We start every 60 Decibels project by listening to you about what it is you want to learn. What is the customer impact that you expect this company or organization to have? What do you want to learn about the customers or beneficiaries?
This discovery process is pretty quick – you’re benefiting from our extensive work with similar projects across literally thousands of engagements.
Once you’ve articulated what you want to learn, we will provide you with a short summary of your objectives and a corresponding list of metrics.
(And don’t worry—if you need help refining your thesis, we can easily draw from our own knowledge about what others with similar business/intervention models have chosen to focus on and what hundreds of thousands of customers we’ve listened to have said is most important to them via our Core Insights and Due Diligence work)
After you sign off on that, we’ll turn that metric list into questions and a survey. The surveys we write are typically 30-45 questions, translating into a 10-15 minute phone conversation with the customers.
In parallel, we ask you to sign our Terms of Service (ToS) and to share a few thousand phone numbers of your customers/beneficiaries. The ToS gives us permission to contact your customers and describes our data use policies in detail. And the phone numbers…well, we need those to be able to reach your customers!
Typically we’ll be contacting a random sample of your customers, one that is representative of the population.
Once the survey is designed and contact details are shared/cleaned, we staff a team of Research Assistants to conduct phone calls in your customers’ local language. Our local, trained Research Assistants make up a global network of 1,400+ in 80+ countries and cover 215 languages.
This is where the magic happens! Our Research Assistants are trained to be friendly, respectful, and empathetic when conducting 15-minute phone calls in a concise and considerate way. After all phone calls are complete, the responses received from phone surveys are entered verbatim into the 60dB platform, with checks for accuracy and completeness. Our team conducts regular quality checks to ensure the data’s high integrity and reliability.
After answers to all questions are recorded and cleaned, the 60dB team conducts segmented analysis, creates data visualization, and develops key insights for a practical results report that provides data on customer profile, satisfaction, impact outcomes, and challenges. Our benchmarks provide insight into where you are outperforming peers (thanks to our standardized questions), and clarify areas for improvement. We host a results call to walk through your results and share key takeaways, making it easy for you to pick up and run with the practical suggestions highlighted in the data – anything from making changes to your offering to refining customer service or using the data to help secure funding.
