Telephone Survey Services NPS, CSAT & Market Research
NPS, CSAT & Market Research
Impératif is a Brisbane-based call centre specialising in outbound telephone survey programs for Australian businesses and government organisations. Whether you need to measure customer satisfaction, track your Net Promoter Score, conduct market research, or gather employee feedback, our Australian-based agents deliver accurate, actionable data you can rely on.
100%
Australian Agents
Since 2013
Brisbane-based
Nationwide
All states & territories
All Sizes
SME to enterprise
SURVEY SERVICES
Every program is designed around your objectives, your customers, and your reporting requirements.
Net Promoter Score (NPS)
Phone-based NPS gets higher response rates and richer "why" data than email. We capture your score, segment promoters, passives and detractors, and give you qualitative insight into what's driving each category.
Customer satisfaction (CSAT)
Post-purchase, post-service, or ongoing tracking studies, we capture satisfaction while experience is fresh. Programs can cover products, services, staff, delivery or any customer touchpoint.
Market research
Brand perception, competitor benchmarking, pricing sensitivity, and awareness studies. Phone interviews allow open-ended responses and higher completion rates than online surveys.
Employee satisfaction
Third-party staff surveys conducted by our agents get honest answers that internal surveys rarely do. Fully anonymous, your team knows the feedback goes to an independent party.
Community consultation
For local councils and government agencies needing neutral, professional telephone consultation. Our agents represent your organisation with care and impartiality.
Post-event & post-purchase
Capture evaluations after training sessions, events, hospital visits, automotive deliveries or any customer touchpoint, while the experience is still top of mind.
How it works
We make running a telephone survey program straightforward from brief to final report.
Customer satisfaction telesurveying does not just have to be limited to recording it can also realize fantastic cross-sell / up-sell opportunities.
01
Briefing & script design
We design the questionnaire with you such as questions, tone, length, and branching logic. We can build from scratch or refine questions you already have.
03
Survey calls
Calls are conducted by trained Australian agents with real-time data capture directly into our CRM. Supervisors monitor quality throughout.
05
Quality checking
Responses are reviewed for completeness and accuracy before being consolidated, no incomplete or inconsistent data slips through to your report.
02
Agent briefing
Our Brisbane-based agents are briefed on your brand, your customers and the purpose of the survey before a single call is made.
04
List preparation
Supply your contact list or we can assist with data hygiene and segmentation to ensure we're reaching the right people at the right time.
06
Report & delivery
You receive a structured report with key findings, NPS or CSAT scores, verbatim themes and recommended next steps ready to act on immediately.
Why telephone surveys?
In an era of email and online surveys, telephone surveying remains the gold standard for accuracy and depth particularly in the Australian market.
Higher response and completion rates than email
Richer data: capture nuance tick-box surveys miss
Broader reach across demographics less active online
Greater neutrality produced by third-party interviewers
Industries We Serve
Automotive
Healthcare
Financial Services
Local Government
Utilities
Education
Retail & E-commerce
Aged Care
Insurance
State Agencies
Tourism
Hospitality
Brisbane-based. Australian-operated.
No offshore outsourcing. Ever.
Impératif has operated from our Brisbane headquarters since 2013. Every survey call is made by an Australian-based agent who understands local context, pronunciation, and communication norms. Our clients consistently cite the quality of interaction as the key reason they stay with us.
Frequently asked questions
Can you help design the survey questionnaire?
Yes. Our team will work with you to design a questionnaire that captures the data you need in a format that works well over the phone. We can build a script from scratch or review and refine questions you already have.
How many calls can you complete per week?
This depends on your list size, call duration, and the complexity of the survey. We’ll give you a realistic project timeline and capacity estimate during your free consultation — no guesswork.
What format are results delivered in?
A structured report including summary statistics, verbatim response themes, NPS or CSAT breakdowns, trend analysis (for tracking programs), and recommended actions. We tailor the reporting format to your needs.
Can you run surveys on a recurring basis?
Absolutely. Many clients run quarterly or monthly tracking programs so they can monitor changes in customer sentiment over time. We handle the logistics and deliver consistent, comparable data each cycle.
Do you work with small businesses as well as large organisations?
Yes. As a boutique call centre, we work effectively with organisations of all sizes — from small businesses surveying a few hundred customers through to large enterprises and government bodies with national programs.
How do you handle data privacy and compliance?
We operate in full compliance with the Australian Privacy Principles (Privacy Act 1988), the Do Not Call Register Act, and relevant ACMA regulations. Your data and your customers’ data are handled securely at all times
GET STARTED
Get a free quote for your survey program
Tell us about your project and we’ll come back with a clear, no-obligation quote. Our Brisbane specialists are ready to help you design and deliver a program that gives you data you can act on.