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 https://www.surveyanalytics.com/application/surveyanalytics/contact/index.html
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.