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Customer survey design and the impact on brand equity

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A great customer survey acts as a conversation starter between a brand and its (potential) customers. Its main goal is to deliver great customer insights but just like more traditional corporate communication channels it also serves brand equity. Furthermore, a branded survey drives response rates and makes for more reliable results. This article will explore in detail some essential customer survey design aspects to leverage your survey.

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Use a customer survey to increase customer loyalty

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How good is your company at helping customers solve their problems quickly and easily? That’s, essentially, the question a customer service survey is set to answer. So how do you go about setting up a customer service questionnaire? What are the best practices? Which questions do you need to ask? And, more importantly, how to follow up on the incoming data? The key is to come up with a system that allows you to easily monitor and implement customer feedback into your services. Time to increase customer loyalty. We’ll tell you how to achieve this …

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Measuring customer satisfaction? Ask the right questions!

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If you want to gain an insight into your customer satisfaction level, a survey is what your need. But which questions do you absolutely need to ask in order to effectively measure such a vague concept as customer satisfaction? There are roughly 4 categories of questions that will help you effectively measure customer satisfaction: customer loyalty, overall satisfaction, perceived attribution of quality and intentions to repurchase. Let’s have a closer look at these customer satisfaction survey questions.

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Sending out a better survey email invitation? 5 best practices to increase response rate  

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One of the biggest benefits of sending out a survey email invitation is scope – you’re just one click away from gaining an insight into your entire customer base! This presupposes, however, that your respondents actually read and click your email. And there’s the rub … The average response rate for surveys sent via email is around 10-15 percent. Boosting that number should be any market researcher’s goal. And here’s how …

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AnalyticsTool reviews our “powerful survey software”, praising its ease of use and automated alerts

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We here at CheckMarket always like a good pat on the back … So thank you, AnalyticsTool! In their survey tool review they praised our “powerful survey software” for its “ease of use”, “multilanguage functionality”, “automated notifications” and “flexible pricing options” … And who are we to argue?

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Survey email notifications are now more versatile

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Survey email notifications enable you to take action more quickly. They started out as quick, internal call-outs to yourself, colleagues, management, … You are informed straight away when a respondent answers in a certain way so you can immediately follow up on their feedback. Your (perhaps not so satisfied) customer would be so impressed by the speed of your actions he would instantly turn into a promoter.

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7 survey mistakes you don’t want to make

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Creating a successful survey isn’t just about asking the right survey questions. Sure, they are important, but they aren’t the only road to actionable insights. What good are your perfectly honed questions if nobody opens your survey? How valid are your results really if you don’t know to which segment your respondents belong? We at CheckMarket have put together a list of the 7 survey mistakes we come across the most. As each one can be fixed so easily you’ll probably wonder at the end why you never thought of them yourself. Read on to find out how easy it is.

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What’s the best time to send a survey?

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As a survey tool, our users often ask us for the best time to send out survey email invitations. Which is the best day? Is there a specific time (morning, afternoon, evening) that is better? Is there a difference between B2B and B2C? Many interesting questions… There were plenty of opinions here around the office, but since we have much data on the subject, and our users send a lot of survey email invitations, we decided to let the data do the talking. As it turns out, Monday is D-Day for B2B businesses. B2C better avoid Thursdays and Sundays.

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Improved security for downloads

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As an enterprise survey tool, we prove time and time again security is our top priority. Our default SSL encryption and 2-step verification is a testament of our commitment to our users’ security. Today, we add an extra layer of security to downloads and exports from CheckMarket.

When you export data from CheckMarket, a URL is generated which gives access to the file. The transfer itself is secured by https, but if someone could get the URL, for instance if your computer was hacked and sending info to someone else, they too could get the data. This is no longer the case. Now, all URLs to downloads require an authenticated user with access to the specific survey. Our feature to share results with others (not CM users), is protected too and requires a password to access the results.

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4 tips to get everyone involved in your Net Promoter Score Program: Webinar

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As we all know, just measuring Net Promoter ScoreSM is not enough. The true goal of an Net Promoter Score program is to raise customer satisfaction which requires getting everyone in your organization involved. Just because the upper echelons of management decide that NPS is important, doesn’t automatically make it so for everybody.

Today, we give you 4 concrete tips you can apply immediately.

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4 stages of Net Promoter Score (NPS)

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Many realize the strengths of Net Promoter ScoreSM but few exploit the full potential of NPS® in an automated feedback program. In this blog we will go in depth on how to get NPS to the next level and effectively set up an automated feedback loop. We illustrate this with the ‘the 4 stages of Net Promoter Score’. Starting from inviting your customers to a classic customer satisfaction survey going to integrating the Net Promoter Score approach as an early churn detection and prevention mechanism into your Business Intelligence Software.

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Net Promoter Score (NPS): Advanced Workflow Webinar

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We all know Net Promoter ScoreSM but how do you get it to the next level? How can you effectively set up a feedback program? To give an in-depth answer on these questions, we hosted a webinar on May 22nd: Net Promoter Score: Advanced Workflow.

Alexander quickly touched on the basics of Net Promoter Score explaining why NPS® is gaining more and more popularity. He shared some insights into the calculation of NPS. These insights showed the best improvement techniques such as: what group (detractors, passives, promoters) should you focus on to improve your NPS score, how can you involve everybody in your organization and how does the power of the customer influence the Net Promoter Score.

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Pitfalls of “don’t know/no opinion” answer options in surveys

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In this new blog article we dig deeper into the use of the “don’t know” and “no opinion” (“DK/NO”) answer options in closed questions. After all, there is some debate in the scientific literature on whether to include or omit them. After extensively discussing the pros and cons of adding/omitting these answer options, we will provide you with some recommendations on how to deal with these answer options.

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CheckMarket makes SSL encryption the default

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Our users have always had the option of using Secure Sockets Layer (SSL) to create a secure encrypted connection between their computer and CheckMarket. If it is now turned on by default for all users and all surveys.

What is SSL (or HTTPS)?

SSL verifies the identity of a company (CheckMarket) over the internet with a certificate authority. If everything checks out, CheckMarket and your computer establish an initial connection called a handshake. During the handshake the connection will determine which kind of encryption or scrambling it will use. The agreement created during the handshake is used to set up a secure connection between CheckMarket and your computer, called a Secure Socket Layer (SSL). Now the connection between CheckMarket and your computer is secure, and not at risk from third party infiltration.

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New message bar – The devil is in the detail

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The response rate of a survey is important, but as researchers, we often use only fully completed surveys. That means we need to get people to take the time to reach the end of a survey. While there is lot of talk about gamification and other high-end solutions, as is often the case, the devil is in the detail. We have always worked hard to keep page-load times down in our survey tool. If a respondent feels a survey takes too long to load between pages, they are gone. We have also worked hard to make our surveys mobile friendly.

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Net Promoter Score (NPS) – Everything you need to know in 14 slides.

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We often receive questions from our visitors and customers about Net Promoter ScoreSM (NPS®). Our NPS article was already viewed more than 50,000 times. We decided to make it even easier to understand Net Promoter Score (NPS) by making a clear presentation explaining all the basics of NPS in 14 slides.

In the Net Promoter Score presentation we cover all the frequently asked questions about Net Promoter Score. We start off with “What is the Net Promoter Score?”. The Net Promoter Score formula answers “How to calculate NPS?”. “Why use NPS?” is answered in four lines and subsequently we tell you the answer of “What is a good NPS for you?”. When you understand the basics, you want to know how to improve Net Promoter Score. We covered it. We also added some critical remarks to help you fully understand the purpose of NPS. Finally, you can view the whole NPS-package in one conclusion slide supported by a clear flowchart how to organize your follow up. View our Net Promoter Score presentation below.

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Build custom dashboards

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An important phase of the research process is the presentation of results. One of the more engaging ways to present research results is through online dashboards. A dashboard provides a summary of the most important results or findings related to a particular subject in a visual way, arranged on a single web page.

Dashboards can be connected to live data that is automatically updated in real-time with results coming from one or more survey projects. So you are able to visualize and share key information, whenever you want and quicker than ever. A dashboard is easy to access via internet or intranet.

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How to embed a survey in a mobile app

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Mobile app usage has exploded in the last few years. Just like their website counterparts, app makers need feedback from their users.
While there are great systems for tracking how your app is used, connecting that info to who those users are and finding out what their motivations are, is what surveys do well.

But how? You could reinvent the wheel and write custom code to get the answers or use CheckMarket’s powerful survey tool to generate a survey and then embed the survey in your app. Using the same kind of code you would use to request a review for the app store, ask users to fill in a survey. Since the survey is coming from our servers, you can change the questions without updating your app!

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