Trucs et astuces

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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Give real-time feedback to respondents

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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.

Giving real-time feedback to respondents is one of the techniques you can use in your survey. Once your respondents answers a question, you show the overall results in the next screen. This allows him to see what other think or to compare his answers with others.

An example shows you how it works:

By showing this feedback, your respondent is challenged to continue the survey as he will be getting more feedback throughout the survey.

How can you set this up with the CheckMarket survey tool?

It is easy, you only have to use some default features from our survey tool.

  1. Sign in to CheckMarket.
  2. Go to the Surveys tab.
  3. Open your survey.
  4. Click on Analyze, and then on Report with charts.
  5. If necessary, set filters to include or exclude responses from certain respondents. The results will be refreshed. Only the responses are shown that match the selected criteria.
  6. Go to the chart you want to use in your dashboard.
  1. Click on on the right side above the question, and then on Share / Embed.
  1. Copy the snippet of html code under Embed
  2. Return to the question editor. Create a new page and insert a question with question type Text/media.
  3. Insert the intro text and then click the source code icon <>.
  1. Paste the snippet in the code of your question.
  1. Admire the result
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How to deal with sensitive topics in a survey?

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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.

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Manage the follow-up of dissatisfied respondents

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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.

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3 market research trends from The Hague

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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.

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