Point of sale research is pointless! When I picked up my new car from our local dealer a couple of days ago I struggled to suppress a smile when the salesman handed me a questionnaire for me to complete in front of him (which also needed signing), and then showed me another questionnaire (from the manufacturer) that I should receive in a few weeks, explaining that he is assessed on customers' … [Read more...]
Net Promoter© Update
March 18, 2010 By 1 Comment
Satmatrix, the company behind the Net Promoter© methodology has just published their latest industry ranking scores. These results are based on over 19,500 consumers in the US across seven industry sectors. If you are new to Net Promoter do read carphone warehouse puts emphasis on customer care (example of it in action) and Net Promoter Telecom industry scores for more information. Whilst … [Read more...]
Surveys, Security and the Data Protection Act
March 18, 2010 By Leave a Comment
We have just completed an Information Security Audit. In our line of work we process lots of data, most of it on behalf of our clients. For example, we receive sample files that contain lists of customers or employees to whom we will email survey invites and often the sample files contain other demographic data that is merged with the survey responses to be included in the analysis and … [Read more...]
Choice of words is very important in surveys
March 7, 2010 By Leave a Comment
Which of the following statements do you most agree with? I expect economic recovery in my country to advance strongly in the first half of 2010 I expect economic recovery in my country to advance strongly in the second half of 2010 I expect economic recovery in my country not to advance strongly until early 2011 This is a question I saw recently which demonstrates the importance of asking … [Read more...]
Tips for better survey design #5: Replace a grid of Yes/No questions
March 2, 2010 By Leave a Comment
When a client (or sometimes prospective client) shares their first draft questionnaire with us it is not un-common to see a series of yes/no questions presented in a grid - an example screenshot is below.A better way to write (and answer) this type of question is to convert it into a multi-answer question (aka "tick all that apply"). For example, instead of Do you have any of the following at … [Read more...]
