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Got Surveys? Recommendations from the Trenches

kaushik.net
Having surveys continuously deployed on your website will mean that you will always have your finger on the pulse of your visitors. More importantly it will mean that you can account for seasonality, external influences (like press releases or company events), marketing campaigns,
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 59-61 | Added on Thursday, 4 April 13 09:00:38
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Having surveys continuously deployed on your website will mean that you will always have your finger on the pulse of your visitors. More importantly it will mean that you can account for seasonality, external influences (like press releases or company events), marketing campaigns, God?s power
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 59-61 | Added on Thursday, 4 April 13 08:59:39
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Continuous not discreet:
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 57-57 | Added on Thursday, 4 April 13 08:59:11
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Simply pass the 100% anonymous shopper_id and a session_id?s (or equivalent values from your website platform). These two values are also being captured in your clickstream data.
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 51-52 | Added on Thursday, 4 April 13 08:53:45
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Integrate with clickstream data:
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 49-49 | Added on Thursday, 4 April 13 08:53:34
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for most high traffic websites if the survey is shown to around 3 to 5% of visitors who meet our criteria and if we get a 5% response rate then we are cooking.
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 46-47 | Added on Thursday, 4 April 13 08:53:28
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Target survey participants carefully:
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 40-40 | Added on Thursday, 4 April 13 08:53:03
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The real golden insights are in raw VOC
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 33-33 | Added on Thursday, 4 April 13 08:52:56
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surveying people who have had the chance to engage with the site is optimal. It shows a commitment on their part and we will get better quality answers. Look at your clickstream data, find out Average Page Views Per Visitor and then set a trigger, Loyalty Factor if you will, for just under that number. The aim is to capture most survey respondents before an ?average? visitor exits. You?ll get some that stay longer, that?s a bonus.
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 42-45 | Added on Thursday, 4 April 13 08:52:40
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methodology and benchmarks by industry is iperceptions. They have developed benchmarks for Hospitality, Auto, Media, Financial Services, Retail and B2B. iperceptions also has a great built in slice and dice framework to ?play? with data to find insights. I find this latter feature quite innovative.
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 30-33 | Added on Thursday, 4 April 13 08:51:28
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The ACSI, which ForeSee Results (see Disclaimers & Disclosures) has licensed from the University of Michigan, is one such benchmark. The American Customer Satisfaction Index measures half of the US economy and its various indices form an awesome global benchmark (available for free at www.theacsi.org, for example check out this one and see how your industry is doing). You can compare yourself for aggregate Customer Satisfaction but also for future predictive behavior (for example: likelihood to recommend website).
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 25-30 | Added on Thursday, 4 April 13 08:51:16
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Benchmark against industry:
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 21-21 | Added on Thursday, 4 April 13 08:51:03
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My top five recommendations for surveying success : Partner with an expert: Surveys are extremely easy to do (just buy a $19.95 per month license) and even easier to get wrong. Surveying not a art but a science, well maybe 20% art and 80% science. If possible partner with an outside company that can bring a full complement of expertise to the table. This has two great benefits: You have to do less work, can?t beat that. Seriously though, you don?t have to create questions, you don?t have to master complex computations (often advanced statistics), you can benefit from best practices and all you have to bring to the table is your knowledge of your business. You can stay focussed on value add analysis rather than in distracting and time consuming tactical work.
Got Surveys? Recommendations from the Trenches - kaushik.net - Your Highlight Location 15-21 | Added on Thursday, 4 April 13 08:48:51
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