Wednesday, April 25, 2018

When It Comes to Market Research, It's All About The Experience

In a world where the perfect Instagram photo is more valuable than a souvenir from a vacation destination, the value and importance of a good customer experience have skyrocketed. Anyone has the power to tweet a bad experience to the world. People and businesses are watching. Entire organizations are restructuring to cater to the customer experience and major investments to improve the customer journey are being made across all industries.

The shift in market research towards customer experience research is a direct result of these changing trends. Although standard online surveys can capture the basics of a customer experience, tracking the entire customer journey in a way that is easy to analyze and react to is now the gold standard for customer experience research. Successful feedback and tracking programs are heavily baked into the business culture. Designated roles and tasks are assigned to ensure every customer journey has a positive outcome. Customer experience is accountability in action.

If you are interested in shifting from customer surveys to a customer experience program, here are key components needed in order to implement a successful CX program:

1. Know your customer journey and when you want to engage them
From presales to post sales, it is important to understand the level of engagement customers may want to have with you. This includes knowing when and where they are looking at information, who are they talking to, which networks they may be a part of, etc. Depending on your business, some of these suggestions may feel intrusive, but some may make perfect business sense. Any time direct interaction is made is a perfect way to track experiences to determine the next steps for the customer and the appropriate action for the organization to work on. From a technological standpoint, it's important to know the perfect touch points for feedback. Mobilize the conversation by in delivering feedback opportunities to track in-the-moment experiences via smartphones and use frontline workers to capture qualitative feedback. 

2. Track experiences - not just transactions
Do you track what people are saying about you on Google reviews or Yelp? Checking it periodically doesn't count. When customers are free to use open platforms to share their experience via words or video, a proper cx program will include monitoring peer review sites as well as other experiences other than post-purchase transactions. Both have equal impact on revenue. A great example is Starbucks closing 8,000 stores for racial bias training. Folks didn't have to buy a latte to form an opinion on this situation, but it is equally important for Starbucks to address this properly for the sake of its global brand and long-term revenue projections.

3. Use experiences to deepen relationships
A while back, some friends and I were driving through Provo, UT on the way back to Washington state when our car stopped working. We didn't know anyone in town and started calling all local auto stores to see who could help us figure out what to do. We happened to call Les Shwab when the manager was about to close the shop, and he drove out to our car on the side of the freeway, found what was wrong, and immediately fixed it within 45 mins. What a miracle! Later, I found that Les Shwab has the policy to help customers to the best of their ability no matter the situation. This manager made a lasting lifelong impression on me. It's important to remember that no two journeys are the same no matter how much you want to anticipate expected reactions and outcomes. This as an opportunity to deepen your relationship and create a meaningful experience that can have lasting impressions. Being able to identify customers who can enjoy offering feedback would make for a great opportunity to create an online community or panel. Feedback in exchange for exclusive engagement experiences while ensuring a positive customer journey is a win-win for both the panelist and your organization. Look for tools like SurveyAnalytics that can support a customer experience program and integrated online communities.

4. Tell a story about the customer journey with data
Data doesn't make sense unless it tells a sensible story to the people who want to read or hear about it. An NPS score of 15 in 2017 vs a 4 in 2016 will mean nothing unless you supply context and supportive visualization tools. What if in 2016 you had 100 customers, but in 2017 only had 70 customers? Even if the NPS grew year or year, there is an area of failure that must be addressed. As market researchers, it is our job to interpret and deliver impactful reports that make it easier for decision-makers to do their jobs. When we spark a reaction, then that means we told the story well. Find a customer experience tool that allows you to build customized reports that automatically trigger actionary steps for various teams within an organization. 

To learn more about the customer experience program, contact SurveyAnalytics to get started today.

Tuesday, April 24, 2018

Research Reveals Women Are Taking Charge of Home Renovation Projects in 2018

QuestionPro Audience, a division of SurveyAnalytics and QuestionPro that specializes in research and data collection, has released its latest research study: “2018 Home Renovation Report: Homeowner Trends, Spending and Priority Projects”, a look into homeowner renovation plans.

The 2018 Home Renovation Trend Report reveals that spending is on the rise, and women are taking the lead when it comes to conducting household renovations. 55% of homeowners plan to do at least one home improvement project over the next twelve months, up from the 38% who have conducted previous projects. Women, in particular, are looking to perform home improvements in the next twelve months, with 51% planning to spend between $1,000 and $5,000. What’s more, our study found that 54% of women are paying with cash, compared to 40% of men.

"Judging by our data, 2018 will be a profitable year for building supply stores (like Lowe’s and Home Depot) and general contractors," said Rudly Raphael, President of QuestionPro Audience. "Our report shows that consumers are eager to complete projects they may have put off when the economy wasn’t as strong. They are optimistic about the year ahead, and are looking to spend money to increase the value of their homes.” 

QuestionPro Audience’s latest study takes a look at homeowner spending behavior and renovation trends. The infographic provides an in-depth look into homeowners who plan to do an improvement project during the next twelve months, how much they’ll be spending, and if they plan to hire a contractor or DIY, among other insights.  

Tuesday, April 17, 2018

New Enhancement! Add Logos to Online Surveys

For any brand, across any industry, a logo is more than just a graphic – it is the symbol of the organization that plays a critical role in brand recall and messaging.
We at SurveyAnalyticsunderstand the significance of this consistent brand messaging, and this includes creating and sending surveys that are customized with the survey creator’s brand logo. After all, customer and consumer outreach efforts using surveys play an important role in informing respondents that your brand cares about their opinion and feedback.
An effective way to brand a survey is to embed an organization’s logo in it, which will unmistakably communicate to the respondents that a specific organization is conducting the survey.   

Steps to add a logo to a survey:

Step 1: Go to Edit >> Workspace

An “Add Logo” button will appear. Click on it.

Add Logo in Online Survey
Step 2: On clicking “Add Logo”, a popup will open. Upload or drag and drop the logo/image file.
Add Logo Popup
Step 3: After uploading the image, it will appear on the survey and is usually center-aligned.

Logo in a survey for branding
How to edit or remove this image?

Once the logo/image is inserted into the survey, it can be edited or removed. This can be done by clicking on the drop-down which will provide options to change the alignment or remove the image.
Edit logo in a survey

Friday, April 13, 2018

New Feature! Cross-Tabulation 3.0!

Do you often need to do comparative analysis with your survey results? We have introduced yet another feature to our already existing list of features in cross tabulation to make it even better.
The cross-tabulation tool allows you to measure the interaction between two questions (variables). The table will only show respondents that answered both of the questions, meaning the frequencies shown may differ from a standard frequency table. The cross-tab report will also show Pearson’s Chi-Square Statistics, which shows the level of correlation between the variables using the chi-square, p-value, and degrees of freedom.
Here is a preview of the new features added to the crosstab tool:
Step 1
Login »  Surveys »  Reports
Click on Cross-Tabulation under Advanced
cross tab 1
Step 2
Select a row question and a column question from the respective dropdowns.
The cross-tab table will be generated, along with Pearson’s Chi-Square Statistics and a Significant Cells for both questions.
SurveyAnalytics has opted cell comparison technique for highlighting the most significant cells i.e. SurveyAnalytics consider the effect of other variables on the variable we study and see if there is any change in the percentage derived. Method opted for the calculation is column/cell comparison technique.
The cell highlighting option will only work if our Chi-Square Test confirms that there is an association between parent variables.
The highlighted cell would signify that the shown percentage is most significant when compared to other observation(It need not highlight the cell with the highest percentage).
This test will only confirm the cell is most statistically significant i.e. it is not affected by other variables and the percentage has not occurred as result of random chance variation.
cross tab 2
You can also filter the data based on the following:
  • Responses to Questions
  • System Variables
cross tab 3
You can share the report using the sharing link.
cross tab 4
You can download the report in the following formats:
  • PDF
  • Excel
cross tab 5
The new crosstabs feature is available on Saturday, April 14, 2018.

Tuesday, April 10, 2018

Should We Worry About Hot Trends in Market Research for 2018?

A recent article from the American Marketing Association pinpointed nine trends in market research to look out for in 2018. The overall feedback from fellow researchers and marketers were mixed - a bit of excitement and fear of the unknown. How is this going to affect the work we do today? Are we going to see similar changes that hit our industry during the recession in the mid to late 2000s? As someone who was a market research manager and lived through the recession that wiped out many market research organizations, including the one I worked at, I completely understand the fear. It is hard to trust technology when you feel like it is gunning for your job. 

From my research and experience working with various customers, there are three specific trends that will revolutionize our industry:

1. Customer Experience (CX) Will Continue to Grow
With Amazon leading the way, more and more companies are giving customers a seat at the business table. I don’t see this changing anytime soon. Automation to deliver and gather feedback is incredibly popular, and a preset course of action allows organizations to handle experiences in the moment - far better than waiting for an email response weeks later. If you are an organization concerned about your customer’s experience and need better ways to be proactive, then it is time graduate from the standard survey for feedback and consider a CX solution. However, a solution is only as good as the team properly implementing it. CX solutions need smart folks with market research backgrounds to set up and drive results that are actionary in nature. This is your opportunity to specialize in this particular niche. 

2. Predictive Analysis Will Soon Become the Preferred Way To Efficiently Deliver Results
Automation will affect the market research industry. There’s no doubt about it. People who need data to review will need it quickly and in a simpler format than what is traditionally offered. 
Simple- Digestible - Actionable are three characteristics that predictive analysis must be in order to work. But who is going to be there to set this up and validate the results? This is the value that research analysts, data scientists, and market research managers can offer. The growth in popularity for predictive analysis is only going to make validation research more important in the future. 

3. Artificial Intelligence and Learning - More Passive, Less Creepy
As you can see in the recent Facebook privacy scandal, learning about people has been and will always be extremely important for businesses to better target their messaging for products and services. AI and other learning tools are already smart enough to know what websites I visit and that they use my Instagram feed to continue advertising to me. A bit creepy if you ask me, but this is the world we are headed towards. Recommendations when online shopping and Netflix viewing habits all culminate into getting a relative idea of who you are without asking you any direct questions.  As the world continues to demand customized experiences, organizations will continue to look for passive ways for businesses to interact with you through intelligent design and machine learning. The biggest area market researchers can influence the growth of AI and machine learning is setting best practices and standards for ethical data collection and storage. We are already seeing GDPR being enforced in the EU this coming May, and I believe this is going to eventually become a global issue that organizations like the American Marketing Association or Market Research Association could take on and be the voice of ethics when it comes to protecting every citizen's privacy.

After reading these, are you panicked or are you hopeful? For me, I’m hopeful because many of my colleagues and I were able to evolve and flourish after the last recession and technological overhaul in the market research industry. I strongly believe that will happen again, and I love the idea that market research has a future influencing much of the technology that will be implemented soon. There will always be a place for traditional market research methodologies, and who better than us to mix something old with something new? We all should be mindful and continue to grow and learn how to adapt with resiliency to the evolution of changing technology. Companies who are invested in new ways to gather insights will be even better off when you are able to embrace changes while adding your expertise to the mix. 

Monday, April 2, 2018

New Feature Alert: Workforce Employee Engagement Dashboard Filters

Data is only valuable when it is relevant and applicable to the person reviewing it. When it comes to implementing a successful employee engagement program, tracking the results requires multi-level management buy-in and long-term advocacy from the groups who must review the results.  If the department or regional sales manager cannot easily see data that apply to their particular team, then they will have no problem telling you this isn’t valuable and that it won’t help them build and retain better work teams in their future.
SurveyAnalytics' Workforce dashboard filter will allow Workforce administrators and various team managers to filter and review particular questions from the 360 survey. This will give the head administrator the ability to deliver data that is most relevant to the right folks that can benefit and use it for important team and executive decisions.
The Dashboard Filter offers real-time filtered data from the results collected from the employees. This data is based on the criteria selected by the Workforce administrator. The administrator will be those assigned to Workforce account which may include human resource managers, team or department managers, executives, internal market research analysts, and or outside consultants.
Administrators can use the dashboard filter tool on Workforce’s analytics tab to filter the data based on Employee Fields and/or Questions. After the filters have been applied, you may choose to download the filtered data after the selection has been made.
To set this up, log in to your Workforce portal, select the project name, and then go to Analytics >> Filters
Workforce Employee Portal - Dashboard
‘Filters’ will open a box of options for the administrator to select.
Under ‘Employee Fields’ you can select Role, Team, Location, Type, etc.
Under ‘Questions’ you can select the questions added in the survey.
These selections chosen will then be applied to the real-time workforce dashboard and can be downloaded for external delivery.
Workforce Employee Portal - Onboarding Survey
For more information on our employee engagement program, visit Workforce on our site and contact us here and we can walk you through best practices and tips to get your organization started today.

Tuesday, March 27, 2018

Site Maintenance Notification

We want to notify all customers that this Thursday, March 29th, 2018 PST from 9:30 PM to 10:30 PM, there will be a scheduled downtime for approximately one hour. SurveyAnalytics will be using this time to add more capacity to our infrastructure and speed up our overall service. To ensure uptime and stability of the platform, we are performing this upgrade on off-peak hours so that we can ensure a smooth transition.
During this maintenance window,  SurveyAnalytics and QuestionPro will be inaccessible for one hour. All operations around the platform, including automated delivery of scheduled emails and reports, will resume immediately after the maintenance window.
We appreciate your patience and understanding. As always, if you have questions or issues, please submit them at
For any immediate concerns please connect with us over Live Chat.

Tuesday, March 20, 2018

New Feature: CX Advanced Reporting - CSAT Dashboard Widget

If you’re sending customer satisfaction surveys to your customers, we have good news! As a part of our Advanced Reporting initiative, we’ve released an advanced reporting widget in our dashboard within our Customer Experience platform.
Add your CSAT question type into your survey as you normally do, and with a few clicks of your mouse in Analytics, you can see your CSAT summary in a widget within your custom-built dashboard.

Customer Satisfaction Reporting Scales

Our CSAT reporting comes in various rating scales:
3-point scale (1-3)
5-point scale (1-5)
6-point scale (1-6)
7-point scale (1-7)
10-point scale (1-10)
And also comes in graphical (star or smiley) scales:
1-3 and 1-5 Smiley
1-3 and 1-5 Star

CSAT Reporting: Calculation Methods

Composite Score
We’ve built the reporting to calculate the Composite CSAT Score, also known as the Average score.
Top-2 Box Score
You can also choose to report your CSAT in Top-2 Box Score.
This CSAT advanced widget reporting is another tool in your Customer Experience (CX) toolkit that will enable you to measure each customer interaction and understand which touchpoint to improve. When you combine the CSAT reporting with NPS, you can easily understand the areas for improvement and how each CSAT interaction can impact your NP
Adding CSAT Question Type
To add a Customer Satisfaction question, find the “Customer Satisfaction” type under “Advanced.”
CSAT Question Type
Choose your scale type after you add the CSAT question type under “Settings”
CSAT Question Type Scales

CSAT Dashboard Reporting

To add the CSAT reporting widgets into your dashboard, go to your Analytics tab.
Click on “Add Widget” and select “Survey” as your widget type, then choose your desired CSAT survey.
Once you save, your CSAT reporting widgets will appear in your dashboard.
Building an automated customer experience program with the right partner matters. Contact us today to learn how to get started and begin your trial account with SurveyAnalytics.

New Feature: Customize Automated Deployment Schedule on Pulse - The Employee Engagement App

In the world of employee engagement, managers and HR personnel are looking for better ways to understand their employees in order to make critical business decisions that affect the organization. Instead of the annual employee survey that takes 30 or more minutes to complete, organizations are using the Workforce Pulse mobile application to stay connected, keep communications lines open, and allow employees to offer quick feedback while on the go.
A pulse is a micro-survey sent at frequent regular intervals, usually once a week. A pulse helps you keep a real-time tab on employee satisfaction and cultural alignment; you don’t want to wait until year’s end to find out a key department is drifting away from the culture. It is a fast and frequent mobile survey system that offers quick insights into the health of a company, hence, the name ‘Pulse’.
The new scheduled deployment feature on Pulse will allow survey administrators to schedule and automate deployment times to specific groups of employees. This will make scheduling and gathering feedback more efficient, and be able to deliver feedback opportunities when most convenient to the employees. The results will be higher completion rates and better feedback to be used for business decisions.
To schedule a Pulse, you must update the following information in the Workforce Pulse ‘Send’ tab:
  • Frequency: How often do you want the Pulse emailed to you automatically.
  • Time: At what time do you want the Pulse to be deployed.
  • Time Zone: Select the time zone for Pulse deployment.
Click on Save Pulse.
Customize Automated Deployment - Pulse
Once this is scheduled, you may access the ‘Sent’ history to view all upcoming and past sent pulses to review open and completion rates.
Customize Automated Deployment - Sent list review - Pulse
Read more about employee engagement solutions by SurveyAnalytics and reach out to us today to begin a trial of the Pulse application.  

Tuesday, March 13, 2018

New Feature Alert: Customize Automated Reports and Survey Delivery Times

SurveyAnalytics now offers the ability to customize when you and where you want to deliver automated reports and surveys. If you are working with a team that prioritizes reports to be delivered at a certain date and time (including timezones) for the duration of a market research project, this automated tool is exactly what you need. You can also schedule and customize reminder messages ahead of to respondents to complete a survey. Enabling these survey automation tools delivers what everyone needs - when they need it.

The Set Up:

1. Pick a survey or a report you want to send and click on “Send Later”.
2. As you can see, it now gives you an option to schedule your survey by picking a date and specific time when you would like to send your surveys.

Precise time-bound scheduling is particularly helpful for non-local research studies when researchers prefer to schedule their surveys to be sent to respondents at their local times. The scheduler is especially handy when these respondent time zones are at odds with user’s own time zone.

Tuesday, March 6, 2018

Managing Relationships and Feedback with Panel Management Solutions

As someone who is active in many in online groups for business and personal interests, the market researcher in me can't help but wonder what group admins and moderators are doing to manage and capture feedback for business decisions. Most of the time these folks are policing groups and making sure people follow the rules, posting content, and replying to questions or posts. Admins receive a lot of anecdotal qualitative feedback but are not able to truly measure the temperature of a groups' opinion on various topics being discussed. With an abundance of information and engagement happening in online groups and forum site such as Reddit, it is nearly impossible for someone to fully take in and process the information into useful that data decision-makers can use. Sure, they could port feedback into social media monitoring tools or text analytics tools, but this does not address deep profiling requirements or monitor feedback trends that business decisions may want to view. 

A great example is that I am a part of a wellness and lifestyle group on Facebook that is obviously there for marketing a certain product that I don't have any interest in buying, but I do enjoy the content and topics that are being posted and discussed. I don't think the admin knows that I have no interest in purchasing their products or services. Why is that? Because they don't have a way to get to know me within a group! There's no way to drill down to expose a potential goldmine of data that could help a business grow in order to understand what it may take to convert a new sale or how to best present their content to more folks like me in the world.

This is where panel management solutions, such as Communities, can bridge the gap. Instead of forcing businesses to make blanket-style decisions, using Communities can offer a better picture of who is saying or doing what and when through combining the ability to profile each respondent, view activity history, and initiate intimate engagement opportunities.

Leveraging online communities for research is something that researchers have been doing for the past 10+ years. One of the things that makes online communities one of the fastest growing methodologies is in part due to the wide range of qualitative options. For example, online discussions, smartphone ethnographies, online focus groups, and depth interviews offer qualitative results. The ease of access to members in the community, in most cases the customer, make these qualitative tools even more valuable. But when should they be used? Why should you use one over the other?

Qualitative methodologies can be divided into Synchronous vs. Asynchronous. Synchronous would be those like focus groups or depth interviews. Asynchronous are more like online bulletin board studies and diaries. Basically, is the research being done with groups or is it taking more of solo approach. These are a couple of the factors that need to be taken into account. But there are also many other methodologies that take it beyond the typical ‘Discussions’ and weave in more of a Smartphone ethnographic approach. In addition, closed looped feedback or collaborative qualitative research are two other paths that a research can take to tackle business opportunities. 

As more businesses move towards a customer-centric model, the rock stars of the business world, such as Amazon,  are showing how important the voice of a customer is at every pivotal move. Market researchers and insights managers are in key positions to properly capture opinions and gauge the temperature of the most important asset of a business - their customers. Online forums and social media groups is the first step. The next step is to implement a panel management solution to better manage and deepen the customer relationship.

To learn more about Communities and panel management solutions, please check out our e-book on panel management solutions and contact us to learn more on how to implement a panel management solution that fits your customers' preferred engagement style.

Tuesday, February 27, 2018

The Benefits of Conjoint Analysis

What is Conjoint Analysis? It is a quantitative research method to get feedback from the customers about an upcoming product or feature, giving access to important yet hidden details which might not come to you naturally while doing product research. For example, a car manufacturer looking to understand whether the cost of the cars is justified with the offered features can conduct a conjoint analysis project. This will give them insights on how competitive their features are and whether they need to compromise on the cost to meet the market standards. Customers not only reveal what they expect from your organization in the future in terms of features and products, but they also disclose their current perceptions about your products or features.
Conducting conjoint analysis can get difficult to execute and analyze due to the high level of technicality involved in measurements, especially when it is implemented on a large scale. With the real-time, automated data collection and analysis offered by online surveys such as SurveyAnalytics, decision making at the organizational level becomes convenient. Those involved in deciding whether the features justify the cost of the product or learning to understand user preferences can implement this in real-time for a larger audience for new product establishment, market positioning of the product, human resource allocation for it and more.

All about Conjoint Analysis Survey:

When launching a new product, feature, or service, customer preference for a similar category of product features and pricing should be taken into account.  In addition to analyzing the sales data, running a conjoint analysis survey that will fetch you a better understanding of customer acceptance of potential new-to-market products. The results can be applied towards targeted customer campaigns and will help you create more impactful marketing campaigns.
There are three distinct phases in which a conjoint analysis survey needs to be executed: 
1. Data Collection - Online survey data collection: This is the primary stage in which a survey needs to be sent across to all your target users. This way, you can collect information from your users about their thoughts about a current or prospective product. This curated data has to be then analyzed and put in the product pipeline.
2. Derive Results - Analyze collected data: Carefully analyzing the collected data to understand the respondents’ mindset to frame action items is necessary once you’ve sent out the survey and collected information. Analyze the data collected in form of excel sheets or charts or graphs can be utilized to design a strategy for your product or marketing aspects.
3. Take Action - Actions based on insights: Dynamize the business by implementing the results achieved from the conjoint analysis. These actions can be as simple as increasing or decreasing the cost of the product in question and can be as difficult as scrapping a product on the basis of the results obtained from the conjoint analysis.

Benefits of Conjoint Analysis Survey:

  • Conjoint analysis is usually used to bifurcate a larger chunk of the target market into smaller chunks on the basis of the results obtained from the survey. This makes branding and marketing a product easy due to the filtered lists created from the main list.
  • It’s the perfect medium for respondents to give their feedback on more than one attributes.
  • A platform to analyze responses at individual and aggregate levels.
  • Easy experimentation medium for aspects like price/features before launching a new product.
  • Effective for competitive analysis.
  • It’s a very vital tool to understand the brand value and makes it easy to understand how the market share is impacted by the various accords between factors like features, pricing or brands.
To get started with conjoint analysis, click here and begin your free trial today.