What’s in It For Me? How to Use Survey Incentives Correctly

You’ve heard it all before: Fill out our survey and receive a gift card. Tell us about your experience and be entered to win a free iPad. Rate our product and we’ll send you a free T-shirt. The concept is simple and widely used by organizations looking to increase their survey response rates. They...read more

Comment Card Fail: Restaurants

I was listening to the radio this morning and the show hosts were talking about a comment that was left on a comment card. If you’ve ever been to an Outback Steakhouse (locations worldwide), you know it is an Australian themed restaurant, most famous for its bloomin’ onion and other Aussie-Tizers...read more

When Twitter Customer Support Goes Too Far

This last weekend I was moving the final things from the house we're selling into a storage unit. We rented a van to help us move so we didn't have to make a ton of trips back and forth. When picking up the van, the woman behind the counter was extremely rude to the person in front of us. It came...read more

Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

Revisited: Additional Comments are a Survey MUST

Just like the 2009 Mountain Dew Throwback campaign, I'm bringing back the sentiments from this post: Offering An Additional Comment Section Is An Online Survey Must Have additional comments, concerns, ways for us to improve? Let us know! Seems super simple to add this example survey question to any...read more

Surveying Outside of the Box: A Real Life Story

Let’s face it we are now working in era where engagement is king. From a survey perspective, this means keeping our research efforts short, on focus and as visual as possible. Long surveys that require the respondent to work through countless questions, many of which will not be relevant to them,...read more

Are Market Researchers a Satisfied Lot?

There are times when it doesn’t pay to be a marketing researcher. For me, those times usually manifest during salary study season. The curse of conducting salary studies is also what drives most participants to respond. We as professionals have an innate desire to know where we stand relative to our...read more

What Does Customer Experience have to do with Comment Cards?

I was recently dining at a restaurant with a drop box in the foyer for comment cards.  It seemed this restaurant did it right: integrating comment cards as part of their customer experience and soliciting feedback from customers when the experience is fresh in their minds. Being that there were...read more

Three Reasons to Try a Comment Card

While surveys and questionnaires can be great for getting detailed customer insights about a brand, service, or product, they require customers take the time and effort to complete the questions.  There has to be a quicker way to get insights from customers and for customers to give feedback than a...read more

Bringing Back the Comment Card

Before the days of the Internet, cell phones, and iPhones, customer feedback was collected via paper surveys, person-to-person interaction, and other non-electronic forms of communication including comment cards. Comments cards seem to be forgotten tactic when it comes to surveying your audience,...read more
Crimes in Design Webinar
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