Telephone Survey & Market Research Companies
Find and compare telephone survey and market research companies for Australian businesses — local and offshore specialists for CSAT, NPS, market research and database cleansing campaigns.
What is Telephone Survey Outsourcing?
Telephone survey outsourcing means engaging a specialist company to conduct outbound survey calls on your behalf — for customer satisfaction (CSAT), Net Promoter Score (NPS), market research, employee feedback, database cleansing or regulatory compliance surveys. Specialist survey companies bring trained interviewers, CATI (Computer Assisted Telephone Interviewing) technology, sample management and data analysis capabilities.
Unlike sales-focused telemarketing, telephone surveys require a neutral, non-persuasive interviewing technique. Respondents must feel free to answer honestly without feeling sold to. This is a distinct skill set — not all telemarketing providers make effective survey interviewers, so industry experience and interviewer training matter significantly.
Types of Telephone Surveys
- Customer satisfaction (CSAT) and post-interaction surveys
- Net Promoter Score (NPS) surveys
- Market research and consumer opinion surveys
- Product and service feedback surveys
- Employee engagement and satisfaction surveys
- Database cleansing and contact verification calls
- Mystery shopping and compliance verification calls
- Government and community research surveys
Compliance Considerations
Telephone surveys targeting Australian consumers are subject to the Do Not Call Register Act. Research calls have some exemptions under the DNCR, but the rules are nuanced — commercial market research conducted on behalf of a specific business may not qualify for the research exemption. Confirm your provider's DNCR compliance process and whether an exemption applies to your specific campaign before go-live.
Pricing by Country
Indicative fully-loaded hourly rates:
| Country | Typical Cost (AUD/hr) | Best For |
|---|---|---|
| Australia | $48 – $70 | Sensitive research, regulated sectors, complex survey design |
| New Zealand | $35 – $60 | Nearshore quality, cultural alignment, modest saving |
| Philippines | $8 – $18 | High-volume surveys, database cleansing, cost efficiency |
| South Africa | $15 – $25 | Strong English, neutral interviewing style, significant saving |
| Fiji | $10 – $15 | Pacific proximity, AEST timezone, cost savings |
How to Choose a Telephone Survey Company
- Interviewer training — neutral, non-leading technique is essential; ask how interviewers are trained and how quality is monitored during fieldwork
- CATI technology — Computer Assisted Telephone Interviewing systems improve data quality, skip logic and real-time reporting; confirm what platform the provider uses
- Sample management — how do they manage call quotas, response rates and sample representativeness to ensure statistically valid results?
- DNCR compliance — confirm whether your survey type qualifies for a research exemption and how the provider manages compliance regardless
- Data delivery — how are results delivered? Raw data, cleaned datasets, analysis reports, dashboards? Align expectations before the project starts
- Experience in your sector — survey methodology for financial services, healthcare or government differs from general consumer research; sector experience matters
Further Reading
- ACMA Do Not Call Register — research exemptions
- Telemarketing Companies (CX Directory)
- The Complete Guide to Call Centre Outsourcing for Australian Businesses (ACXPA)
- Contact Centre Resources Hub (ACXPA)
- Call Centre Roundtables — free industry events (ACXPA)
- Not sure who to contact? Try the free CX Connect Outsourcing Wizard
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