Training Portal Access

Tag: customer feedback

Market Research Challenge: Analysis Bias

Even if a market research project produces a pile of perfect data, we still face the fundamental challenge of analysis — making sure that we’re analyzing the results comprehensively and objectively. In other words, without bias.

Let’s say you’ve done an online survey. You identified your objectives, thought carefully about sampling, and designed a great questionnaire. You monitored data collection and carefully cleaned your dataset. Even after all this painstaking work, risk still exists. You still have to analyze the data, and it’s here that unexpected errors often creep in.

Online Survey Design: No Free Dinner

When bad surveys are circulated, the company that sent them out becomes less trusted. The “consumer” becomes an unhappy customer, and may even tell others about their bad experience—with surveys in general or with the specific company.

How to Use Facebook Polls for Fun and Profit

Typically when we think about market research surveys, we think of questionnaires that have 20, 30, or even more questions. Getting qualified people to complete these questionnaires has become a serious challenge. One alternative is the single-question poll. After all, you’re much more likely to get high response and low dropout rates if you can simply say, “Hi, we have a single question we’d like your opinion on”, rather than requesting a novel’s worth of responses.

Facebook is making polling insanely easy these days…

Customer Satisfaction Research & Anonymity

To be frank, my opinion on this topic has changed in just the past year or two. Before then, I was an ardent believer that all research must by anonymous—no matter what. I felt that any direct follow-up would show research participants that their survey responses could result in unexpected communications—and even if “helpful”, this experience could still impact future willingness to participate in research.

Customer Survey or non-Customer Survey? Tips for Market Research Success

When conducting survey projects, should you survey your own customer base (people who actually by from your company), or non-customers? Or both?

After all, you may very well have a list of customers that would be convenient for you to use for your survey project. But is that a wise choice? Maybe, maybe not.

When Good Enough is Good Enough: Seeking Balance in Product & Pricing Research

The difference between good market research and great market research can be significant.

But sometimes the incremental time, cost and sweat of that extra effort simply doesn’t make sense. Sometimes, “good” is just perfect.

I was reminded of this last week at the Launch Camp conference in Cambridge. The event, for entrepreneurs seeking social media wisdom, had some interesting speakers, though the one from whom I learned the most was Dharmesh Shah, Chief Technology Officer and Founder of HubSpot (on Twitter as @Darmesh).

How to Avoid Customer Feedback Fraud

If you allow employees to invite customers to take customer satisfaction feedback surveys, make sure they aren’t saying things like, “The highest score is a 10. I hope I earned a 10!” You have probably experienced this yourself, perhaps at an auto dealership or retail chain. Upon completion of your transaction, the clerk give you the feedback survey instructions (perhaps advising of a phone call you will receive, or giving you a URL to use), and then says something like, “I’m hoping you rate me as “extremely helpful.”

Using Customer Feedback to Inform Product Design Decisions

Using Customer Feedback to Inform Product Design Decisions: Some friendly info on MaxDiff analysis.