Tuesday, January 31, 2012

How to Start a Recurring Customer Feedback Program

Have you been considering doing some customer research and just not really known how to get started?  I mean you read about doing "customer satisfaction research" and how important it is, but they just leave it there -- no one ever tells you how to actually implement a customer feedback program that actually gives YOU the information you need to run your business better, and your customers the opportunity to tell you what will make them happier and more loyal.

When should I start doing research?

There is no magic moment. But if you're sitting there trying to make a business decision and you find yourself thinking FOR or ON BEHALF of your customer -- that's a good time to actually ASK them what they think.

If you're in a meeting and your team starts saying what the customer wants -- and they aren't looking at a data set -- that would be a trigger to tell you that you need research.

Market or customer research isn't so much about knowing what your customer thinks as it is to help you make better decisions.  So every time you're about to make a decision that is rooted in what your customer might like or not like or what action they might take -- that's the time to do some research.

How to get started

Sit down with your team and just start talking.  Come up with some of the key decisions that you're trying to make and then dig deeper into what's holding you back.  Chances are, it's going to have something to do with a lack of information about what will work for your customers.  And since you aren't asking them and you're guessing -- your project is delayed.

Generate a list of respondents.   This is not a branding survey.  That means that it won't be blind.  You will tell your respondents EXACTLY what you are doing -- You are trying to figure out what's important to them -- what matters to them so that you can improve your product or service.

Generate a list of customers who you know will give you GOOD feedback.  Good feedback means that they will tell you the good and the bad.  Create 3 segments of customers in your list:

  1. Customers you love that love you back

  2. Customers with whom you've hit a few bumps in the road - they aren't satisfied

  3. Customers who are on the fence - and haven't decided to work with you yet or haven't decided to buy more from you even though you know they could.


Have conversations with a few customers and explore what matters to them -- a.k.a. In-depth-Interviews

I started this headline with In-depth-interviews and instantly remembered that this phrase usually stopped every customer research project in its tracks.  That's because it rang (cha-chings) in the budgets of managers.

People are afraid of in-depth-interviews because it sounds overwhelming and expensive.  The truth is they are just conversations with customers about what matters to them.  The only difference is that you are following a pre-written set of questions and asking each customer the same question -- it's more organized than a standard chit chat .

Create an online discussion guide.  QuestionPro and SurveyAnalytics have online survey tools, but you can actually use these same online surveys to document your in-depth-interviews.

Create an online discussion guide that can be taken online as well as during a phone interview.  That means make sure that the questions are conversational and create a good experience for the respondent.

Develop a list of questions that you'd like to ask:

  1. Tell me about your relationship with (company name)

  2. What triggered you to contact them?

  3. What was it about (company name) that made them an obvious choice for you?

  4. What alternatives did you consider?


Develop a list of things that might be important to your customer:  This is a fantastic benchmarking opportunity.  Include items in your list that are existing features or services that you offer and also include those items that you might consider offering.  Finally, sneak in a few items that a competitor is offering but that you aren't to see how they value those things.

This list will drive your action items and projects, so you want to make sure that it's concrete and easy to understand.  For example you might include "online ordering" as a feature that might be important, but that you currently don't offer and a competitor does.  If your customers say that this is important to them -- you may decide to put an online ordering system in place.

Brainstorm a long list and then choose the top 5-7 most critical items.

Generate a list of other alternatives or competitors. Create a list of other companies that your customers can purchase the same products or services from.

Use the importance/Satisfaction question style.  QuestionPro and SurveyAnalytics have a variety of question styles to choose from but I think that the Importance/Satisfaction style is one of the simplest and yet most powerful.

Insert your 5-7 attributes inside this question type.

When the respondent gets to this question, they will rate HOW IMPORTANT an attribute is to you -- and then they will rate how satisfied they are with YOUR performance in that area

Ask them what other companies they purchase from.  After the attribute question, ask them who else they purchase from.  Some will say and other won't.  You won't know until you ask.

Repeat those same attributes from the importance/satisfaction question as a matrix.

Use the branching/Looping feature to insert the competitor's name inside of the attribute matrix.  This will allow the respondent to rate every alternative based on the same attributes.

These ratings will actually create benchmarking data that will allow you to compare your performance against the competition AND against what's important to your customer.  Your next new product or service can come out of this question -- alone!

Give respondents a heads-up.  BEFORE you contact any respondent to do the discussion with you, send them an email or a letter (letters are taken more seriously and don't get caught in spam) to tell them what you are up to.  Explain that someone will be calling them to schedule an interview.  Ask them to be honest and open and to share freely.  This will greatly increase your response rates and the quality of your responses.

Send an email invitation.  Next, send them an email invitation to the survey.  Inside the invitation, give respondents the opportunity to schedule time with you.  I like to use a link to my Tungle calendar - this way they can pick and choose times that work for them and schedule themselves right into my calendar.

Also offer them the option to complete the discussion online -- this also increases your response rates.

Aim for at least 30 telephone completions.  Make sure you TALK TO at least 30 people.  Actually talking to people will give you significantly more insight into what really matters to them.

Then aim for another 30 online completions.

Follow this process and the results will AMAZE you!

Wednesday, January 25, 2012

SurveyPocket 3.6 Integrates MicroPanel's Panel Recruitment!

If you're an existing Survey Analytics client, we know how much our services are beneficial to you. A lot of the benefit comes from the exceptional products we have, and continued additional products; especially when you can find all of the solutions you need for market research from one company, Survey Analytics / QuestionPro, AND by working with the your designated representative of your account for all products you choose to use.

With panel recruitment added to SurveyPocket, you're now given the ability to integrate your existing Survey Analytics panel within your offline surveys. If you use panels, you know how important and essential panel recruitment is.

SurveyPocket 3.6 is coming soon! Stay tuned to hear more of the exciting additions Survey Analytics and SurveyPocket continues to add. Let us know your feedback: what are your visions of perfection when it comes to market research? We've already defined the need in Survey Analytics for mobilizing our products.

Another benefit, you can try it all out for free and be your own judge. If you don't already have a Survey Analytics account, sign up here: surveyanalytics.com Once you've done this, try out our iPad app SurveyPocket by finding it in the App Store  and see the efficiency you can add to your market research by using both the web interface and a mobile interface.

How Does Export To Cloud Work?

In order to know how Export to Cloud works, you will first need to understand what Export to Cloud is all about. It is pretty simple. It is a tool or an option that allows you to export excel reports into your DropBox and Google Docs account.

The Export to Cloud can be accessed once you log into your account. From the main page, you can subsequently select Surveys Ø Reports Ø Export Data ØExport to Cloud. Here are the steps you will need to follow:

Exporting your survey reports to Google Docs

Step #1:

Once you select Surveys, click on the Reports tag and look through the items listed at the right side of the screen to find Export Data and click on it. Once you’ve clicked it, you’ll see three main tools listed, the “Raw Data Export”, “Charts & Analytics Export” and “Export to Cloud”. Click on the Authenticate with Google Docs button and log into your Google Doc account. If you are already signed into your Google account, this step will automatically be omitted, taking you to the next step.

Step #2:

Once you’ve logged in, you’ll be taken to an authenticating page, where you will need to click on Grant Access button at the lower left side of the screen to authenticate your account.

Step #3:

You will then be redirected back to the Export Data page, where you will then be able to click on the Export to Cloud button to post your Excel Report in your account. If you want to remove or disable the association of your Excel Report with your Google Docs accounts, you can click the Delete Association button to do so.

Exporting Your Survey Reports to DropBox

Exporting your survey reports to DropBox is pretty much the same as exporting your reports to your Google Doc account.

Step #1:

On the main Export Data page, click the Authentiate with DropBox button and log into your DropBox account.

Step #2:

Click on the Allow button from the DropBox authenticating page to authenticate your account.

Step #3:

Once you’ve been redirected to the Export Data page, you can then click on the Export to DropBox button and post your report to your DropBox account. If you want to remove or disable the association of your survey report with your DropBox account, click on the Delete Association button.

Whether you are using a Google Doc account or a DropBox account, there are certain license and Access options available with each of them. These include no long term commitments, unlimited surveys, responses, questions and advanced toolset and features.

Tuesday, January 24, 2012

Webinar: Mobile Market Research Trends and SurveySwipe Demo

SurveySwipe is hosting a complimentary webinar on Monday, January 30th, 2012 at 10am Pacific / 1pm Eastern.

The webinar title is "Mobile Market Research Trends and SurveySwipe Demo."



Part One - Mobile Market Research Trends

In the first part of this webinar, marketing expert Romi Mahajan and SurveySwipe co-founder Chandika "Chad" Bhandari will discuss the hottest trends in mobile surveys today.

- Mobile ethnography
- Passive data collection
- Gamification
- Hyperlocal surveys
- Panel communities
- The effect of HTML5 on mobile surveys

Part Two - SurveySwipe Demonstration

In the second part of the webinar, John Nelson will demonstrate SurveySwipe mobile survey technology. John will show how SurveySwipe leverages the trends discussed by Romi and Chad, and much more.

Here is the link to register for the webinar:  https://www3.gotomeeting.com/register/401831910

See you there!





Monday, January 23, 2012

SurveyPocket 3.6 Integrates MicroPanel's Panel Recruitment!

If you're an existing Survey Analytics client, we know how much our services are beneficial to you. A lot of the benefit comes from the exceptional products we have, and continued additional products; especially when you can find all of the solutions you need for market research from one company, Survey Analytics / QuestionPro, AND by working with the your designated representative of your account for all products you choose to use.

With panel recruitment added to SurveyPocket, you're now given the ability to integrate your existing Survey Analytics panel within your offline surveys. If you use panels, you know how important and essential panel recruitment is.

SurveyPocket 3.6 is coming soon! Stay tuned to hear more of the exciting additions Survey Analytics and SurveyPocket continues to add. Let us know your feedback: what are your visions of perfection when it comes to market research? We've already defined the need in Survey Analytics for mobilizing our products.

Another benefit, you can try it all out for free and be your own judge. If you don't already have a Survey Analytics account, sign up here: surveyanalytics.com Once you've done this, try out our iPad app SurveyPocket by finding it in the App Store  and see the efficiency you can add to your market research by using both the web interface and a mobile interface.

Survey Pocket Now Available for QuestionPro and Survey Analytics Users



Are you going to a trade show or an event where you'd love to get feedback or use surveys as a lead generation tool?  Now is your chance.  The folks over at SurveyPocket are making an offer you won't want to refuse!

Now all Survey Analytics and QuestionPro users will have access to this wonderful tool.  If you have an iPad, you will be able to use this feature for free and if you DON'T have an iPad -- read on.

[Editor's Note:  This post was originally published on the SurveyPocket blog.]

SurveyPocket is such an awesome system for mobile field data collection, that we wish any researcher could use it anytime they’d like.

However, the sad reality is that some projects require more than just a couple of tablet devices.

Not everybody has a stack of iPads laying around, waiting to be used for research.

Except us, that is.

Yup.  We’re so excited to get you rocking on your next mobile data collection project, that we went out and bought 20 iPads specifically so you can use them for your next research project.

All our iPads are pre-loaded with a copy of SurveyPocket.  And of course, we provide you support along the way.

Call us impetuous.

Call us crazy.

But whatever you do, make sure to call us to arrange to use our iPads for your next project.

 

Wednesday, January 18, 2012

Why Is It So Important To Have Customer Experience Today?

If you are one of those asking this question, just for a heads-up, we have entered “the customers’ era” - an age where the focus is all on customers, instead of other strategic imperatives. The perception of customers has an intense impact on the metrics of a business ranging from customer loyalty and brand equities to cost saving and increased revenues. This is a reality most companies are waking up to today. However, even though executives know that customers make a lot of difference they still don’t have a disciplined approach towards customer interactions. For a business to be successful, the business owners must have a serious approach towards defining, implementing and managing their customer experience.

A Customer-Centric Approach

Having a customer-centric approach is truly your best chance at having a sustainable and competitive advantage. Over the decades, companies keep making promises to customers, without really living up to their expectations in almost all channels. That is a tactic that doesn’t work anymore. Wondering why not? Well, because we are now living in an era where the success of any business imperatively depends on customers, rather than only marketing strategies.

Effects of the Customers’ Era on Businesses

Transforming goods and services into commodities has taken “differentiation” out of the picture.

Traditional boundaries of industries have been dissolved, taking the competitive market to a different dimension.

Customer opinions define the success of a business today. So, if a business gets good responses, it is sure to be a success. On the contrary, if the responses are negative, customers wouldn’t think twice before shunning the brand altogether.

Customer Experience Defines the True Value of a Business

A business executive cannot decide the customer-centricity of his/her company – it is the call of the customers in this case since they are the decisive arbiters. Whether a company is B2B, B2C or a product and service oriented, it can still influence positive customer experiences by:

Bolstering brand equities – by using the best techniques and devices to brand the company.

Acquiring the loyalty of its customers – By building a strong relationship with the customers by ensuring consistent and satisfying services.

Boosting revenues – By adopting the right business methodologies to translate customer loyalty into revenue increments periodically.

Reducing Costs – By driving down its costs to enhance customer support connections.

Customer experience is a discipline with complete tools, practices and methodologies that companies must routinely perform in order to manage customer experience. To have a methodical focus on customers, it is important that customer experience specialists work with C-level executives in order to:

Dedicate employees to customer experience – Customer experience projects don’t usually take off successfully if they are pinned to day jobs.

Allocate budgets to customer experience projects – Doubling down customer experience investments to delight customers is a promising way of ensuring successful initiatives.

Craft customer experience strategies – Having a precise customer experience strategy helps make the organization focus on spreading or distributing the right type of customer interaction strategies.

And finally, focusing on generating a great customer experience builds loyalty and positive word of mouth, which in turn build profitability.  And is there any better reason than that?

Tuesday, January 17, 2012

iPads! Get Yer iPads Here!

SurveyPocket is such an awesome system for mobile field data collection, that we wish any researcher could use it anytime they'd like.

However, the sad reality is that some projects require more than just a couple of tablet devices.

Not everybody has a stack of iPads laying around, waiting to be used for research.

Except us, that is.

Yup.  We're so excited to get you rocking on your next mobile data collection project, that we went out and bought 20 iPads specifically so you can use them for your next research project.

All our iPads are pre-loaded with a copy of SurveyPocket.  And of course, we provide you support along the way.

Call us impetuous.

Call us crazy.

But whatever you do, make sure to call us to arrange to use our iPads for your next project.

Find Out More About Using Our iPads for Market Research

 

Monday, January 16, 2012

You Can Thank Us Later - Customize Your Online Polls Using These Newly Released APIs

You don't have to be a HUGE enterprise to have gorgeous branded and customized polls on your web site.  Granted, you will have to have some technical expertise -- but not a staff of expensive engineers.

The MicroPoll application has just released new and improved APIs that will make white-labeling your polls a breeze.

What's an API and why is this exciting enough to write an article about it?

API stands for Application Programming Interface -- and it's like a gateway that allows you to interact with and customize inside of an already existing platform.  For example Facebook and Twitter are existing platforms and HootSuite and Facebook Apps use APIs to communicate with the platform.

APIs are specially designed to expose only the  chosen functionality and/or data while safeguarding other parts of the application which provides the interface.

And this is why the MicroPoll API is so exciting.  It frees you up from the basic templates that we've provided and gives you access to the back end of the MicroPoll platform that allows you to make changes without losing functionality.

Check out this step-by-step tutorial on how to use the new MicroPoll API.

Who should use this?

If you're an organization who wants to leverage polling from either their own applications or websites use these API's to give your poll that professional look and feel.




Why would you want to use this?


Your organization can ask a developer to use these APIs to embed polling capabilities natively into applications or more seamlessly into your websites. There is no need to build infrastructure to support data collection or reports because MicroPoll takes care of these.




What's in it for YOU? 


If you're rigorous about your brand, then this new feature will allow you to create a a high-end look without all the big budget expenses that go with it.   People will try and tell you that it doesn't matter - but you know that it does.  There's no denying that your brand drops a bit in credibility when you've invested big bucks in a web site or branding only to embed a cheesy-looking poll inside of a professionally designed web site.


Here's an example of how one company inserted their logo into the poll.



What could you do with Micropoll's new API?



Thursday, January 12, 2012

A Primer on the 4 Data Types You Can Collect in Your Market Research


Making a business research questionnaire is no big deal, but making one that successfully derives the information that is actually required by the business to improve its practices is something not every person can do. One of the things that help make an online survey more effective is the understanding of the different types of data that is required out of survey respondents and of the different ways to measure the response. Different situations demand the use of different types of data. Remember, different scales have to be designed to derive these different types of data.

The feedback of survey respondents can be categorized into two basic forms of data – non-parametric and parametric.

Non-Parametric Data


The sort of data that does not have any direction and cannot be divided is called non-parametric data. Usually histograms are used to analyze non-parametric data. There are two basic types of non-parametric data.

Nominal Data


Nominal data refers to alphabetical or numeric data that is used to name people or objects for symbolic purposes and has no mathematical value.

For example, a questionnaire may ask the respondents to name the brand of shampoo they use. Numeric data too can also be included in the category of nominal data such as numbers written on the backs of sportsmen.

Ordinal Data


Ordinal data refers to numeric data that indicates only the relative ranking of different items, without representing the intensity of the mathematical value or the distance between the values. For example, respondents to an online survey may be asked to rank different brands of shampoo.  Hence, the ranking of different shampoo brands will inform researchers the relative preference of survey respondents but will not inform them about the intensity of the difference of preference of one shampoo brand from another.

Parametric Data


Numeric data that has direction is called parametric data. It can be used to analyze the difference the different responses and can also be at times divided. There are two different types of parametric data.

Interval Data


The collection of internal data is done on a scale on which all points are equidistant from the ones next to them. Scales measuring interval data do not have zero because of the nature of thing being measured. For example, respondents can be asked to rate their happiness on a scale of 1 through 10. Interval data cannot be divided because of the non-absolute nature of the data.

Ratio Data


Ratio data is the most absolute form of numeric data collected from respondents. It can be divided and altered in different ways to derive more meaning. All absolute mathematical values can be called ratio data such as income, age, sales, market share, etc.

Although ratio data may seem the most usable form of data and researchers may feel tempted to ask their survey respondents to answer all the questions in ratio form, it is either not practically possible to do so or isn’t the best form of data because of the objective of the research being conducted. An effective online survey questionnaire contains questions that derive the sort of data that will come handy in getting better insight into the respondents’ minds.

The QuestionPro and Survey Analytics online survey platforms allow you to collect all of these forms of data.  The trick is knowing which type to choose to get the best information that you can use in order to make a decision.

Monday, January 9, 2012

8 Even Better Ways To Designing Online Surveys Without Questioning Yourself

Surveys are very powerful tools that help you figure out how to market and what your market really wants.  You can improve your decisions, by simply following this process:

1.       Establish survey goals:

First off, be very specific on what you are trying to find out. Be sure to write out your goals.

  • What do people think about your web page?

  • Is your target audience business owners?

  • Are they part of small businesses or large companies?

  • Where do they hang out most online?


2.       Decide who your sample audience will be:

Ask the following people to go through your survey:

  • People that visit your home page

  • People that visit your product page

  • People that read your newsletters

  • Get the word out by putting up your ads in Ezine.


3.       Decide which survey method going to use:

There are various choices of survey methods that range from the least expensive to the most expensive ones.

  • Personal Interviews – You can use your online survey tool to conduct phone interviews.  Instead of having the respondent fill out the online survey, you use the online survey as a discussion guide and you write in the answers to the questions.  This is a terrific method to use if you are doing exploratory research or have a longer survey.

  • Standard online surveys – This is the most common survey type.  Remember to keep your questions short and sweet.  Don't let your audience spend more than 3 minutes answering your survey.

  • Mail – This method is rarely used.  It's often expensive and doesn't offer as much control as other methods.  The most common application is to send respondents a postcard with a link to an online survey or to print the link to your online survey on receipts or invoices or other forms of printed marketing materials.

  • Telephone surveys – This method has also become increasingly difficult because of do-not-call lists.  It's generally expensive but can be effective if you are contacting customers who have opted in to receive information from you or with whom you have a relationship.


4.       Carefully plan out your research:

Once you know the method of survey you’ll be using and who you’re surveying for, you’ll need to:

  • Build a timeline for how long it’ll take from the survey design to the data analysis.

  • Estimate the cost involved.


5.       Design your survey:

Write your survey based on the survey method you’ve decided to use.

DO NOT try to make your survey all things to all people.  Remember, respondents will not want to spend more than a few minutes at a time answering questions.  Instead of breaking up a long survey into sections, consider breaking your sections into individual surveys.

6.       Pre-test analysis:

Carry out a pre-test analysis of your survey before the actual test. Pretesting helps determine if the survey is easy for the audience to understand, whether they’ll be able to successfully fill it out and whether there are any problems that are likely to occur. Remember, you may even need to rewrite the survey.

You can initially decide to pretest your survey to around 15 to 20 people, who you are fairly sure would respond (these could even be friends or family). At the end of the test, you’ll have a number of results what will tell you how your survey will perform with a larger number of audience, as well as the faults in the survey.

7.       Test:

Carry out the actual test once you’re done with the pretest. Collect and organize the data in an ordered format.

8.       Analyze your survey:

If the information you are using is quantifiable, you will be able to analyze it using statistics. However, you may need to dedicate sometime to learn how to use statistics first. And if you are well experienced in the use of statistics, you’ll want to develop a more qualitative survey based on basic reasoning and inferences.

Overall, your goals will shape out the questions to your survey and the answers to those questions will determine how your marketing plan should be, as well as the strategies you should employ.

 

 

 

Wednesday, January 4, 2012

SurveyPocket 3.5 Release Coming Soon!

A big thank you to those of you who have used SurveyPocket and have experienced the exciting growth of the application!

As SurveyPocket has evolved, we have almost completely supported every question type for your surveys in your  SurveyAnalytics account, while offline. We've had a lot of fun implementing the functionality of SurveyPocket and some of the new features we've added are blowing minds!

Check it out:

  • SurveyPocket runs on, not only, the iPad, but as well as the iTouch and iPod

  • We've added multi-lingual support for your surveys

  • We're recording the geo-location associated with where the surveys will be administered

  • Our user interface has become smooth like butta'... we also offer the choice of themes

  • Record any audio, video, or photo in a survey


I don't want to go through every great addition. You'll have to check it out for yourself.

  1. Try a free account on SurveyAnalytics.com,

  2. create your survey,

  3. download SurveyPocket from the App store, and

  4. synchronize your surveys from your SurveyAnalytics account to the SurveyPocket application


Play around with the application and see for yourself. If you have a brilliant idea for SurveyPocket's growth, please comment here or visit http://surveypocket.ideascale.com/

4 Measurement Scales Every Researcher Should Remember

One of the standard features offered by QuestionPro's online survey software is a wide variety of scales that you can use to measure customer response.

At a first glance all the different scales that might seem similar and easily replaceable by each other. However, as you study them in depth, you realize the diversity of their natures and differences in their uses and their findings. There are over 20 different types of scales that are used by researchers in online surveys.  They can be categorized in two classes – comparative scales and non-comparative scales.

There are a number of factors you might consider when deciding on which scales to incorporate in a questionnaire and which ones to use while analyzing data. Some of the factors are:

  • The type of data that is required from the respondent – ratio, interval, ordinal or nominal.

  • How the information will be used once it is acquired.

  • Number of divisions in the scale – odd or even.

  • Types of statistical analysis methods to be used after data is acquired.

  • The physical form of the scale – vertical, linear, horizontal, etc.

  • Details to be provided in the scale as labels.

  • Whether or not response to a question is mandatory.


Since non-comparative scaling techniques are easier and simpler to understand, we’ll introduce to you the most important four scales. You’ll be delighted to see how easy it is to understand and use them. Those who already know about it them are encouraged to comment on the post and let us know any tips that might further help our readers in using these scales.

1.     Graphic Rating Scale

A graphic rating scale, also known as a continuous rating scale usually looks like the figure drawn above. The ends of the continuum are sometimes labeled with opposite values. Respondents are required to make a mark at any point on the scale that they find appropriate. Sometimes, there are numbers along the markings of the line too. At other times, there are no markings at all on the line.

2.     Likert Scale



A Likert scale typically contains an odd number of options, usually 5 to 7. One end is labeled as the most positive end while the other one is labeled as the most positive one with the label of ‘neutral’ in the middle of the scale.

The phrases ‘purely negative’ and ‘mostly negative’ could also have been ‘extremely disagree’ and ‘slightly disagree’.

3.     Semantic Differential Scale (Max Diff)



A semantic scale is a combination of more than one continuum. It usually contains an odd number of radio buttons with labels at opposite ends.   Max Diff scales are often used in trade-off analysis such as conjoint.

MaxDiff analysis can be used in new product features research or or even market segmentation research to get accurate orderings of the most important product features. The SurveyAnalytics platform help's you discriminate among feature strengths better than derived importance methodologies. Like other trade-off analyses, the analysis derives utilities for each of the most important product features which can be used to derive optimal products, using market segmentation to put respondents into groups with similar preference structures, or to prioritize strategic product goals.

You can have your respondents perform Forced-choice nature of the tasks, where in SurveyAnalytics MaxDiff can disentangle the relative feature importance in cases where average Likert-style ratings might all have very similar ratings.

4.     Side-by-Side Matrix



Another very commonly used scale in questionnaires is the side-by-side matrix.  A common and powerful application of the side-by-side matrix is the importance/satisfaction type of question.

First, ask the respondent how important an attribute is, then ask them how satisfied they are with your performance in this area.  QuestionPro's logic and loop functions also allow you to run through this question multiple times with other alternatives that the respondent might consider.  This yields benchmark data that will allow you to compare your performance against other competing alternatives.



Here is an example of data from an importance/satisfaction question.  The importance rating is the line and the performance ratings are the bars.  With this type of data, you can actually see where your company needs to increase its efforts to more closely meet the needs of the customer.

While there are many online survey tools and online survey software to choose from, you'll find that not all of them have these different types of scales available to them.

As you're designing your survey, be sure to offer a variety of scales.  Using different scales in your survey will engage the respondent more fully and prevent them from clicking the highest, lowest or middle rating all the time.  Another benefit to using different kinds of scales in your survey is that each scale provides you a unique perspective on the data that you are analyzing.

Before designing your survey, review the different types of scales and question types inside of your online survey tool and be sure to pick the one that will best help you make your decision.

Monday, January 2, 2012

SurveySwipe Launches HTML5

It's a new year, and a whole new chapter is beginning:  we are proud to announce the release of the HTML5 version of SurveySwipe.

This is going to change everything, folks!

With this release SurveySwipe’s powerful mobile survey platform is no longer locked into an app format; the platform now can easily run on any mobile device, with no app download required.

This new freedom will be particularly important in the case of episodic research, where a requirement to download an app can be an obstacle to participation.

The logical solution is to free the software and run it through the browser.  That's precisely what we've done.

One of the coolest things about our HTML5 launch is that it allows for easy QR code survey activation.  Below is a clever way we have been using QR codes with one of our larger clients.

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Just scan the code and panelists are taken to SurveySwipe and our incredibly easy user experience!

In this rapidly evolving mobile ecosystem, you have to stay ahead of the curve.  We are already the only mobile survey solution that covers every major platform (iOS/Android/Blackberry/Windows Mobile).  With the addition of HTML5, the browser gap is filled.

We are proud to say that our software can reach panelists on whatever device they use.

Your data will never be the same!

Cheers, and Happy New Year!

SurveyPocket 3.5 Release Coming Soon!

A big thank you to those of you who have used SurveyPocket and have experienced the exciting growth of the application!

As SurveyPocket has evolved, we have almost completely supported every question type for your surveys in your  SurveyAnalytics account, while offline. We've had a lot of fun implementing the functionality of SurveyPocket and some of the new features we've added are blowing minds!

Check it out:

  • SurveyPocket runs on, not only, the iPad, but as well as the iTouch and iPod

  • We've added multi-lingual support for your surveys

  • We're recording the geo-location associated with where the surveys will be administered

  • Our user interface has become smooth like butta'... we also offer the choice of themes

  • Record any audio, video, or photo in a survey


I don't want to go through every great addition. You'll have to check it out for yourself.

  1. Try a free account on SurveyAnalytics.com,

  2. create your survey,

  3. download SurveyPocket from the App store, and

  4. synchronize your surveys from your SurveyAnalytics account to the SurveyPocket application


Play around with the application and see for yourself. If you have a brilliant idea for SurveyPocket's growth, please comment here or visit http://surveypocket.ideascale.com/
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