Thursday, June 14, 2018

New Feature! SMS Surveys and 2-Factor Authentication from SurveyAnalytics Communities

Over 5 billion people around the world own a mobile device/smartphone. Due to such a high number, using SMS text messaging for survey invites and 2-Factor Authentication via text message are key features for a community platform. These will improve the security of your community and also skyrocket both open and response rates.
An SMS survey invite is a seamless way to send an invite to your members in order to better gather valuable feedback from your members, improve your product or service, and ultimately grow your business or organization. Partner this feature with the ability to set up 2-Factor Authentication, it’s the best move you can make to not only ensure your members are legitimate but also improve response rates.  Let’s take a deeper dive into both of these features.

2-Factor Authentication

2-Factor Authentication
Two-factor authentication is a security feature to make sure the appropriate member is in your community and completing the surveys. No more questioning if your members are who they say they are.  When joining the community, new members have the opportunity to input their mobile number in the signup form and receive a text message with a unique code. After inputting this code, their number is linked, and they are a verified member. This is an alternative method to the double opt-in email.
The main reasons for using 2-Factor Authentication are:
  • Improves the security of your community.
  • Reassurance that the member signing up is who they claim to be.
  • Increases the number of valid members of your community.

SMS Survey Invites

Once your members have given permission to participate, they are now ready to receive your survey link on their mobile device via SMS text message.  The platform allows you to send out surveys you create from scratch or pulled from our extensive library of questions. After opting into receiving SMS surveys, here are some benefits of using an SMS survey over sending by email.
At a high level here at the benefits of using SMS survey invites:
  • Have an open rate of 98%, and a 45% response rate
  • Higher views over sending an invite via email
  • Are great for getting a response to quantitative data collection methods
Here’s a deeper look at the benefits of using these features. 

Higher Open and Completion Rates

Think about the last time you received a text message and did not open it.  Now think about the last time you saw an email in your inbox and did not click on it.  This is one of the reasons surveys sent through SMS have an open rate of 98%, and response rate of  45%! In comparison, surveys sent via email have a 15% and 30%, respectively. Capture your audience’s attention immediately with a consistent, user-friendly mobile site experience, engage with members while they are on the go, and capture feedback quickly.

Overcome the Dreaded Inbox Black Hole

When a survey is sent via email, many issues could happen with your survey invitation.  From ending up in spam filters, accidentally being deleted, or buried among dozens of emails received that day.  I’m sure most of those things have even happened with you! With SMS surveys, members are more likely to view the message multiple times and complete at a time that works for them.  
Want more info? Contact us today to learn more and start using these features!
SurveyAnalytics Communities is a purpose-built community insights panel solution. Our feature-rich toolset is at your disposal to help you create engaged communities, collect real-time customer insights, and positively impact your business. Learn more and contact us today. 

Tuesday, June 12, 2018

QuestionPro Acquires Culture Management Tool WorkXO

Today, we wanted to share some incredibly special news with you that is a milestone for us at  SurveyAnalytics and QuestionPro.
We are happy to announce that  WorkXO has become a wholly owned subsidiary of QuestionPro.
WorkXO, founded in 2015, created a revolutionary model for measuring workplace culture, a powerful proprietary technology for analyzing it, and a proven methodology for ensuring organizations get and stay intentional about managing it. Clients like T-Mobile, Cisco, NBC Universal, Security First Bank, and Southern Dental Alliance use WorkXO’s first-of-its-kind culture management platform – Workplace Genome® – to turn workplace culture into a competitive advantage.  
What does this mean for our customers? And how does culture management fit with online surveys and analytics? Let me answer all your questions in this post.

Why WorkXO? Why Now?

Since WorkXO’s beginning in 2015, they have used QuestionPro survey technology to power their culture measurement and analytics platform. The WorkXO team has been impressive in developing and perfecting a people-science around culture that is revolutionary. This, coupled with our scale of information capture from employees makes us the only global culture-analytics platform in the market today. We found we had a lot common and that our vision the same – Being fully committed to developing data-rich workforce solutions that drive action and results.
Our collective mission has become: “Enabling organizations to manage workforce experience (WX, aka EX) and the culture that drives it just as we do any other really important operating system in our business.”

What does this mean for QuestionPro customers?

We know our customers use QuestionPro in many inventive and creative ways, so this a great opportunity for customers who have not explored Workforce or WorkXO to think about workplace analytics, employee surveys, and how culture can be a functional operating system that can be tracked, quantified, and measured over time.
Customers with the Workforce license will continue to have access to Workforce’s suite of workforce analytics solutions – including 360 employee feedback surveys, Pulse mobile surveys, and more – can look forward to opportunities to effectively incorporate WorkXO’s culture management solutions to address workforce experience (WX, aka EX). Charlie Judy, the founder of WorkXO,  will serve as president of QuestionPro’s Workforce business. “This collaboration will give us the ability to create enhanced functionality, invest in a more dynamic product and go even deeper in developing our powerful algorithms,” says Charlie. “We strongly believe this partnership will bring tremendous value to all of our customers.”

What’s next for Workforce Technology?

Our predictions about the next generation of people analytics are simple – We feel strongly that culture should and will be at the heart of the next wave of workforce technology. In taking that next step, we are excited and honored to work with Charlie and his team to scale WorkXO to the broader market while having him lead the way in a new chapter in our QuestionPro Workforce platform.
Cheers to a new chapter for QuestionPro Workforce and the future of workforce technology!

Tuesday, June 5, 2018

The Importance of Meeting Survey Respondents In Their Natural Habitat


It's so easy to hide behind screens these days. As market researchers, we can buy sample or tap into a list of respondents and email blast them to take a survey without really knowing who these people are. What do we lose when we are unable to connect with real people? As a market researcher who has run many field projects in my time, I can tell you:


  • You lose the humanization of their responses. Facial expressions, voice, tone, and body language. That is all lost. Unless you are recording the person as they take the survey, you miss many queues that can potentially answer why they responded in that fashion.
  • You are missing out on immediate and in-the-moment reactions. Companies who send feedback surveys even hours after the experience may miss out on capturing a true response. Depending on respondent recollection is risky and can skew the data to be vaguer the longer the time between survey and experience.
  • You are not where your respondents are, so how can you claim to truly know them? The craving for authentic experiences is higher than ever before. If you want to really know how people feel about your tools or services, meeting them in their natural habitat works well. Authenticity breed authenticity. This applies to market research as well.

What now - How can we connect with our respondents in real life?

  • Find where they physically are and make your presence known. Train a team of friendly data collectors who love engaging with the prospective respondents to gather responses while they are in the middle of an experience. If you are looking to target folks who frequently travel for work, the best place is to be at the airport. Offer them a free cup of coffee in exchange for their feedback on how to make their flying experience better. 
  • Use better technology to gather data and analyze data quicker. Ditch the pen and paper and use offline survey tools that only require an iPad to run and collect surveys. The best part of ditching the paper and pen - not having to input the data afterward! You just have to sync it where reliable wifi is available. As someone who used to spend late evenings or early mornings putting results into a spreadsheet by hand, it can take HOURS of work. Who wants to spend time looking at responses and trying to figure out different handwriting? Not me! Cutting this time out and being able to deliver results faster and more accurately is the greatest benefit of going tech in the field.
  • Make it simple and fun for respondents and the field team. Nobody in the field wants to struggle with forcing respondents to take a long and complicated surveys. Keep it simple and quick by boiling done the key objectives that survey must answer. Making it fun for the respondent and field team is all about the point of engagement. Switch up the locations, allow field teams to walk around in certain areas, and get them to share feedback on what works, what doesn't, and how to change things up the next day. You can also think about adding incentives to attract respondents. If you are at a music festival, you can offer free bottled water in exchange for taking a quick survey. 



Friday, May 11, 2018

New Feature Enhancement! Individual Response Download

While drawing research conclusions, an expert researcher always looks into the details, beyond just the aggregate of responses collected. Almost every survey has some anomalies in responses and often, these anatomies lead us towards analyzing a trend that may have been previously ignored. This is where deep-diving into individual response data plays a critical role for a researcher as they draw insights from their surveys.
SurveyAnalytics now enables a researcher to evaluate each of the obtained responses with the “Individual Response Download” option. This feature facilitates downloading, editing or deleting of responses collected by each and every respondent. Details about the respondent’s source, IP address, timestamp, the time taken to complete the survey and other such information can be retrieved from the Response ID.
A ‘Response Viewer’ is a dashboard where real-time information from the respondents is reflected. This is where each and every response, individually, can be viewed, edited, downloaded or deleted. A researcher can also send emails to individuals, print each response and also gain access to individual Spotlight reports.
To view, edit, download or delete individual responses:
  • Login to the SurveyAnalytics account >> Surveys >> Manage Data >> Responses
login-surveys for individual response download
  • To view a specific response, click on the hyperlink associated with a specific Response ID (as highlighted in the image above). This will open a popup which contains the information of the individual response.
  • The default response appears in the Individual Report tab while the response can be edited from the Edit Response tab.
  • After making the changes from the Edit Response tab, click on the Update Changes option. But, it is important to edit the responses only when the respondents are aware of the changes and not otherwise and only one question can be edited at a time.
  • The tab for Spotlight Report will produce respondent’s answer options compared to the other available options.
popup-individual response
  • There are four export/download options available: PDF, Excel, Email, and Print.
PDF download
excel download

Thursday, May 10, 2018

As Seen at Nike, Surveys Can Trigger Huge Changes in The Workplace


Can a survey start a revolution? According to the women working for Nike, the answer is yes. Angry with the heavy bro-culture, largely ignored harassment experiences, and limited opportunities in management and executive positions, the women of Nike banded together to create a survey and collect data on its toxic work environment. The survey results were given to both Nike's board members and to outside media sources. The data presented prompted immediate internal investigations, changes to human resource procedures, and ultimately, a removal of over ten male executives. 

Although this was an informal survey, the impact is still sending ripples through the company. Why? Because these women perfectly executed the fundamentals of survey design and structure including:


  • Defining the main goal of the survey - The goal of women of Nike was to collect qualitative and quantitative data order to force the organization to institute change and improve the quality of work-life for women in the workplace.

  • Planning how to apply the survey data - Acting swiftly, the informal employee survey was shared across many employees and highlighted significant differences between male and female treatment in the workplace. The anonymous survey highlighted areas of human resource and management failures, as well as specific scenarios and experiences that validated overall workplace discontentment to be used by multiple media outlets. 

  • Foreseeing decisions to be made as a result of the survey data - Most survey reports have a conclusion page which includes recommendations or next steps. Although I have not seen the results, I am 100% sure the report included a list of demands and notification of who else has access to these results, which triggered the internal investigation and firings of the executives.
As the Nike story continues to unfold, it is important to remember the great power that surveys can offer in the workplace. Anecdotal experiences are validated through surveys. It uncovers answers and evokes important discussions that impact every employee. It also gives decision makers a baseline of objective and unbiased information to make critical business decisions that will impact their brand and organization from the inside out.






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.