Case Study: Improving Response Rates with the Personal Touch of Phone Recruiting

THE CLIENT: Researchscape International

THE INDUSTRY: Market Research [Client: Freight & Logistics]

THE CHALLENGE

Researchscape International was tasked with managing an annual customer engagement and satisfaction study for a high-value freight sector client. Previous studies conducted by another vendor had produced consistently low response rates, limiting the completeness and reliability of the data. To make the findings relevant, actionable, and useful for strategic decisions, the study needed fuller, more comprehensive responses. Without stronger participation, Researchscape risked delivering an incomplete view of customer feedback.

THE SOLUTION

Researchscape International partnered with Qlarity Access to strengthen its data collection approach through high-touch phone recruiting that improved participation and data quality.

• Phone Follow-Up Support: Reinforced Researchscape’s online survey by calling customers who had not responded, giving them the option to complete the survey by phone or schedule a more convenient time.

• Seamless Data Integration: Worked within the existing survey system to capture all responses in one platform, eliminating manual data merging and maintaining consistency.

• High-Touch Response Collection: Conducted respectful, meaningful conversations to gather fuller customer feedback while honoring customers’ time and long-standing relationship with the freight sector client.

THE IMPACT

Qlarity Access helped transform the study into a more reliable and actionable source of customer insight.

• Improved Response Rates: Nearly tripled completed responses from 27 before phone outreach to 74 after implementation, significantly improving participation.

• More Actionable Insights: Produced a fuller, more comprehensive response set which gave Researchscape the ability to deliver insights that were more relevant and useful for decision-making.

• Enhanced Client Confidence: Developed a smoother research process that helped reinforce Researchscape’s value to its clients and strengthened the overall client engagement. 

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