Online Surveys Report

There is a word in French I have always loved: mondialisation. Like many French words, there is no direct English translation for this term. To give you a rough idea though, mondialisation refers to the way that new communication technology has recently facilitated conversations between people on different continents. Companies headquartered in London are doing business deals with organizations and offices in Beijing, and American firms have clients in India. Cvent is no exception to this rule.

Since Cvent has clients literally all over the world, it makes sense that our clients want to conduct and design surveys in many languages other than English. I received an email from a web surveys client today who was wondering how she should best translate her survey into six different languages: English, French, Spanish, Arabic, Chinese, and Hindi. My response was quick: I told her that she should create six separate surveys, one which was translated into each of the languages she had mentioned.

I explained to this client she could simply translate her questions in Microsoft Word and then copy and paste the translated text into the Cvent Web Surveys Question Wizard. Yes, you can even paste Chinese characters! I also explained that it would be easy for her to collapse the data from all six global surveys into one report. This is why we have made it easy for you to export your survey reports into Microsoft Excel. If you simply run the Answer Details for All Respondents report for each survey and export the results into Excel, you can copy and paste to combine the data from all six surveys into one spreadsheet.

Another great thing about conducting multilingual surveys in Cvent's online survey platform is that you can utilize the display text feature! Remember that display text allows you to specify the question text that your survey respondents will see separately from the text that you will see from inside the survey application (where you create and design surveys) or in your reports. So, it is easy for you to translate your survey questions in the display text window and leave the question text in English. This way, you don’t even need to speak the language in order to correctly interpret the electronic survey results!

I wasn’t lying when I told my client today that Cvent is also a multilingual survey software solution and is ideal for setting up multilingual surveys. Anyone who knows their right hand from their left knows that the corporate world is confined to your immediate surroundings and the world truly is one global market, so use the Cvent Web Surveys software to survey employees or clients worldwide.

I’ve previously emphasized how important it is to consider survey reporting not only after you’ve collected data, but at the beginning and throughout a survey project.  Another central tenet of good survey reporting is tailoring your report or presentation to your audience.

The formatting of your market research reports and presentations can vary dramatically depending upon who is going to receive them.  Even the content will differ based on the audience(s) who will read the report or view the presentation.  Here are two big questions to ask yourself about your audience, so you can tailor your reporting tasks accordingly:

1) Is this a lay or technical group of people? 
The more professional your audience is, the more technical you want to be when describing the results.  For example, if you are sending survey results back to respondents, you probably don’t need to go into statistical and methodological detail.  If you are presenting to market research colleagues, on the other hand, you would go into fairly deep detail regarding topics such as statistical significance, margin of error/confidence level, as well as include prior research citations and an abstract of your project.

2) Am I presenting this to senior officials and/or executive decision-makers?
Usually, the higher-up the ladder your audience is, the less time you spend on detail.  So if your answer to the above question is "yes," I like to use a five-minute rule: if someone had to make major business decisions based on your survey results, what could you present in five minutes that would help them make good strategic decisions?  What would be the “take-home” message (i.e., two or three data-driven recommendations based on your results)?

Although surveys are usually single point-in-time snapshots, it’s good to draw basic conclusions unless it would be inappropriate to do so... after all, you’ve likely spent considerable time and effort for the survey project to generate useful insights!

Just last week I shared how expensive conducting paper surveys can be, particularly if it's a survey project run every quarter for benchmarking or trending analysis. But cost isn't the only benefit online survey questionnaires can have over the old fashion mail questionnaire. Here are a few other things to consider next time you're debating between an instant survey online and it's paper-based equivalent:

• Speed: Creating surveys online offers instant distribution via web links posted on your website and email survey invitations. When you make surveys online, you can see the responses begin rolling in immediately - not trickle in a week or two after you first put them in the mail. Don't discount how much quicker you can analyze survey data either, since response are collected online, there's no manual data entry.

• Efficiency: This benefit goes right along with speed. It's more efficient to design a survey online and collect feedback using the internet. It's also easier to copy, or clone, your surveys for repeat deployment. 

• More Thorough Responses: By utilizing survey technologies like email survey invitations, and survey reminders for both non-respondents and partial respondents, you can collect more thorough responses and improve the accuracy and validity of your survey data.

• Randomization of Answers: We shared our thoughts on the benefits of randomizing answer earlier today. To get caught up, read this post on when you should randomize answers. But in summary, randomizing answers helps decrease certain types of survey bias and makes your survey results more reliable.

• Improved experience: Paper surveys limit you in providing a less than excellent survey respondent experience. Remember, every interaction with a customer impact the overall customer experience - this includes completing surveys! Designing surveys online gives you the ability to use survey question logic such as skip, branch, link logic or other types of  advanced logic that improves the overall experience. Instead of having to write survey questions like, If yes, when was the last time you purchased Agent ABC? Instead, that question only shows when the respondent indicates they have purchased Agent ABC. Couple these types of question logic with pipe logic that makes the survey even more engaging (remember, more relevant and engaging the survey is, the higher he response rate will be).

Unfortunately for the mail survey, they just don't have these types of functionality. Luckily for all online survey builders out there, you can simply select a survey designing software (like the Cvent Web Surveys application), and start improving your survey programs while cutting costs.

Over the past year, I have run into many new Cvent Web Surveys clients with the same issues or problems with their employee satisfaction surveys.  Most of the clients have the same story: in the past, using a different online survey solution, they released an employee satisfaction survey and were not able to follow up in a timely manner. 

The workplace employee surveys were conducted in a number of different fashions: paper-based, with different online survey tools, and even website survey forms.  All of these previous methods had one tragic flaw: reporting.  The survey administrators waited untill the survey was closed to run survey reports or review the paper surveys.  The problem inherit in this approach is time.  They would wait weeks before pulling reporting and discovering an employee had a problem in the workplace or in the case of paper based methods, sometimes months before they scanned the surveys.

When they finally discovered a problem that needed attention they would act, but what they discovered was:

Both of these resolutions are horrible.  If the employee solves the problem themselves they feel the organization is powerless and does not care about their situation.  If they quit, we all know that it costs 10 times more to train a new employee than to retain the old one.

A simple solution to these problems is a feature that Cvent's online survey solution embodies: Triggered Email Alerts.  Most other survey tools out there do not contain this feature.

The beauty of this feature is the survey administrator can have an email alert sent to whomever they designate; Human Resource Manager, Employee Liaison, etc...  In this manner as soon as an employee answers the appropriate question and then clicks finish on the survey an email is sent to the designated person, who in turn can then immediately follow up with the employee and solve the problem.  Thus, boosting employee retention rates, making them feel like a needed part of the organization, instilling employee loyalty, and finally creating a better work environment.

The triggered email alert feature in Cvent's survey solution solved these client's employee retention nightmares and resulted in a better workplace and a more cost effective future.

With the emergence of widespread internet usage and powerful online survey software, the web has become the survey method of choice for many project managers and market research professionals.  Utilizing an online web survey design allows for levels of efficiency unheard of in traditional mail questionnaire projects, but it also poses new challenges for business survey researchers.  One of the questions that is asked often is, Is my customer feedback sample and/or survey data skewed because I used an online survey?

The answer could be either no, yes, or maybe, depending upon your specific research issues and target demographics.  The demographic that use the internet (and newer technologies in general) the most are younger people.  Those who are new to online technologies, or those who are not tech-savvy, might be intimidated or confused by a web survey form or an email survey invitation from an unknown sender, which can decrease your rates of nonresponse.  Also, you can run into the issue of coverage error for those who do not have internet access, which is more common among lower-income and less-educated individuals.

But overall, the reliability and validity of online survey results can be on par with or better than other modes, especially if you know your target audience well, including their rates of internet usage.  According to a September 2009 survey from the Pew Internet & American Life Project, 77% of all adults - and 93% of those ages 18-29 - use the internet “at least occasionally.”  Less than half of those aged 65 and older use the internet or send and receive email, however.

So while there are drawbacks to online questionnaire designs of which you should be mindful (as there are with any survey modes, such as interviewer bias, etc.), the efficiency and reduced costs are more than enough rationale for most to employ online data collection techniques, either exclusively or as part of a multi-mode survey design.  Knowing and understanding your target audience is the best way to be sure that your chosen mode will produce quality data.

While this entry is tailored to online survey best practices, these tips can also be applied to other market research methods.


For any survey type whether you're surveying customers, collecting employee feedback or conducting a product market research study, exercise caution and good sense in order to get results that are applicable and trustworthy.

When conducting market research, either through survey forms or another mode, the method of sending a survey pre-notification letter can be a tempting one.

For some time now survey methodologists have been conducting studies of pre-notification letters to determine if they have any affect, either positively or negatively, on survey response rates. An overall analysis of these various independent studies revealed an increase in response rate of approximately 8% when compared against studies where no pre-notification letter was sent.

No one can say for sure exactly why pre-notice survey letters seem to assist in increasing the number of survey responses, but perhaps they help to establish the legitimacy of a survey, contributing to a respondent's feeling of trust and the credibility of the organization conducting the research. Another possibility is that a pre-notice letter builds expectation of arriving mail (be it electronic, paper, or in-person). A third possibility is that a potential respondent is less likely to disregard the survey when it arrives if they are aware it is arriving shortly.

Although survey pre-notification letters are an excellent (but sometimes expensive) way to increase response rates, they are seldom used in marketing research surveys. Each researcher needs to weigh the additional cost of sending out a pre-notice to potential respondents against the probability of a lower response rate.

It's worthwhile to take your population's survey sample size into consideration when coming to this decision. When your sample sizes are small, each individual response affects your survey results even more. Increasing those responses through utilizing a pre-notice letter may counterbalance the increased cost of sending them out to your participants.

In the past, I've shared online survey best practice tips you should keep in mind when designing a questionnaire to ensure quality survey data. We like to always share survey best practices, and today is no exception. Here are six more notable online survey tips.

Keep your email survey invitations short: Email marketing best practices always tell us to keep emails short and simple, with one clear call to action. In the case of survey emails, your call to action is the link to access the online web survey form. Be sure to include these important points to help recipients make an informed decision about whether or not to complete the survey:
Send personalized email survey invitations: Emails with a personal salutation result in increased response rates. Send your education survey as "Dear Mr. Wright" or “Hi John,” rather than "Dear Valued Alumni." In addition, you can insert other contact fields like organization names, work cities, amount they last gave, etc. throughout the body of the email, in order to make it highly personalized for each recipient.

Include the survey link in the email: Be sure to use the appropriate link in your outgoing emails. The default link in the emails {[S-RSVP LINK]} takes your respondents to the first page of the survey and skips the Welcome page. However, you might want to change this link to {[S-HOMEPAGE LINK]} if you have added important information on the Welcome page.

Incorporate an opt out link in all emails: Cvent requires that each email contain an opt out clause for all external surveys. It is very important that all of customers maintain compliance with the CAN-SPAM Act.

Launch survey invitations automatically: After you have tested the email invitation and your survey, you are ready to send it out in bulk to all of your invitees. We recommend that you switch the How to Send option on the Edit Settings page to the Send By Date.

Remember: Timing is everything: In order to make sure your email invitations are opened and read, avoid certain days and times. Never send out an email over the weekend or on Monday morning. This is when people’s mailboxes are full, especially with dreaded spam. We recommend sending emails in the middle of the week and the middle of the day.

While designing a web surveys is fairly simple, make sure you are aware of common online survey pitfalls so you can avoid them:

• Plan the correct date and time to send survey invitation emails and consider your target audience. If your survey sample is office workers, it would be best to send it out during the work week when they will be at a computer most of each day. Do a little research on what the best day is – while it is widely known that Fridays, Saturdays and Sundays are not optimal, there is always new information on this topic. Don’t forget to consider the time zone of recipients too – if you are sending something that will land at 7 p.m. their time, it will likely be buried or forgotten by morning.

• Create your questions carefully. In an online web survey, the respondents are obviously on their own. You can’t clarify things for them. Make sure the questions are clear and easy to understand.

• Keep the open-ended questions to a minimum or you will be poring through the answers for hours. Respondents tend to be more forthcoming with electronic surveys, and this is a positive thing. But just because you can get all those open-ended responses, you may not really want them. Always be thinking ahead to how you will analyze survey data and present findings.

• Entice the respondents to take the survey. Many times online surveys fail to offer enough incentive. Even though online surveys are more convenient, the respondents are still volunteering their time and should be rewarded.

We all know the holidays are getting closer, which means office pot lucks are about to become all the rage. What will you be bringing? How is your office going to make sure that not everyone plans to bring the same thing? How do you determine the winner of this year's Tastiest Dish Awards?

Competitions involving food are definitely a favorite around this time of year. However, if you have a big office, it can be a pain to collect everyone's votes. As I mentioned at Halloween, building polls to quickly identify the winner of your office Halloween Costume contest can be applied to the Best Dish Award too. Simply log into your web site voting poll software, make a poll to gather employee opinions on who should win this year's Best Dish Awards. Have different categories, such as best presentation, tastiest appetizer, most unique recipe? Add in images of the dishes to help jog people's memories and create one web poll using your poll maker.

Don't think that an online poll survey software tool can only play it's part at the end of the pot luck event, you can send a pre-event survey to find out who plans to bring what. If too many people are planning to bring dessert, a typical favorite, the online poll generator can easily run a survey report to identify categories with too many volunteers. You can easily create a survey contact group to email those volunteers and ask them if they can bring something else.

Holidays are a time to celebrate with family and friends, and eat delicious food. Unfortunately, we often make such office traditions a little more painful than they need to be by forgetting we can use a polling system or survey software tool we already have. Since Cvent Web Surveys doesn't limit the number of responses you can have, it wouldn't make sense to suffer through paper ballots when it can be done for you! Ready to create a poll for your next staff opinion survey? Get started with a free trial.

What are your other sample employee opinion survey examples?

A survey conducted by research firm BIA/Kelsey found that 9% of small and midsize business use Twitter for marketing purposes. An earlier survey by online marketing resource, MarketingProfs, showed that 84% of small businesses expect they will increase their use of Twitter and other social media outlets in the future. That same report also takes a look at how large businesses - including Dell and Disney - are using Twitter to reach devoted fans and potential customers. Companies large and small have begun using Twitter. I find this list of companies, although old, to be quite impressive!

At Cvent Web Surveys, we often recommend the use of Twitter, Facebook, and other social media outlets to reach a wider audience for your web survey. We've often found it to be most useful in monitoring and acted fast to ensure customer satisfaction. Bad news travels fast these days, and you have to be ready to react. 

If you are distributing your electronic survey in multiple channels (social media, your public-facing website, and through Cvent's email survey software platform) it is important to track where people are coming from. By analyzing where your respondents are coming from, you can more efficiently distribute your surveys in the future or weight responses. This is especially important if you are paying to advertise your survey - perhaps on traditional banner display advertising, website pop-ups, or search ads such as Google AdWords.

Cvent Web Surveys software provides two ways of tracking and analyzing this data. First, we have our "Reference ID". Reference IDs are a short string of text added to the end of your survey URL – "twitter", "yelp", or "google" – for instance, to allow you to track what other website "referred" the survey respondent to complete your online survey. These strings of text will then allow you to use the Cvent's built-in survey reporting to see, analyze, and slice and dice the information to give a clear view of where the survey respondents are coming from. 

Second, Cvent was proud to announce in our last quarterly product enhancement, the addition of Google Analytics integration. Google Analytics is Google's free tool for tracking visitors to your websites. The integration with Cvent Web Surveys software is extremely simple to set up and is a fantastic addition for our clients who use and love Google Analytics.

Now while I heartily recommend using social media as a tool to get your survey in front of more people, there is one thing that is crucial to remember: many businesses block social media websites. Robert Half International, an IT recruiting firm, reported 54% of companies completely block access to sites such as Twitter, Facebook, and even business-oriented LinkedIn. This means, if you're trying to attract those of us who work, you may be facing a higher hurdle than you imagined.

When you plan your online market research study, you still need to remember the standard steps for any market research project, plus some online specific tasks:


The time frame for an online study is, as discussed previously, often shorter because of the immediacy of the results. Keep this in mind but be sure to give yourself enough time to analyze survey responses.

When it comes to marketing, understanding what information your audience wants to see is very important. In the Cvent survey management system, there is an option for Click Tracking. This part of the email marketing tool is great.

Here is how it works: When you create an eNewletter in Cvent, you can embed active links. These links can then be tracked through the Cvent Web Surveys reporting engine.  Unbelievable. Imagine being able to see what articles are important to your readers by running a simple report.  This gives you the insight needed to target specific groups more effectively.

Vocus, a leading provider of on-demand public relations management software, released the results of a recent public relations and marketing survey they conducted. The survey sample was made up of 1,800 marketing and PR professionals. Among Vocus's key findings was the response of 80% respondents that social media would be a key focus for them in 2010. Vocus shared that they believe social media has been a catalyst for the change in the PR industry, where PR is becoming increasingly more important.

How is the PR industry dealing with the fact they're being asked to do more with less? Investing in technology. Sounds like a familiar story, right? Marketers turn to email survey tools to send out email survey invitations instead of having to manually send all email marketing messages through Outlook. Accounting departments use software to help them manage finances instead of the old way of paper, pencils and ledgers. Technology is often used to help professionals manage their work loads, and PR industry is doing the same thing.

Here are some of the other key findings Vocus shared from it's marketing survey:


You can learn more about the survey results by viewing the recording of webinar Vocus hosted yesterday, PR Planning Considerations for 2010.

In a recent post, I described the differences between nonprobability and probability sampling methods in online survey designs.  Probability methods are preferred if at all possible, because they allow you to make generalizations from your electronic survey results to a larger population or target audience.  One kind of probability-based sampling technique is called systematic random sampling. 

To employ a systematic random sampling design for your online web survey, you first select a case at random from your exhaustive population list, and then select further cases at identical intervals, determined by how many people you want to sample in total.  If you wanted to sample ten people from a population list of 150, you would then choose every fifteenth person after selecting someone in the first 15 cases (to ensure you will select 10 people in total).

This provides an easy way to obtain a random sample of your population list or sampling frame, because as long as your data is ordered randomly, you can begin simply by selecting any record or case and go from there.  This is an important caveat though: your records must be randomly ordered for a systematic sample to be effective. 

Take this example of survey sampling, let’s say you have a sampling frame (list) of people that is currently ordered alphabetically by last name, and you are interested in subgroup analyses by ethnicity.  It would be wise in this case to rearrange the records into a truly random order (i.e., not alphabetically), because last names from certain backgrounds may be more likely to begin with a particular letter.  While systematic sampling provides an easy way to generate a random sample for online surveys, you do need to be sure there is no hidden order within your population list or sampling frame.

A key marker of a quality survey, whether that survey is an online form or another mode, is replicability of your results over trials. Replicability of your survey results lends credibility to your organization's research work.

One indication that your survey form may have results based on biased samples is nonreplicable results for the same instrument, fielded with the same survey design, from one time to the next.  If the same sample frame produces significantly different results for identical questions, that should perk up our noses to the scent of possibly unreliable results. We should start to look at the criteria used to select our survey sample, and take a fresh look at the questionnaire to see if it is still pertinent to our needs, or the needs of our clients.

This holds true for all modes of survey research, including online survey internet research. Receiving divergent findings in survey results being fielded again and again could lead to differing (and possibly harmful) business decisions.  No company should be left with uncertainty about answers and actions when decisions need to be made based upon the research. This is just one reason why replicability of your research findings is a key ingredient to sound data. When in doubt- replicate!

It is crucial that you consider reporting a main element of your web survey design at the outset of your research project.  What you can say about your results hinges heavily on the types of analyses your questions and the capabilities of your response scales.  Today, I will outline the difference between the two major branches of statistical analysis available for most survey data: descriptive and inferential.

Descriptive statistics are the basic measures used to describe survey data.  They consist of summary descriptions of single variables (also called “univariate” analysis) and the associated survey sample.  Examples of descriptive statistics for survey data include frequency and percentage response distributions, measures of central tendency (which include the mean, median and mode), and dispersion measures such as the range and standard deviation, which describe how close the values or responses are to central tendencies.

Inferential statistics offer more powerful analyses to be performed on your online web survey data.  As the names suggests, this branch of statistics is concerned with making larger inferences about social phenomena.  This can include associations between variables, how well your sample represents a larger population, and cause-and-effect relationships.  Some examples of inferential statistics commonly used in survey data analysis are t-tests that compare group averages, analyses of variance, correlation and regression, and advanced techniques such as factor analysis, cluster analysis and multidimensional modeling procedures.

By designing online questionnaires and survey web forms with a good idea of what you want to do with your data after it's collected, you can create cohesive, powerful reports and presentations. Need more tips for how to analyze survey data, read some of these data analysis posts.

There are many options available to market researchers when designing a web survey form. I covered this topic a bit last week when I discussed creating online surveys, and included some dos and don’ts.

Conducting a study for the Web offers several opportunities for market researchers that paper questionnaires do not. For example, you can create an instant survey and check on responses frequently for updates. You may even allow the respondents to view the current results when they complete the survey. This works best for one or two-question quick polls rather than longer studies. But knowing they will see the results immediately is frequently a tipping point for respondents who are on the fence about completing your feedback survey form.

This can be helpful in analyzing survey data as well. For example, suppose results for your online survey form vary wildly throughout one week. One day, 10% of respondents use your client’s brand of glass cleaner. The next day, it’s 65%, but then the following day it drops back down to 20%. This could mean something (possibly that you need to check your recipient list) and is good information to track for your client.

The instant results also allow you to add more questions and gain clarification on points you may not have considered prior to launching the survey form. There are dozens of survey web software tools available that can create instant survey results – it’s a method that is worth trying out, but as always, consider your client’s needs before committing to a particular survey method.

USAA Survey says Shoppers Plan to Use Cash this Holiday Season USAA, the insurance and financial company who we've reported tops customer satisfaction surveys time and time again says shoppers are planning to use more cash and less credit this holiday season. Their insurance survey report shows 85% of shoppers plan to use cash and 62% plan to use more cash this year than last year.

They also found that 56% of consumers have been saving cash throughout the year to spend during the holidays. This jives with other survey research that Americans are, in general, saving more and spending less. Perhaps more important to USAA's financial services business, though, is their data which shows that 74% of those who plan to use a credit card for their holiday purchases plan to pay off the balance immediately. 

On a broader note, a retail survey commissioned by the National Retail Foundation reports overall holiday sales will be down about 1% and that two-thirds of families have adjusted their holiday plans due to the economy.

Online retailers continue to be the bright spot, however, with sales expected to increase about 8%, according to Forrester Research. 

Just because you find correlation in your data when analyzing survey results does not mean there is causation. I find this is a common mistake in lots of survey reports when someone is new to survey research or conducting data analysis. Take this example:


Some people see this connection as a causation. Customers are satisfied because you contact them frequently to make sure everything is going well. The problem is, it's not a causation. Causation are extremely hard to prove because you cannot control every factor. For example, you may split your territory by industry and your solution suits some industries better than others. Or clients who are really satisfied simply use the product more often so the customer success managers reach out to them more frequently, because they are more likely to have questions. While those who use the product less have less to be satisfied about and may feel they are wasting those budget dollars.

To be able to prove causation, you need to be able to rule out all other possible explanations for the connection. As you can imagine, that's almost impossible to do since we do not control outside factors influencing the survey respondent or even the greater survey sample. Instead, when situations like these occur, we're seeing a correlation between two things. In my customer survey question examples, there's a correlation between how satisfied customers and how often they are contacted.

This principle does not only apply to customer survey research, it also applies to analyzing employee feedback forms, product surveys, market research and any other type of data collection and analysis.