Blog

What’s the best time to send a survey?

February, 2015 Gert Van Dessel Tips & tricks 8 commentaires

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.

Download open answers fast and easy

February, 2015 Nadia De Vriendt Mise à jour du produit Pas de commentaire

You’ve done all the preliminary work. You’ve thought long and hard about all the questions you needed to ask as well as what you want to do with the results afterwards.

Your survey turned out to be a big success. Everyone even took the opportunity to provide additional comments everywhere you asked for them.

Awesome!

Mobile Friendly Survey Tool

February, 2015 Nadia De Vriendt Product updates Pas de commentaire

Responsive design is being talked about, and it’s no surprise. People are going mobile more and more, which is why you need to consider mobile surveys.

For that reason we’ve already made sure that our surveys are mobile device friendly. They can be filled out with the same ease on any device.

Net Promoter Score (NPS): Advanced Workflow Webinar

December, 2014 Henrike Van Schil Études de marché, Meilleures pratiques, Net Promoter Score, Trucs et astuces Pas de commentaire

We all know Net Promoter Score^SM 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 22^nd: 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.

Give real-time feedback to respondents

December, 2014 Henrike Van Schil Customer Experience, Meilleures pratiques, Mise à jour du produit, Trucs et astuces Pas de commentaire

The concept of “gamification” and “market research” has been gaining traction for several years. You can use gaming techniques to improve the quality of feedback from online research.

When you create a survey you want respondents to fill in your entire survey and to answer the questions correctly. Research shows that the more you engage with the respondent and the more respondents enjoy the experience, the better the quantity and quality of feedback.

Measure customer satisfaction: CSAT, CES and NPS compared

November, 2014 Gert Van Dessel Customer Experience, Market Research, Net Promoter Score 5 commentaires

In market research we love acronyms almost as much as the IT world does. Here I will discuss three of them: CSAT, CES and NPS^®. All three of them are used to measure customer satisfaction. So what do they do? And how do they differ? Can they be used in conjunction? Read on to find out…

Improved security for downloads

November, 2014 Alexander Dobronte Company news, Product updates Pas de commentaire

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.

4 stages of Net Promoter Score (NPS)

June, 2014 Gert Van Dessel Market Research, Net Promoter Score, Survey best practices Un commentaire

Many realize the strengths of Net Promoter Score^SM 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.

Heartbleed Bug: CheckMarket not affected

April, 2014 Erwin Dockx Company news Pas de commentaire

On April 7, 2014, a team of security researchers announced the discovery of a critical vulnerability dubbed “The Heartbleed Bug”, found in OpenSSL (a widely-used open source cryptographic software library), which allows attackers to read the memory of the systems using vulnerable versions of OpenSSL software.

Event marketing: 7 tips for event evaluation

February, 2014 Alexander Dobronte Survey best practices, Tips & tricks Pas de commentaire

Your event is over and you thought it was a success. Great, but do your attendees agree? A targeted survey helps you with your event evaluation.

A survey allows you to get an instant view of the overall satisfaction and identify improvement points. Follow the tips below to make your next event stand out.

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

January, 2014 Alexander Dobronte Market Research, Survey analysis, Survey best practices 17 commentaires

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.

Don’t ignore 19% of your survey respondents

January, 2014 Alexander Dobronte Market Research, Survey best practices, Tips & tricks Pas de commentaire

According to a study from Greenbook^[1] with over 1.5 million participants a whopping 19% of all online surveys are taken on a mobile device. CheckMarket’s data confirms 1 out of 5 respondents needs a mobile-friendly surveys.

CheckMarket makes SSL encryption the default

January, 2014 Alexander Dobronte Company news, Product updates, Survey best practices Pas de commentaire

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.

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

December, 2013 Henrike Van Schil Analyse d'enquêtes, Études de marché, Meilleures pratiques, Net Promoter Score, Trucs et astuces Pas de commentaire

We often receive questions from our visitors and customers about Net Promoter Score^SM (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.

New message bar – The devil is in the detail

December, 2013 Alexander Dobronte Product updates Pas de commentaire

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.

Build custom dashboards

September, 2013 Alexander Dobronte Product updates, Survey best practices, Tips & tricks Pas de commentaire

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.

How to embed a survey in a mobile app

August, 2013 Alexander Dobronte Survey best practices, Tips & tricks Un commentaire

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!

Mediafin changes strategy based on a survey among 16K readers

July, 2013 Alexander Dobronte Company news, Survey best practices Pas de commentaire

Mediafin and Trustmedia, the publisher and the media sales house of the Belgian financial newspapers De Tijd and L’Echo presented their new strategy, Trust 3.0.
The new commercial approach is in a nutshell, “from paper to pixel”.
To gain insights for their new strategy, they organized the Digital Newspaper Survey via the CheckMarket platform. This study asked more than 16.000 readers about their media usage (paper, pc, smartphone, and tablet).

How to deal with sensitive topics in a survey?

March, 2013 Alexander Dobronte Market Research, Survey best practices, Tips & tricks 3 commentaires

Suppose you are the Employee Satisfaction Manager at a European multinational and you would like to conduct an employee satisfaction survey. More precisely, as you have heavily invested into an equal opportunities policy in the past year, you would like to find out if your investment is starting to pay off. In other words, if there are any differences in satisfaction between socio-demographic minority and majority groups. As a result, in order to be able to study this, you have to identify your minority groups. Consequently you have to ask your respondents/employees about some potentially sensitive topics such as sexual orientation, religious beliefs, … In other situations, subjects such as political preferences, income, various attitudes and behaviours, etc. are also considered to be sensitive issues.

Added “Date To Be Mailed” field to Survey API

February, 2013 Alexander Dobronte Product updates, Survey best practices, Tips & tricks 6 commentaires

We have updated our API and of course all the changes are non-breaking ;-). Beside the usual performance improvements, one of the changes worth mentioning here is the addition of the new “DateToBeMailed” field. This allows you to add multiple contacts to a survey but have them invited at different times.

CheckMarket is the first survey tool to introduce 2-step verification

February, 2013 Alexander Dobronte Company news, Product updates Pas de commentaire

2-step verification drastically reduces the chances of someone breaking into a user’s account. Why? Because criminals would have to not only get the user’s password and username, they’d have to get a hold of their phone as well.

CheckMarket et KBC choisissent la PME la plus orientée client

December, 2012 Alexander Dobronte Nouvelles de l'entreprise Pas de commentaire

Pour la quatrième fois consécutive, KBC Banque & Assurances travaille main dans la main avec CheckMarket dans le cadre de la remise du prix de la PME la plus orientée vers le client. Un projet au sein duquel CheckMarket s’est révélée être un partenaire fiable pour les projets d’enquêtes exigeants un service complet. Cette année, le prix a été accordé à DOVY Cuisines. Un jury d’experts a accordé le prix après une analyse d’une enquête de satisfaction remplie par tous les clients des entreprises participantes, une interview approfondie et un audit avec les managers des entreprises concernées.

Découvrez nos services de recherche

December, 2012 Alexander Dobronte Études de marché, Nouvelles de l'entreprise Pas de commentaire

CheckMarket est surtout connu pour notre puissant mais facile à utiliser outil d’enquêtes, basé sur le web. Par conséquent, vous l’utilisez en masse. Néanmoins, c’est moins connu que nous offrons nos clients aussi des analyses et des résultats de recherche plus complexes. C’est ce que nous aimerions changer. En effet, CheckMarket aimerait aussi être votre partenaire préféré concernant des analyses plus complexes.

Create Zendesk ticket based on survey response

September, 2012 Alexander Dobronte Product updates, Survey best practices Pas de commentaire

Zendesk is a terrific web-based helpdesk. We have now added the action of creating a ticket in Zendesk to our popular survey alerts.

There are several interesting uses for this action.

Likert Scales vs. Slider Scales in commercial market research

August, 2012 Alexander Dobronte Market Research 2 commentaires

The Likert Scale – in its various formats – is widely used, for instance in psychology, social sciences but also in commercial market research. Respondents may be asked about their attitudes, perceptions or evaluations of organisations, services or brands. The use of Likert Scales, however, has come under scrutiny. It is argued that the traditional 5-point rating scales are boring, repetitive and overly long. The proposed alternative is the Slider Scale. The question then is this: are Slider Scales really better than Likert Scales?

Manage the follow-up of dissatisfied respondents

May, 2012 Alexander Dobronte Customer Experience, Market Research, Survey best practices, Tips & tricks Un commentaire

In this day and age of social media, where unhappy customers tell the world about their bad customer experience with a click, it is imperative to quickly and efficiently handle complaints and negative responses from surveys.

When we introduced real-time alerts in 2011, we had no idea how popular it would become. Now, a lot of best practice has surfaced and one of these is how to manage, track and report the follow-up of alerts.

Let’s take a look at a structured follow-up method, using CheckMarket’s platform itself.

3 market research trends from The Hague

April, 2012 Alexander Dobronte Market Research, Survey best practices, Tips & tricks 2 commentaires

Early February the Marketing & Information Event (MIE) 2012 took place in The Hague.

During these two days, inspiring speakers and workshops gave an overview of the latest trends and developments in the field of market research.

The 2300 visitors had more than 90 workshops to choose from. CheckMarket was there too. For those of you who did not attend the event itself, we would like to share what we have learned. We selected three trends.

Survey-reviews.net calls us a powerful online tool

April, 2012 Alexander Dobronte Company news, Market Research Pas de commentaire

Survey-reviews.net is a website that reviews professional sites that offer survey platforms to help users create their own surveys, collect responses and analyse results.

They tested the CheckMarket tool and consider it a “a very powerful online survey software that falls into the enterprise survey software category.”

Why there needs to be a European variant of the Net Promoter Score

January, 2012 Alexander Dobronte Net Promoter Score Pas de commentaire

The popularity of Net Promoter Score^SM is staggering. We see it used constantly in both B2C and B2B surveys. Its utter simplicity is extremely attractive to managers sick of the overly complex reports they are used to getting from the market research industry. What I want to talk about is the impact of culture on NPS^®. I started thinking about it when a long-time client of ours in the Netherlands was acquired by an American company. The American company placed great importance on NPS even basing bonuses on it. The American company was surprised at what a low NPS score the Dutch Company was getting. The score wasn’t low, it was just above 0 which in NPS terms is actually neutral.

Alertes automatiques : Ecoutez – Prenez action – Gagnez

September, 2011 Alexander Dobronte Études de marché, Mise à jour du produit Pas de commentaire

Grâce aux alertes automatiques, vos enquêtes deviennent de la communication dans les deux sens. Si un répondant donne des réponses spécifiques ou s’il suit un certain patron de réponse, une alerte automatique est envoyée. De cette façon, vous pouvez réagir immédiatement et communiquer avec les répondants pour réparer les relations endommagées.

Par exemple, vous pouvez identifier automatiquement des répondants insatisfaits basé sur une NPS ou une question sur la satisfaction globale. Des rapports automatiques vous permettent d’y donner suite immédiatement.