Text to Speech) for the messages – the messages have to be recorded, and the response is a single digit DTMF (Numbers 0 – 9) to each.

How do people respond to this type of survey?

The recipient's only chance to respond is when they answer the call as it is going out. Calls that go to voicemail are ineligible to be responded.

When the recipient answers the call they will be presented with the recording and then they can respond by pressing the corresponding number (0-9) on the keypad.

How do I sent out a survey?

Once created surveys get sent the same way you would send out a regular voice message. Simply click send now from the list that contains the survey and the system will call the desired recipients and deliver the survey.

How do I get the results of the survey?

The results show up as a regular report. Unlike the Text Survey, the report does total up the values for the responses. To total up the responses, the report can be exported as a .xls file and then opened in Excel or a similar spreadsheet application.

Do I need a special dedicated phone number for the survey?

No, the voice survey feature is not one that requires a special phone number be dedicated for it's use. This means you do not need to wait for us to set up a new phone for you to send a Voice Survey

How do I set up a survey?

1. Go into the list you wish to send the survey from
2. Click New Message to start over or Edit Prior Message if you wish to start from a previous survey
3. In the message sending options pick ONLY Voice Call
4. Voice Call has 3 options, choose Multi-part Message
5. The Multi-part Message page should now appear. You must start with a recorded voice greeting introducing the survey. Text-To-Speech (TTS) is NOT an option for voice surveys.
   1. Select Recorded Voice from the options on the right
   2. Click Add Message Part
   3. Choose if the system is calling you or if you are calling the system
   4. If the system is calling you, enter a phone number for the person who will be recording the greeting
   5. Click Record Message
   6. Our system will call the phone number and go through the prompts to record the message.
6. Add your first survey question
   1. Choose Survey Digital Answer from the options
   2. Click Add Message Part
   3. Enter a phone number for the person who will be recording the greeting
   4. Click Record Message
   5. Our system will call the phone number and go through the prompts to record the message.
7. Repeat step 6 up to 4 more times to add your other survey questions. You can have up to 5 survey questions.
8. There is no need to add a closing message. The system will automatically append "Your response has been confirmed, than you" to the end of your survey

Support mentioned DTMF, what's that?

Dual tone  multi-frequency (DTMF) is  the sounds or tones generated by a telephone when the numbers are pressed. These tones are transmitted with the voice channel. DTMF is used to control automated equipment and signal user intent, such as the number they wish to dial. Each key has two tones at specific frequencies

Basically DTMF is what we used to call touch-tone dialing. Even though we don't hear those tones on our smart phones (although you can change a setting to make that happen) the numbers pressed on a smart phone will still trigger the DTMF response for the survey purposes.

Are there other survey types?

BrightArrow also supports sending a survey with a text message. This option requires a new dedicated phone number.  Once we purchases a dedicated phone number and configure it for the you, the survey can be enabled on the Settings page of a list. To enable that feature on the Settings page, enter the phone number, and enter the keywords that recipients can enter.  Then the survey can be started and the system starts recording all texted responses in a Survey report that shows in the Reports page. The survey can then turn off from the same Settings page. Please contact support if you wish to use this option.