The latest trend in call center software suites is to add a “survey solution“.
I have no problem with software companies. I love the tools they provide. I have, however, watched call centers spend fortunes, both large and small, on software under the assumption that it will be a turn-key “solution” to their QA needs. Double-click and “BINGO!” you have a successful quality assessment program. Like all other tools, software is only as good as the expertise of the user.
I’m afraid that the same problem will occur with survey “solutions.” You can gather all the data you want, but without a sound statistical methodology I’m afraid you’ll end up with a lot of numbers that have limited actionability and questionable validity.
Having a custom guitar does not make you a rock star (I tried). Having a cool nail gun does not make you a carpenter (tried that, too). Having survey software does not make you a statistician.