Telephone / CATI Research
Better conversations.
Better data.
Professional telephone research delivered by experienced interviewers — from customer and public opinion studies to B2B, specialist and harder-to-reach audiences.
50k
Surveys Completed Annually
94
NPS Score
20
Years in business
WHEN A CONVERSATION WORKS BETTER
Telephone research still reaches places digital research can't
Online surveys are efficient, but they aren't always the right tool. Some audiences respond better to a person. Some questions need explanation. Some samples require persistence, callbacks or a more targeted approach.
CATI combines structured interviewing with experienced people who can build rapport and keep respondents engaged while working to the questionnaire and project controls you agree.
WHAT WE CAN SUPPORT
Telephone fieldwork for a wide range of research briefs
01
Customer research
Satisfaction, experience, loyalty and service feedback.
02
B2B interviewing
Decision-makers, professionals and specialist roles.
03
Public & stakeholder research
Structured interviewing for public and community studies.
04
Hard-to-reach audiences
Reaching people poorly represented by online-only approaches.
05
Tracking & benchmarking
Consistent fieldwork for repeat research programmes.
06
Mixed-mode projects
Telephone alongside online, face-to-face and other routes.
Trusted By
THE HUMAN DIFFERENCE
Good CATI fieldwork is more than reading a script
01
Engage
Help respondents understand why their input matters.
02
Listen
Recognise when a respondent needs clarification or time.
03
Probe appropriately
Where permitted, capture fuller and more useful answers.
04
Keep it accurate
Record responses systematically within the CATI structure.
FIELDWORK YOU CAN KEEP SIGHT OF
Quality and control throughout the interviewing process
Telephone fieldwork needs active management. We plan calling, brief interviewers, monitor progress and manage practical issues throughout fieldwork.
✓ Interviewer briefing
Project context, questionnaire guidance and criteria.
✓ Sample management
Calling, outcomes, callbacks and agreed contact rules.
✓ Quota monitoring
Progress tracked against required sample composition.
✓ Fieldwork oversight
Issues identified and handled while interviewing is live.
HOW IT WORKS
From questionnaire to completed interviews
Brief & feasibility
Audience, sample, questionnaire, quotas and timing.
Set up & brief
Prepare the project and brief interviewers.
Call & manage
Interview, schedule callbacks and manage quotas.
Complete & deliver
Close fieldwork against agreed requirements.
What our clients are saying
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Project Manager, Sheffield Museums Trust
Viewpoint worked well to arrange this for us at very short notice, they were flexible and accommodating. The expertise they brought… were very helpful, and we are really pleased with the results.
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Sourcing Manager, Nestle UK
It was great working with Viewpoint on the project. I felt the relationship was very positive with mutual trust. They were able to provide their expertise, whilst also responding to our specific requests. The work was of a high quality and we are now looking to use the results as we develop our local York based approach to community impact.
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Customer Services Manager At Kier Group
Viewpoint have made a significant contribution to the success of our business helping us to develop our services and improve performance over many years. A professional and reliable organisation who are flexible and responsive to our needs.
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Marketing Manager at Gripple UK & Ireland
It was a really engaging and efficient process that allowed us to receive high quality feedback. We will definitely be working with them again on future projects!
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Customer Care at EQUANS
I have worked with Viewpoint for several years and have found the service they provide to be exceptional. Since using Viewpoint, the results we now receive are more open and honest and provide invaluable data to our company.
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Sheffield Council Housing Planning & Performance Manager
We set Viewpoint a challenging target of 70% completion rate for all completed properties, and every month they achieved or exceeded it.
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Business Intelligence Officer, Norwich City Council
They were competitively priced but what swung it in their favour was the excellent customer service. They were beyond helpful and have accommodated every chop and change we’ve asked for since.
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Senior Research Fellow, Sheffield Hallam University
Viewpoint’s tenacity and conscientiousness exceeded expectations and they were always prepared to go the extra mile to achieve the number of completed surveys we needed. We would use them again in a shot.
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Governance Manager, All Together Money
The dashboard went down really well with the Board and was a great tool to aid discussion in the strategy meeting. It is a fabulous piece of work that adds so much to what we have done before and makes the data we have so much easier to view.
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Regional Director at AECOM
Viewpoint’s team were incredibly responsive. It was clear from the outset that they genuinely cared about the work and delivering a high-quality outcome. We quickly formed a strong partnership, and they were consistently easy to work with throughout the project, always meeting the agreed timescales. Honestly, it’s hard to suggest any improvements — we just wish more of our contractors and sub-consultants were like them..
Professional standards you can trust
PLANNING TELEPHONE FIELDWORK?
Let's talk about the people you need to speak to.
Tell us about your audience, questionnaire, sample size and timing.