Online Survey Company in the UK
If I asked you what happens behind the scenes when a customer completes a satisfaction/experience survey (and hits submit or returns the questionnaire back to the organisation), how would you answer? The responses are collated, the data aggregated and results churned out. Some proper analysis follows, reports produced, culminating in discussions and investigations, changes and improvements. … [Read more...]
Recently, I have stumbled upon a couple of articles and blogs suggesting that social media is the future so drop your survey and measure sentiment on twitter instead (I paraphrase). Everyone wants to play with the shiny new toy, and besides, surveys never worked, did they? A well designed customer feedback survey will deliver actionable data. If the survey is used simply to tell your staff how … [Read more...]
Whether planning a new customer survey in 2012 or preparing to re-field a past study, here are five tips to improve the customer feedback programme in your organisation. 1. Are you measuring what’s important? Does your survey generate actionable data, or is it a scorecard that simply allows you to pat yourself on the back when the results are published? If your survey wasn't reviewed during … [Read more...]
When a friend asks "do you know a good [plumber / builder / garage / osteopath]?" they are really asking for a recommendation. Your friend trusts your opinion more than a name and number pulled out of the Yellow Pages. The question infers many things - are they trustworthy, reliable, good value, good quality, etc. so when you respond you are subconsciously taking what you know about your friend … [Read more...]
A couple of months ago Surveylab fielded its second annual customer survey for Quick Formations Ltd. I was surprised, and delighted, to read the survey's findings on their blog of all places! A common objective of many customer feedback surveys is to identify areas of the organisation that need improvement. A key motivation for the customer completing your survey isn't (shouldn't be) to enter … [Read more...]
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...]
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...]
A post on The Messaging Times blog makes a case for at least testing whether sending emails at the weekend is more effective than mailing during the week. The success of weekend mailings is obviously going to differ between organisations and their audiences, and before sending an email about a customer satisfaction survey on a Saturday my first thought is "does the organisation offer support or … [Read more...]
I went to Bluewater shopping centre this week where I visited the lego store (if it sounds like this was my first visit then you are very mistaken!) and on the receipt was a web link for a survey. Needless to say I logged in. I am a big fan of lego (what's not to like?) and shopping on a Thursday evening in early September I suppose you're less likely to suffer bad luck with queues and what not. … [Read more...]
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...]
Offering expert advice for designing and implementing online survey best practice. We share our experiences working in the fields of customer satisfaction and employee engagement research.
