For more information, contact the study author, Lori Reiser. 

What is BOS?
Best Object Scaling (BOS) aims to measure the relative preference among a set of objects, features, statements, attributes, brands, concepts, policies, processes, etc. through a series of explicit trade-offs that respondents make using an underlying subjective scale.

Companies are pivoting to a digital customer experience transformation as a result of COVID. In a May 2020 report by McKinsey, companies have “vaulted five years forward in consumer and business digital adoption in a matter of around eight weeks” (https://www.mckinsey.com/business-functions/mckinsey-digital/our-insights/the-covid-19-recovery-will-be-digital-a-plan-for-the-first-90-days#)

One of the most challenging aspects of conducting telephone (CATI) surveys is reaching people when they are willing and able to receive a phone call. The proliferation of ‘scam’ calling (and telecom apps that flag calls that are unknown) has made consumers less likely to pick up their phone.  (Reference)