Implementing a "popup" survey is a (mostly) trivial task. Our solution at Surveylab requires 1 file to be uploaded to the website and then a couple of lines of code are inserted onto the page(s) of the website where the survey popup is to appear. Other survey software suppliers have a similar installation process. Visitors to the website will see the popup, and perhaps 2% click through to take … [Read more...]
Where to rent or buy email lists for a survey?
July 30, 2009 By Leave a Comment
We used to get asked this question a lot - an enquiry would start out asking for help with an online survey, but ultimately what the enquirer really needed help with was acquiring a suitable email list. If this is you - then you need a specialist list provider such as Sample Answers, Ciao or Mo'web Research (and there are lots of others). A post on Word to the Wise - another list purchase … [Read more...]
BT starts to return call centre jobs to the UK
July 16, 2009 By Leave a Comment
As reported in The Times today, in response to a shareholder's question at BT's AGM, Chief Executive Ian Livingston announced that BT is moving 2,000 call centre jobs back from India to the UK. This apparently resulted in a huge round of applause perhaps reflecting the UK consumers' hatred of the offshore call centre. The move is probably more about the UK economy and minimising redundancies than … [Read more...]
Say what? 70% of consumers trust strangers’ recommendations
July 12, 2009 By 1 Comment
One of the blog posts that generated some chatter in our office this week were some survey findings from Neilsen - Consumers Trust Real Friends and Virtual Strangers the Most. The opening statistic reports: Ninety percent of consumers surveyed noted that they trust recommendations from people they know, while 70 percent trusted consumer opinions posted online. The online "word of mouth" effect is … [Read more...]
How to complain if an airline damaged your luggage
July 10, 2009 By Leave a Comment
There are plenty of bad customer experience stories online - on homepages and blogs, forums, twitter, and elsewhere. In last year's UK Customer Care study we found that 3% of respondents who had a serious problem with some product or service wanted revenge and make [the company/organisation at fault] pay for the hassle and inconvenience 10% just wanted to express their anger / tell their … [Read more...]
When is the right time to send out customer survey emails?
July 1, 2009 By 1 Comment
From a questionnaire I chanced upon the other day: What is your attitude towards DIY? A range of answers were offered from I enjoy DIY to I loathe it and pay someone to do every job no matter how small (or something like that). I wanted to add another answer option Ask me when I've finished my project Ok, my answer is tongue in cheek but it highlights an important consideration when fielding a … [Read more...]
