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