Thursday, April 28, 2016

Build Customer Loyalty with these 10 Tips

There are so many product and service choices out there that your customers really are looking for a great reason to be loyal to you.  Here are 10 creative ways that you can build customer loyalty and profitability for your business.
  1. Use QR codes to drive customers to coupons.  Research shows that customers love grabbing coupons from their mobile devices.
    Use QR codes to reward them for buying.
  2.  Create a video couponing page. Groupon has gotten mixed reviews for small business – but Video Coupons are a whole new ball game.  Customers love video, and remember twice as much as ads they see on TV and Video coupons are inexpensive and easy to do.
  3. Offer financing or multiple payment plans. QVC already knows that customers will buy more and spend more if you offer a payment plan.  Remember customers love to buy in increments of $20. So make your monthly prices $19.99, $39.99, etc.
  4. Volume discounts or bundle discounts.  Reward your customers for buying more items more frequently.
  5. Establish a customer club.  Even restaurants can have a customer club.  Charge a monthly fee to receive coupons, free gifts and invites to special events.
  6. Develop a contest to build leads, communities and excitement.  Contests build community and customers.  Use powerful social media tools to manage yours.  There’s even an online app to help you create and manage contests – Wildfire.
  7. Build a customer/user community.  Don’t forget the power of social media.  Create a customer community using a Facebook page or Twitter, these tools aren’t just for big companies or consumer groups.  If social media isn’t your thing – create a customer community using the SurveySwipe mobile survey platform and ask your community questions.
  8. Institute a referral program. Word of mouth is powerful, so create a referral system that rewards fans of your company or product.
  9. Provide home delivery or offer monthly delivery.  Combine a distribution strategy with a subscription model to create repeat sales.
  10. Provide free troubleshooting. Don’t sell and run, help your customers over buyer’s remorse by providing them help in using and loving your product or service.

Tuesday, April 26, 2016

Secure Your Surveys Against Unwanted Respondents

Secure Your Surveys Against Unwanted Respondents
Online security is a hot button topic right now. You might be wondering how you can secure your surveys against unwanted respondents.
Here’s a top ten list showing you many options, from question types to advanced security options, that you can use with your QuestionPro surveys!

Let’s Batten Down the Hatches!

  1.  Use a Captcha question. The Captcha question is a standard way to keep bots from completing your surveys. If the text entered doesn’t match the image shown, the survey simply cannot continue.
  2.  Ask for a signature. By adding a signature question, and making it required, this also keeps bots from accessing your survey. If nothing is entered, the survey cannot continue forward. If you’re using the signature at the end of the survey, then the survey cannot be submitted.
  3.  Use a password. You can use a global password, or you can set up: email and password; username and password; participant ID; or password with the email address detected automatically. Each of these is easy to set up and authenticates users based on a combination of information you have entered and information they have to enter to access the survey. When the information they enter matches the information you’ve uploaded in a look-up list, they can take the survey.
  4.  Authenticate users by only allowing those who have received an email invitation to take your survey. Using the email invite only authentication means if you haven’t directly sent the respondent an invitation, they can’t take the survey. While this limits responses that can come from people forwarding the invitation, it also adds a level of security to your survey. This is especially useful when you want to keep respondents to a select group of individuals.
  5.  Use the Facebook Connect option. Respondents have to log in using their Facebook account, or else they can’t access the survey.
  6.  Use Anti-Ballot Box Stuffing. While this might not keep bots or spammers from accessing your survey, it does keep those who would otherwise barrage you with answers from the same IP address from doing so. That means a bot from a single IP address wouldn’t be able to answer your survey more than once.
  7.  Enable SSL Security. Enabling SSL Security simply updates the URL to https instead of http. This might seem light, but it adds a level of protection to the data being sent through the survey by keeping it from being read by a third party.
  8.  Use SAML Assertion Single Sign-On. This is a type of advanced security that allows you to use a method of single sign-on (eg by being logged in to your corporate intranet you would automatically be logged in to QuestionPro).
  9.  Use HMAC-SHA1 Security. This is a different type of advanced security that passes the security parameters via the survey URL and authenticates against a list of private keys and authentication codes generated by the server when the private key is passed through.
  10. Use DES Encrypted Variables. This is another advanced security option that requires some coding and a decryption key that you would enter.
Implementing these security measures can help keep your surveys and data safe and help avoid customer survey scams!

Thursday, April 21, 2016

Few Ideas for Your Website Feedback Survey

Are you a little confused by the term "website feedback survey"? Let's clear up the confusion and look at some use-case scenarios for this nifty tool.

feedback_bubblesWebsite feedback

Let's define what we mean by website feedback surveys first. In QuestionPro, a website feedback survey appears as a tab on the side of the page. When clicked, this tab opens to reveal a survey. When a respondent submits the survey, you get to see both the respondent's answers and the URL of the site the survey was on, so that you can know what page the feedback was about.
At first, blush, using a "website feedback survey" sounds like it's only something that can be used by the guys on the web team. Website feedback surveys are best known as the type of survey that is used to get visitors' input on usability elements of their website. The questions typically have something to do with whether or not the visitor found what they were looking for; are the elements on the page easy to identify; could they find the product they wanted to purchase; etc.
However, just because they're called website feedback surveys doesn't mean that's all the utility one can get out of them. Far from it! Let's brainstorm a bit and look at other ways those little feedback tabs could be used.
  • What if you changed the wording on the tab to something like "Special Offer" or even "Coupon" and offered a special coupon for completing the survey?
  • Use that tab to encourage visitors to sign up for your blog or your newsletter, especially if they are already reading your content.
  • Catch your visitors' attention about something they might not know is available, such as a special sale. With the variety of question types available, you can take advantage of the Presentation Text question type to insert some basic information you want your visitors to know, then ask a quick question to keep them engaged (while also getting some feedback on whether that information was helpful or not!).
  • Stuck on ideas for blog topics? Invite ideas from your readers with a website feedback survey!
  • Looking at revamping a product line? How about including a website feedback survey on pages where your product is listed and asking visitors for what they would like to see in the next version of the product?
Website feedback surveys: they're pretty versatile! Get creative with them!

Tuesday, April 19, 2016

How to Keep Survey Respondents Engaged

Personalize it

One way to keep respondents interested in your survey is to personalize the survey for them. This personalization can take a few forms:
  • Ask them the name they liked to go by in the first question. Assign this to a custom variable in QuestionPro, and then you can pipe this variable in throughout the survey. Note: don’t get too carried away with this, else you move from “cool” to “trying too hard.”
  • Already have their name from sending an email invitation? Great! Pull the variable it’s assigned to into the questionnaire! (Saves you the trouble of having to ask them for their name.)
  • Asking a list of items they’ve purchased, are familiar with, etc.? Use an extraction question to pull their answers to a follow-up question (or, alternatively, to ask about the items they didn’t select if you use reverse extraction).
  • Fielding in a foreign country? Upload translations, and let the respondents choose their preferred language to take the survey.
  • Know something about their purchase history, and doing a follow-up specifically about their purchase? Instead of asking them all about what they purchased, price, etc., you can pipe that information already into the survey. Note: wary about how much information to pipe into the survey using custom variables? If you were to take a survey from someone else and you’d feel a bit uncomfortable about how much they already knew about you and your purchase, it’s probably wise to scale it back a bit.

Include interactive elements

From slider rating scales to drag-and-drop rank ordering, there are many ways that you can make your survey interactive. Remember to keep things simple and don’t go overboard with this, but a little interactivity in your survey can go a long way towards keeping someone interested in your survey and resulting in higher survey response rates.
Another way to include interaction with your survey is to include media, such as videos and images. Be sure to be aware of your respondents’ likely internet connections when using such media. If you’re fielding in an area with poor connectivity, this will backfire and cause respondents to get frustrated and drop out of your survey.

Keep questions simple and conversational

Don’t approach every question as though it’s an essay. To get a higher response rate - keep instructions simple, and keep questions themselves as simple and straightforward as possible. If you can, make the question text conversational (piping their name into the question text can achieve this easily). Just be sure that you’re also keeping the questions unbiased.
When creating matrix questions (the questions where you have multiple rows using similar scales), be sure to keep the number of rows to a minimum. Including too many rows in matrix questions not only makes respondents start to lose focus, it also can lead to what’s called straight lining – where respondents are just trying to get through the questions and paying no attention to the answers they’re providing.

Include open-ended text questions

After answering a number of single-choice, multiple choice, and ranking questions, it’s nice to break up the possible monotony with an open-ended text question. This also gives you the opportunity to get a little more in-depth information from your respondents. There is more and more focus on qualitative data lately, from social media monitoring to online communities, and using qualitative information can not only provide deeper insights, it can also provide marketers with key phrases and words to use in future marketing campaigns.

Keep the content interesting

I know there are times when the content of a research study is just going to be dry. But I think there are other times when you can really capture someone’s interest with your questions. Think of this as a conversation between you and the person taking your survey. If you were doing this in person, what would you ask? How would you ask it? When do you think the other person’s eyes would glaze over as opposed to capturing their interest? How long would you keep the conversation going? Using unbiased language in your questions doesn’t mean the survey or the questions need to be boring.

Thursday, April 14, 2016

How To Analyze Ordinal Data

One could say there is a natural order to things. In survey research, when we think of order we are thinking about ordinal data. The ability to leverage the respondent’s willingness to rank their choices is what differentiates ordinal from nominal data. This steps our analytical options up a notch from measuring simple percentages and modal values.
Ordinal data is literally data that can be placed into an order. This can be applied to baseball teams, horse racing, consumer preferences, or your place in the checkout line. A word of caution, ordinal data implies that we can specify an order, but we cannot speak accurately to the distance between those ordered items. The consistent distance between intervals is a function of interval data, which will be covered in the next post.
Asking participants to rank-order a series of companies, products or candidates is a common question type found in market research or political polling. For example:
Please state your preference for the following candidates, with one (1) being least preferred and five (5) being most preferred.
Donald Duck
Minnie Mouse
Bugs Bunny
Speed Racer
Buck Rogers

As always your list should be randomized to prevent order bias. From the analysis standpoint, you can look at each contender’s median rank accompanied by the percentage of times they were ranked most preferred. It would not be appropriate to use averages, as we cannot say with certainty the distance between one position and another is equal.
The ‘winner’ or most preferred would be the brand that has the highest median rank (closest to five in this example). If you incorporate percentages in your analysis then you can say, for example, that twice as many respondents ranked Bugs Bunny as their most preferred candidate.
Survey questions that work with ordinal data, such as the scenario above, force respondents to make a choice. As survey author, you must decide whether or not to allow for ties (the same rank being applied to more than one category).
Most multivariate statistical routines require continuous data, but there are routines that can work with ordinal data such as logistic regression. This technique allows you to incorporate multiple variables to predict an ordinal variable.
For more insight into the world of data analysis check out this QuestionPro blog post – Data Analysis Simple and Complex or this article Dynamic Data Analysis.
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