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.
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.
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.
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.
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.
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…
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.
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.
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.
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.
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.
According to a study from Greenbook 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.
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.
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.
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.
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 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).
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.
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.
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.
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.
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.
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.
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?
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.
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 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.”
The popularity of Net Promoter ScoreSM 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.
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.