Friday, July 29, 2016

5 Ways How to Talk to Your Customers

There is a secret to growth that nobody truly talks about anymore. Maybe, because it is not a new way – and it’s not beyond measure cool or techy. Or maybe because practicing  this, for the most part, winds up creating more work. But time and again, this one little “hack” will have the greatest effect on developing your business. You should talk to, support and delight customers.
At the end of the day, great sales and marketing really just comes down to understanding your customers.  And if your competition is able to understand and delight customers better than you, guess who’s going to end up winning that customer’s business one day? OK. Enough about why you should be talking to talk to and delight customers. Here’s an infographic to show how to actually go out and do it.
Once you’ve started to support your customer, make sure to follow through, especially if the customer is frustrated. And in no case, make the situation worse, by passing the customer on to colleagues, managers,etc. This frustrating game of pass-the-baton only serves to escalate the situation. The employees working on the support team should be empowered with the ability to resolve issues quickly and efficiently. They should be given several options of how they can resolve issues without having to get their manager involved. That way your company will not only delight customers but the empowerment will also delight your employees.
You should further use your existing loyalty tools to satisfy, even delight customers. Explain how their feedback will be used to improve the business.
We love to celebrate great customer experiences, yet we know people aren’t perfect. Mistakes happen. Tempers flare. Business owners should have the ability to make things right when mistakes are made. Here are somecritical mechanics for detractor recovery if you ever end up there. but of course, its best not to make them in the first place, so talk to your customers, to always be in sync and to know when you should delight customers. We can also help you do that with our Customer Experience Solution.

Friday, July 22, 2016

Insight Community Management: 3 Attributes for Success

President, QuestionPro Communities
Online community management can encompass many different areas and schools of thought. In order to hone in on this and focus the blog post, I’ll cover the three attributes for success that are common amongst a wide variety of online communities. The keys center around the most important part of an online community, which of course is the members.
Let’s jump right in…
#1 – Build – This revolves around building your community and getting the right members in initially that match your overall goal for the community. This includes specific segments or personas that you want to target with your research. Before you do this step of building your community, you want to take a step back and make sure you have clear goals and a mission of what you want to accomplish with your community. This is the working backwards kind of approach. Something like, in order to achieve my ultimate goal, I need these kind of members in the community. Then once you have this set, the next step is to recruit these members in the community. This can be as easy as uploading a list of your customers into the community and inviting them to it. If you don’t have such a list, you can build your community organically from other channels like social media, websites, or third party panels. When using any of these methods, making use a qualifying survey where you can ensure you’re getting the right members in the community is paramount to a successful community management strategy.
#2 – Engage – Once you have your members in your online community, it’s of the utmost importance that you keep them engagement. This can come in many different forms and will also depend on what drives the specific member to want to participate and be an active member. Good online community management in a research context starts with having many different activities available to your members. These activities all point back to the goal that you have for the community and your research initiatives overall. At the center, you’re creating surveys for the members to take. This is one of the most fundamental ways to engage your members. Some other key methods include making use of polls in your online community portal, a topics/forum link interface for the members to post comments and discussions. Furthermore, activities like an Ideation board allow for organic ideas from your members which then other members can vote up or down. The bottom line good community management will have an engaging strategy which will, in turn, lead to deeper insights.  
#3 – Grow – You have your community built, you have good levels of engagement, now the next step in an online community management strategy is to continue to grow your community. Growing your member base will ensure that you’re continually getting fresh perspectives from members. It’ll help in make sure your community doesn’t become stagnant over time and will keep it vibrant and active. Even the best communities face periods of attrition where they need to build their community back up again and add new members. It’s important to continue to do this and build this into your online community management plan so that you continue to get the insight you’re seeking in your research. There are tools integrated into platforms like the ‘Refer a Friend’ module in QuestionPro which members can easily refer other to join the community and then they receive points for it as well. Continuing to getting new members in your community will only help to ensure that your levels of engagement and health of your community will remain at high levels.
QuestionPro Communities is a purpose-built community insights panel solution. Our feature rich tool set is at your disposal to help you create engaged communities, collect real-time customer insights, and positively impact your business.We continuously improve our  Community Insights Tool and here’s the latest Newsletter
Contact us today to learn more – or

Friday, July 15, 2016

10 tips for Creating Online Survey Questionnaire That Works

Picking the right survey design can be the key to gaining the information you need to make crucial decisions for all your research. It is very important to choose the right topic, choose the right questions types and pick a corresponding design. If this is your first time creating a survey, it can seem like an intimidating task. But with QuestionPro, each step of the process is made simple and easy. Next week we're doing a webinar  - The Ultimate Guide To Effective Online Surveys that is the perfect opportunity to learn pro tips for setting research objectives, understanding your audience, creating the right survey questions, how to distribute and analyze your surveys, and how to make informed decisions derived from your surveys. But for now, here are your 10 Tips Creating Online Survey Questionnaire That Works. 

Set your SMART Goals

Before conducting any market research, or creating a particular plan - it is very important to set your GOALS. What is that you want to achieve with the survey? How will you measure it in a timely manner and what are the results you are expecting ?

Choose the RIGHT Questions
Designing a survey can be a tricky task, asking the right questions may help you to get the answers you are looking for and ease the task of analyzing. So, always choose those specific questions - relevant to your research.

Begin your survey with a Generalized Question
It was always preferred to start your survey with a “General Question” so that that right from the beginning you get to know whether your product is even used or not. That also provides a good base and intro for your survey.

Enhance your Survey
Choose the best, most relevant 15-20 questions. Frame each question as a different question type, based on the type of answer you would like to gather from each. You can use different types of question types like multiple choice, rating scale, open ended etc. Look at more survey examples and 4 measurement scales every researcher should remember.

Prepare Yes/No Questions
You may also want to use yes/no questions to separate people or branch into groups of those who "have purchased" and those who "have not yet purchased" your products or services. Once separated, different questions can be asked of each of these groups.

TEST – On all electronic devices
It becomes very easy to distribute your surveys if it can be answered on different electronic devices like mobile, Ipad etc. Once you have created your survey. It’s the time to TEST. You can also make any corrections if needed at this stage.

Distribute your Survey
Once your survey is ready. It's time to share and distribute to the right audience. You can share handouts, share it via email, social media and other industry related online/offline communities.

Collect and Analyze responses
After distributing your survey, it is time to gather all responses. Make sure you store your results in a particular document or an excel sheet, with all the necessary categories mentioned, so that you don’t loose your data. Remember, this is the most crucial stage. Your responses should be gathered based on various categories such as:
  • Demographics
  • Psychographics
  • Behavioral
This is because, as a researcher, you must know where your responses are coming from. It  will help you to analyze, predict decisions and help write the summary report.

Prepare your Summary report
Now, is the time to share your analysis. At this stage, you should mention all the responses gathered from a survey in a fixed format. Also, the reader/customer must get clarity about your goal, which is what were you trying to gain from the survey. Questions such as -  whether the product or a service is been used/preferred or not. Do respondents prefer some other product to another? Any recommendations?

Finalize your overall plan
Now is the time to prepare your final an action plan, based on the goal set, responses gathered and the conclusion conducted. Here you need to fix the process of your final plan and execute.

Check out more examples for surveys from QuestionPro.

Wednesday, July 13, 2016

6 Tips to Improve Your Online Survey Questions

Collecting information for your research can be a challenging task, made easier by good surveys. Writing effective survey is the art of getting the correct information from your respondents in a limited period of time. Remember, it is important to save their time while getting reliable and clean information for your research. There are some important tips to keep in mind for writing great survey questions.

Watch Your Language
Use simple, direct and specific language in your questions. Start with conversational questions and make them more specific. The point here is that the reader must understand it easily. Also, avoid jargons and double negatives.

Improve Reliability of Survey Answers
Do not ask double-barreled questions; instead, ask two separate questions to get more accurate answers. Avoid dichotomous questions, as many might not agree with the dichotomy. Know the knowledge level of your respondent and if in doubt, clarify the concept by giving more details.

Remove Bias
Leading questions will only help you confirm your bias and not represent the truthful opinion of the respondent. Loaded questions tend to suppress rational thought and result in knee-jerk reactions in your respondent.

Use Multiple-Choice Question
Multiple-choice questions give the respondent a chance to see all the options, making their task easy. Set up the choice list to cover all option without overlap.
For example, if you asked the respondent – What are the number of hours you work in a day? Choices should not be “2-3 4-8 8-12 hours. In this case, people who work for 4 to 8 hours. 8-to12 hours will have two choices. This might impact your data quality.

Ranking Questions
Ordering your questions logically is very important to give a sense of flow to the survey. Always rank your questions from simple concepts to complex ones.

Using the Out option
Some respondents can’t answer certain questions because they don’t have the experience or don’t know the correct option. For these situations use “Does not apply” option. Another way to give an Out is to accept user input in the “Other” option.
Great survey questions can provide with some insightful data. Here are some more survey design tips to increase response rate. 
Learn more about QuestionPro different survey question types.

Friday, July 1, 2016

Why Do Companies Use Net Promoter Score

One of the industry standards for determining customer satisfaction and loyalty is the Net Promoter Score question. If you haven't heard of NPS, you've likely seen it in action: rating an experience or a product on a scale of 0 to 10. It is also the only industry satisfaction question to use a full 11-point scale. But do you know why do companies use net promoter score, what each of the numbers actually means and how to use the question in a feedback experience?
What is Net Promoter® Score (NPS)?
The NPS is a scoring model developed in 2003 by Satmetrix, Bain & Co., and Frederick F. Reichheld. It is yet another tool in an organization's customer feedback program that, when used, can be a powerful way to keep an eye on satisfaction trends. It asks respondents to respond on a 0 -to- 10 point rating scale question, "How likely are you to recommend Company/Product to your friend/colleague?" The scale is then divided into three sections:
  • Promoters - Users who gave a 9 or a 10 (likely to be actively telling others about their positive experience)
  • Passive - Users who gave a 7 or 8 (likely to be pretty luke-warm about their experience)
  • Detractor - Users who gave a score between 0 and 6 (likely to be either actively be telling others about their poor experience or else just not likely to recommend your organization to others, nor are they likely to return)
How can I use the NPS in my feedback program?
While there are entire feedback programs centered around the Net Promoter Score methodology, it can also be used as part of a feedback program. The key, though, is that the NPS question is not a stand-alone question, asked once a year, or every once every six months. To get the most out of any customer feedback program, including one using the NPS, the feedback should be gathered and analyzed as often as possible. In some cases, this might be daily, in others, this could be weekly, bi-weekly, or monthly. The frequency should fit your organization and your organization's needs, and should tie into action plans to act on the feedback.

What benefit could I get from using the NPS?
First, the NPS is an industry standard. That means there are many resources available to help with how to implement feedback based on the NPS. Net Promoter Score tells you exactly what your customers think. There is also significant research behind the NPS and how people respond to the question that may help you as you determine how to best include the question in your feedback program.

One of the biggest benefits is that it's easy to keep tabs on satisfaction trends. With QuestionPro, you get visual feedback on your organization's NPS score, in a chart with red (Detractors), yellow (Passives), and green (Promoters). This visual report means it's really easy to view trends over time and see any shifts in customer perspective, especially if those shifts are away from Promoters into Passives or Detractors (though, hopefully, you're seeing shifts as people move from Detractors or Passives into Promoters!).

How can I add a Net Promoter® Score type question to my survey?
To add a Net Promoter® Score question type go to
  • Click Add Question.
  • Select Net Promoter Score from under Advanced Question Types.
  • Enter in the text for the question.
  • Click Save Question.
A 0 -to- 10 point rating scale is automatically added.

What's your NPS?
Now that you see how easy it is to include this into your feedback program, take it for a spin! Leave us a comment and tell us what other questions you use with the NPS, or what questions you think would work well with the NPS!