Strengthen decision-making with phone-based customer surveys
Phone-based customer surveys are most powerful when they uncover depth, context and meaning. TTMC’s CATI research programmes deliver richer insight than digital-only methods by enabling natural, two-way conversations. Skilled agents explore sentiment, clarify responses and identify root causes, giving you a deeper understanding of customer needs, expectations and behaviours. This ensures your organisation captures the true voice of the customer.
Understand the full customer journey with pre- and post-sales insight
We conduct phone-based customer surveys across the entire lifecycle, revealing how customers think, feel and act at each stage. This helps you understand buying triggers, satisfaction drivers, friction points and opportunities to improve experience.
Gain competitive advantage with real-time market intelligence
Our CATI research allows us to explore market perceptions, competitor positioning and emerging needs in real time.
We uncover:
Market trends and customer expectations
Competitor strengths and weaknesses
Buying criteria and decision-making behaviour
Customer Success Stories
Speed of delivery was rapid and the TTMC dashboard easy to use. Both the quantitative reporting and verbatim feedback has proved invaluable.
Results from the research have enabled ITW to meaningfully paint an accurate picture of their customers and their needs. The information gathered has been invaluable and provided ITW with clear insight to inform their business strategy.
Bring the true voice of the customer into your organisation
Our agents capture verbatim feedback, emotional cues and qualitative detail that reveal the authentic voice of the customer. Empathetic interaction increases participation and the honesty of responses, enriching digital analytics and validating AI-generated insight.
Ensure accuracy with structured CATI delivery
As a CATI research specialist, TTMC delivers structured, compliant and high-quality survey programmes. With logic controls, quota management, multilingual capability and rigorous QA, we ensure accuracy, consistency and representative samples.
Mobilise quickly for time-sensitive research
Our flexible resourcing model allows us to ramp up rapidly for urgent or large-scale programmes, delivering early data outputs within 24–48 hours of fieldwork starting.
Key benefits:
Deeper qualitative insight
More reliable data for decision-making
Stronger customer-centric strategy
Turn insight into action across your organisation
Phone-based customer surveys provide the intelligence needed to refine propositions, improve service delivery and strengthen customer experience. With ISO-certified processes, FCA-aligned compliance and multilingual capability, TTMC delivers CATI research programmes you can trust, capturing the voice of the customer with accuracy, empathy and depth.
Customer Insight
Our Service SLAs are tailored to each client’s brief and continuously monitored to ensure consistent, effective delivery. Our Customer Insight SLAs emphasise accuracy, validation and speed – combining qualitative feedback with robust data checks to deliver deep insight you can trust.
- Structured CATI delivery with in-built validation, logic and quota controls to ensure accuracy and consistency.
- Quota management to maintain balanced, representative samples.
- First data outputs delivered within 24-48 hours of fieldwork start, with ongoing delivery to agreed schedules.
- 100% of survey responses and outputs quality-checked prior to release.
- Minimum 5% call QA per interviewer, with continuous coaching and performance management.
- Call recordings with every outcome to ensure quality and deliver enhanced insight.
- Programme review and optimisation conducted early in the fieldwork phase to improve outcomes.
- Insight-led outputs including verbatim capture, trends and actionable recommendations.
- Native language support in 25+ languages.
- MRS Code of Conduct and best practice compliant, with complete audit trails.
- ISO27001, ISO9001 certified and GDPR compliant, ensuring robust information security, data protection and quality management.
- Real-time reporting and full visibility of performance, response data and outcomes.
- FCA authorised and regulated business – Treating Customers Fairly (TCF) compliant calling.
- Market Research Society Company Partner | ESOMAR Corporate Member.
- Scale: 4,690 surveys on average per week.
- A dedicated Account Manager, supported by Team Management at an average ratio of 1 Team Manager to 10 agents.
How It Works
Programme Launch & Onboarding
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The Telemarketing Brief
A clear framework for representing your brand and delivering against agreed objectives. -
Data
Select, verify and strengthen the data behind every productive prospect conversation. -
Marketing Integration
Coordinate voice with wider campaign activity to increase reach and return. -
Team Briefing Session
Give the calling team the knowledge and confidence to represent your business.
Programme Management
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Account Management
Dedicated oversight keeps programme delivery, quality and performance on track. -
Telemarketing Performance
Prioritise meaningful metrics and use real-time reporting to improve results. -
Quality Assurance
Review calls and results consistently to protect quality and support coaching. -
Programme Review
Test early assumptions, refine the approach and maintain focus on objectives.
Answers to common questions about pricing, people, data, processes and more…
Can customer surveys support strategic decision-making?
Yes. Customer surveys provide evidence-based insight that supports proposition development, customer experience improvements, service enhancements and wider business strategy.
Can surveys provide market intelligence?
Yes. Our research programmes can uncover competitor strengths and weaknesses, changing customer expectations, market trends and buying criteria, helping organisations make more informed commercial decisions.
How are customer surveys different from customer satisfaction surveys?
Customer satisfaction surveys focus specifically on measuring satisfaction, loyalty and customer experience.
Customer surveys have a broader research purpose and can explore customer needs, buying behaviour, market perceptions, competitor activity, service preferences, future demand and wider business questions.
How do you ensure survey results are accurate?
We use structured CATI methodologies with built-in logic controls, validation rules, quota management and rigorous quality assurance processes.
This ensures representative samples, consistent delivery and reliable data outputs that organisations can trust.
How quickly can fieldwork begin?
Our flexible research teams can mobilise quickly for urgent or large-scale projects, with initial data outputs typically available within 24 to 48 hours of fieldwork commencing.
Still need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our teamStill need help? If you can’t find the answer here, our team can talk you through the details and point you in the right direction.
Speak to our teamCan customer surveys support strategic decision-making?
Yes. Customer surveys provide evidence-based insight that supports proposition development, customer experience improvements, service enhancements and wider business strategy.
Can surveys provide market intelligence?
Yes. Our research programmes can uncover competitor strengths and weaknesses, changing customer expectations, market trends and buying criteria, helping organisations make more informed commercial decisions.
How are customer surveys different from customer satisfaction surveys?
Customer satisfaction surveys focus specifically on measuring satisfaction, loyalty and customer experience.
Customer surveys have a broader research purpose and can explore customer needs, buying behaviour, market perceptions, competitor activity, service preferences, future demand and wider business questions.
How do you ensure survey results are accurate?
We use structured CATI methodologies with built-in logic controls, validation rules, quota management and rigorous quality assurance processes.
This ensures representative samples, consistent delivery and reliable data outputs that organisations can trust.
How quickly can fieldwork begin?
Our flexible research teams can mobilise quickly for urgent or large-scale projects, with initial data outputs typically available within 24 to 48 hours of fieldwork commencing.
