From time to time we manage to write helpful articles or guides about designing/managing online surveys. Our press releases may also be of interest.
Surveylab Whitepapers and Articles
- Just published - June 2008: our Quick Guide to Online Workplace Surveys gives an overview of what makes a successful employee survey, content (the questions to ask) and how to increase response rates. (June 2008)
- Also just released, a more detailed paper provides a practical introduction to designing and fielding employee surveys is here: How to Get Great Results from Employee Surveys in the Workplace. (June 2008)
- Evaluating Contact Centre Performance - A Guide to Online Customer Loyalty & Satisfaction Tracking Surveys : what's involved in a good, regular customer satisfaction research programme. (January 2008)
- Five easy steps to improve your next customer survey - it is easy to concentrate on getting the perfect questionnaire and assume your list of customer emails will simply deliver. This brief guide gives five tips that should improve response rates when emailing your next customer survey.
- Updated September 2007 with 2 new sections - The Five Fatal Flaws of Online Survey Design. This whitepaper covers the key points to consider when putting together an online survey (be it for a workplace survey, customer satisfaction feedback or market research).
- How to Amplify the Voice of the Customer: Developing Your Own Online Consumer Panel to Generate Proactive Customer Feedback (2005)
The checklist for planning and implementing a consumer survey panel from our whitepaper is reproduced here for quick reference. - UK Customer Care Survey Summary 2007
In June 2007, as part of the Customer Care Alliance, Surveylab fielded the third UK Customer Care Study, updating the studies conducted in 2004 and 2005.
This survey examined the experiences of customer care levels and the effect on customer loyalty from almost 8,000 respondents. Findings from the past studies are published at europe.customercarealliance.org.
Training for non-Research Professionals
Surveylab offers on-site Survey Training Workshops aimed at lay-researchers. The workshops are tailored for individual organisations and enable participants to learn the basic skills required to develop their own customer feedback surveys or employee opinion research.
Our Favourite Links
- Harvard Business Review publish Getting the Truth into Workplace Surveys ($6 to download) - an excellent account of how to design better surveys (many of the points also apply to other surveys).
- If your intent is to use email to ask your customers (or anyone else) to take part in your survey, check out Email Marketing Reports and their blog. While conducting research through an online survey might not be "marketing" in the traditional sense, sending emails does require some thought when composing copy, who to send it from, the subject, how to handle remove requests and so on...
- Jakob Nielsen, web usability expert and best selling author, states what we all know and tells us to keep surveys short - recommended reading for novices and to remind old hands.
- ESOMAR's Conducting research using the Internet includes a section on access panels and 25 questions to help research buyers assess the quality of a panel.
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