Plum IVR Support

Hello. I currently use Plum Voice as my IVR provider for a survey. The survey is currently on a 0-9 scale; however, I plan to change the scale to 0-10. From what I can tell, Plum can accommodate customers rating a '10' on a telephone. Is there a way to have the customers verify that they meant to rate us as a '0', '1', or '10' before moving on to the next question? I am concerned that customers may press '1' and not have enough time to press the '0' for a '10'. Is enough time given to customers to press both numbers? I have many elderly customers and just want to make sure this isn't too confusing for them. Thanks!

Hi,

You are correct that we accommodate scales that include 2-digit numbers, so a scale from 0-10 should work. Regarding input verification, you will want to click “More options” at the bottom of your scale question, and under “Verify answer:” change the option to “Yes.” In Survey, callers have 3 seconds to input a second digit before their input is recorded. In your case, callers will need to enter the ‘0’ of ‘10’ within three seconds. Please let us know if you have any other questions.

Regards,
Plum Support

Thank you for your reply. I just have one additional question. Is the three second time limit adjustable if I find the customers need a little more time? Thanks again!

Hi,

Unfortunately, the three second timeout is not adjustable. We apologize if this is an inconvenience. Please let us know if you have further questions.

Regards,
Plum Support