Online Survey Methods

I think I have always thought of myself as a "planner." While some people "fly by the seat of their pants," I am constantly thinking ahead to the consequences of my actions. The way I see it, this can be a good thing and a bad thing. Being a "planner" is bad because I am not as spontaneous as some of my friends. The "life of the party" is usually not someone who thinks ahead. However, it is a good thing at the same time, especially when operating in the corporate world, and specifically when designing online surveys.

I wrote a post a couple weeks ago about the importance of thinking ahead to reporting before designing a questionnaire online. I want to address a related issue: survey question logic. We on the Cvent Web Surveys Client Services team always strongly encourage our clients to use survey logic to their advantage. Lately, however, I have been getting lots of calls from clients who are having trouble with the logic they have applied. The reason for this is simple: too many clients do not plan or map out the logic they'll apply to their electronic survey. This lack of planning can cause numerous problems, most notably conflicting survey logic.

In the past two weeks, I have spoken with two clients who applied both branch logic and advanced logic to their online surveys. Both of these clients called because they were concerned there was a technical issue which was prohibiting the logic from functioning as it should. "But, I set up my branch logic correctly, and I know that my advanced logic should be working fine too, so what is wrong?" In both cases, the problem was the clients had applied branch logic which conflicted with the advanced logic, and the survey system therefore did not know where to send survey respondents when they answered a question a particular way. "If only these clients had planned ahead and mapped out the survey logic before launching their surveys," I thought, "then this problem could have been avoided."

Moral of the story: Please take advantage of the wonderful survey logic functionality available with Cvent Web Surveys software. However, at the same time, make sure to plan ahead. Even if you are someone who generally "flies by the seat of your pants," when designing online survey questionnaires, you should be a "planner" for once.

In the past several years, many market researchers have shifted to using online surveys more frequently. Traditionally, these online surveys were emailed rather than posted online to avoid data skewing.

When creating the online survey design, there are several things to consider. Make sure the electronic survey is simple and easy to use. Too often, online survey forms are cumbersome or technologically dated. Keep it simple, and you won’t run into any problems.

You must also plan carefully to make sure no questions are missed. You can design online surveys so they will not allow survey respondent to move on if mandatory questions are not completed. In addition to requiring survey questions, I would advise setting up the internet survey so respondents cannot complete the questionnaire more than once. Most online survey research software applications have features to create limits on how many times someone can fill out an online survey form. This prevents skewed data – some respondents will try to complete online survey forms multiple times if there is a giveaway or drawing offered as an incentive.

Make sure you read over your electronic survey a few times as well. Proofreading is especially important when designing online surveys. You must have members of your team proofread not only for grammar and clarity, but also functionality. Make sure all the links work, and the survey can be completed with all your caveats and mandatory questions. 

Online surveys have made it possible to gather information much quicker, and when used properly provide an excellent resource for market researchers.

All too often, we begin the survey creation process, but draw a blank.  How should we design a survey?  Should a survey design have the company look and feel?  Or should we design it to be a fresh look?

Having an online surveys tool that has survey templates built into the system is extremely important.  It eliminates the nagging question, "What is a survey design? How do I create a professional looking web 2.0 survey?"  This gives the survey builder that boost to get the creative juices flowing. In the Cvent Web Survey solution, there are over 50 graphical templates, ready to help you in designing surveys. Any color, any pattern, any style. They are all preloaded in the Cvent Web Surveys application. Definitely check these out the next time you are trying to figure out survey research design ideas for your next questionnaire.

Want to learn more about our survey design software? Sign up for a product demonstration.

Rarely are we asked the question, What is a survey? Typically questions follow the path of, Why do I need a survey program? What am I going to get out of conducting online web surveys to collect customer feedback? Or How do I get started measuring employee satisfaction with online questionnaire templates?

However, sometimes it's good to define market research and what it means, and answer the rarely asked question, What is a survey?

Market Research Definition (mahr-kit-ree-surch)
The gathering and studying of data relating to consumer preferences, purchasing power, etc., especially prior to introducing a product on the market.

Survey Definition (ser-vey)
Collect quantitative information about items in a population. Surveys of human populations and institutions are common in political polling and government, health, social science and marketing research.

Chances are though, you're still wondering about those other questions. These posts may help you answer those ever burning questions about why you should create and design surveys.

Yes, you read right; we’re not talking about cloning people. But wouldn’t it be awesome if you could clone your electronic surveys? The advantages are endless. If you have an internet survey that has to be sent out to people who attended different conferences on different dates, the headers and welcome pages would be different – as would the responses coming in, but the questions and emails would be almost exactly the same. Or if there’s an old online survey, closed and archived years ago, but you’ve realized you need to send it out again – clone it!

The best part about cloning surveys is that you can still make changes to them – so if you were designing surveys with similar content for five different groups of people, you could create a basic survey with all the questions, headers, templates, security settings, etc. and make minor changes to each of them so that each group gets a customized online web survey, but you only spend a fifth of the time.

When you clone a survey form, all information except the people added to its targeted list, gets carried over. So the next time you spend hours adding complicated branch and pipe survey question logic to an online questionnaire, worrying all the time that you will have to do it again and again, you can breathe a little easy. You always have the option to clone a survey irrespective of whether it’s in Test mode, Active, Closed or even Archived. Once you’ve done the work, you will never have to do it again.

So go ahead and clone your next survey – send it out to different people, generate different reports for each of them – you can even have one as anonymous and the other collecting contact information from respondents. As for cloning people, that debate will rage on.

Cvent offers a variety of Pre-Designed Survey Templates you can choose from for your first online web survey. These internet survey templates contain default questions, email, welcome and thank you text which you can utilize when designing a questionnaire. You can also choose from over 50 different graphical templates to suit the look and feel of your survey forms. Here’s a list of the different pre-created survey templates that you can use to build the base of your survey:


Besides this vast list of pre-designed questionnaires and graphical survey templates, Cvent also offers you a Question Library, which is filled with Customer Service, Demographics, Event, HR/Training, Marketing/Sales questions that you can utilize in your survey.

So! Go ahead and Sign up for an online web survey free trial account now and enjoy these á-la-carte features absolutely free.

Cvent provides you simple survey tips as best practices that you can follow while working on your electronic survey project to ensure that the project is flawless. Mentioned below are some survey form best practice tips that will help you achieve this.

Anonymous Survey: If you are creating an anonymous survey, please carefully consider the fact that you will not be able to link the responses that you collect to any of the respondents on your targeted list. As soon as a respondent clicks on a link in your online survey email, that person is removed from your targeted list and all of his or her contact information is removed as well. When you run survey reports for an anonymous survey form, the respondents will be identified by unique response numbers that are not linked to any respondent contact information. Respondent contact information is removed from the response for a particular anonymous survey, however it remains in your Cvent address book.

Removing Identity Confirmation Page: You can also create a collect respondent contact information survey and hide the identity confirmation page from your respondents so that the survey appears anonymous to your online survey respondents. However, for this functionality to work in your electronic survey, respondents must access the survey via a link in an email survey invitation. If the respondents are coming through the generic website link, they must go through the identity confirmation page, as there is no way to know who is responding.

Brand your company: As a valued Cvent Customer, we have activated the custom header feature in your account for a custom online survey design. Please take advantage of your ability to customize the headers on your welcome page and survey body pages to include your own images, banners and logos.

Be clear about privacy protections: People are more comfortable sharing information on the internet if they know how it will be used. The welcome page or the first page of the survey is the place to include information about how you will be using people's survey responses. Are they anonymous? Confidential? Shared with others? A university human subjects statement, if needed, would go here.

Use Page Breaks: We recommend putting a maximum of 5-6 questions on each survey page in order to keep the page lengths short. Not only does keeping each page short help reduce the likelihood that a respondent will time out, but adding page breaks helps you to collect partial responses. Anytime a respondent clicks on a "Next" button, the responses entered previous to that button are saved. This ensures that any respondents who exit the online web survey before hitting the "Finish" button will be able to go back in and answer the remainder of the questions to complete the survey.

Progress Indicator Bar: Use a progress indicator bar to allow your respondents to see where they are in the survey and to inform them when they have completed the survey.

Survey Logic: Where possible, drill down for more information. The logic in the Cvent Web Surveys system makes this very easy to do. If someone selects a negative answer choice, add a sub question to probe them for details. Use branch logic to create paths within your survey that are only applicable to one group of respondents. Pipe logic allows you to personalize your survey by pulling an answer from a previous question into the question text of a follow-up question. Lastly, advanced survey question logic can be used to make a question visible to a respondent when specific criteria are met. These criteria can be based on respondent contact information, custom contact fields, or questions in the survey. When you are applying advanced logic, you can also turn on link logic, so that respondents only see certain answer options for one question, depending on how they responded to a previous question in the survey.

Have your respondents market your survey: Activate the survey invitation forwarding feature to allow your online survey respondents send an email invitation to friends or colleagues at the completion of the survey. The contact information collected will be automatically added to your address book for future surveys.

From Name in the emails: Always use a recognizable From Name in your emails as this drives your respondents to open the email. This is very important because without opening the email, your respondents will not be able to take the survey.

Use Multiple Email Campaigns: Send targeted email marketing messages to your audience in order to help increase survey response rates. Within one survey, you can send out different messages to different groups of people by segmenting your invitee list. This functionality allows you to specify the From Name, From Email Address, Subject Line of the email, and body of the email. Take advantage of this functionality and manipulate these variables in order to increase the open rate of your survey emails and your response rates.

We often get asked, "What is a good survey design?" All of these survey best practice tips are components to keep in mind when designing a questionnaire to ensure quality survey data. Watch out for more tips coming soon...

The vast majority of survey research projects are studies at a single point in time of a specified population, such as employees, customers or the general public.  Fewer web survey designs track opinions over time.  This post outlines the different types of surveys carried out by researchers.

Point-in-time surveys are called cross-sectional studies.  They study a single population or sample size during a single specified time-frame, and give us a “snapshot” of opinion data.  Cross-sectional surveys comprise the largest number of projects that are undertaken. 

Longitudinal surveys, on the other hand, are those which study trends over time, and usually consist of cohorts or panel respondents.  These can be further classified into three distinct types of longitudinal designs (trend, cohort and panel).

This week I've shared what different colors mean and how they can effect people. The neutral color group is the last of the three groups, cool and warm colors being the other two.

Neutral Colors are good background colors because they unify diverse color palettes. When neutral colors are paired with warm or cool colors, they allow the focus to be on the other color (whether it's warm or cool). They also serve to tone down the intensity of the other color. As I've mentioned in the other two posts, neutral colors do have attributes of warm and cool colors. Blacks, browns, tans, golds and beige are considered warm. Cool neutral colors include white, ivory, silver and gray. As you might guess though, these attributes are much more subtle than those of reds (the hottest color) and blue (the coolest).

	Black - As we've discussed with other colors, black can have contradicting meanings. While black is conservative, conventional and serious it can also be sophisticated, mysterious and sexy. Black, like many of the neutral colors, match almost every color. The colors black doesn't match well with is other very dark colors.
	White - White represents purity, cleanliness and innocence. Like black, white goes well with most colors. Keep in mind that too much bright white can cause some people headaches and be a bit "blinding." For the most part, the colors paired with white, no matter the proportions, are often the ones that pass on meanings in your survey design.
	Gray - This is a neutral color, but it also has cool elements and rarely evokes strong emotions. Dark, charcoal grays show strength and mystery, similar to black. Gray is a sophisticated color, without the negative connotations of black. Grays are good background colors because they're so neutral. You can swap a light gray for white, or a darker gray for black.
	Silver - Silver can be cool like a gray, but it can also be livelier than a gray. Silver is often associated with being sleek and modern and imparts an ornate feel. Silver is a cool metal and lack the warm that gold has. When you use silver, it can give an earthy, natural, or sleek and elegant feel.
	Brown - Earthy. Wholesome. Dependable. Brown is a warm color that can be associated with all of these things, as well as being considered steadfast, simple and friendly. Not sure that brown represents dependability? What about UPS? They've built their whole brand around brown's dependability. Browns, taupes, beiges and creams all are excellent background colors because they make the other colors appear richer and brighter.
	Beige - Like a chameleon, beige takes on the attributes of the colors that accompanies it. However, on it's own, beige is a calm background color. The reason beige can behave like a warm or cool color is because it has the warmth of a brown and the coolness of white.

If you're using the Cvent Web Surveys software application, you'll notice all our pre-created survey templates take into account how colors interact with each other. So next time you're working on a world class customer service survey or creating web polls, check out the graphical survey templates in your online survey account.

Partial responses are an unavoidable caveat of online surveys.  There are no moderators to ensure the survey respondent completes the web survey in its entirety and there are, generally speaking, no punishments or consequences should a respondent exit the survey early.  Add in the ever decreasing human attention span, and we have quite an obstacle to overcome to ensure your survey gets the most complete and most accurate responses. 

This was exactly the issue facing one of our clients.  Their survey was a decent length, only about 30 single choice questions, and the contacts on the target list were all product users.  So when they called in about the substantial number of partial and visited responses, I will admit I was a bit baffled.  Hey, it happens. 

I asked whether people had sent in messages about possible error messages when they tried to continue on to the next page or submit their responses; nothing. I checked their emails to ascertain whether any information in the messages was discouraging people from finishing the survey or telling them to return at a later date to complete; again, nothing.  It wasn’t until I previewed the survey to test whether there was any bug preventing the collection of responses that I noticed something: a hyperlink.  In the middle of the survey body.  It was so innocuous yet tempting, offering something new and unknown after having monotonously clicked through numerous page breaks and questions. 

I clicked the link and was immediately connected to a new, enchanting website filled with animated images, graphics, and wild colors.  Oh my!  What was this exciting new Wonderland I had discovered?  It was the distant, yet audible cough on the other end of the phone that brought my attention back to the task at hand.  And, I had discovered the cause. 

The hardest part of any online survey is to motivate survey respondents to not only open your email survey invitation, but take time out of their day to complete the survey.  With the proliferation of internet-based communication, people are becoming more desensitized to email marketing.  If you have already overcome the most difficult task of having a respondent start your survey, why lead them astray?

The solution was simple: take the hyperlink out of the survey body.  Put it in an email message or as a link on the separate Thank You page instead.  Keep this survey best practice in mind and you'll keep survey respondents focused on the project at hand.  Once they complete the survey, you can unleash the wonderful and ever intriguing world of the internet upon them.

One of the great things about Cvent Web Surveys software application is that it is constantly getting “better.” I, for one, am not aware of another survey software company that can state with confidence that 80% of all product enhancements come directly from the requests of current clients. Cvent, however, has certain processes in place so that every time a client expresses interest in seeing a new feature added to the online survey application, this request is quickly relayed to our technical team.

For those of you who were clients before our most recent product release in August 2009, you definitely noticed at least one big change in your account the first time you logged in after the release. As soon as you logged into your Cvent Web Surveys account, you saw that your surveys were no longer organized into folders on the Survey Selection page. Instead, they are now displayed in “views.”

Now, you may wonder why I chose to write my blog post this week on the transition from folders to survey views. It may seem like a pretty dry topic. I wanted to write on this particular survey subject because I get so many calls from clients asking how to create a new survey view that pull the appropriate surveys into view. If you have a lot of surveys created in your account, then this is a pretty important thing to know how to do, so that you don’t have to sort through all of your company’s surveys just to find the few that you are personally working on!

When you are ready to create a new survey view and filter the appropriate surveys into this view, you need to remember 3 simple steps:

1) Create a survey custom field. You can create survey custom fields under the Administration tab, on the same page that you create contact custom fields. Survey custom fields are primarily used to classify the surveys in your account and pull them into the appropriate views on the Survey Selection page. So, for example, if your marketing department and human resources department are running surveys, you may want to create 2 separate survey views, one for each department. The first step to do this would be to create a survey custom field for department.

2) Create a new view on the Survey Selection page. You can create a new survey view by choosing “add new view” from the Display drop-down menu. When you add the new view, you will need to name it and also specify certain options (i.e. whether you would like the view to be private or public). Finally, at the bottom of the page, you should apply an advanced filter based on the survey custom field you just created for department. For example, if you are adding the survey view for “Marketing Surveys,” you should choose “department” as the field, “equals” as the operator, and “marketing” as the value.


3) Now that you have created the survey custom field and added the new view, all you need to do is pull the appropriate surveys into the view you just created! When you added the new view for “Marketing Surveys,” you should have gotten a message, “no surveys match your criteria.” This is because you have not yet applied the survey custom field at the survey-level! To do this, simply go into an individual marketing survey, and click on  Settings on the top navigation bar. On the General Information page, you should click on the Custom Survey Fields tab. Here you can apply the “marketing” label to the individual survey, so that it will show up in the “Marketing Surveys” view.


Hopefully this post will be helpful to those of you who are struggling with the transition from folders to survey views. Believe me, survey views are completely customizable and will help you organize online surveys in your Cvent Web Surveys software account.

Halloween is time for spooky movies, scary amounts of candy consumption and silly costumes. This holiday always ensures you'll see at least one person around the office dressed up - but what about when you do an annual Halloween costume contest? How do you poll the office to come to a fair consensus? Quickly create a web poll using your online poll creator. You wont need to worry about writing your own online poll script because the online poll software tool will take care of it for you.

Here at Cvent, we have an annual Halloween Costume Contest, as you might have guessed. In the past, we've used the clapping and cheering approach (who ever gets the most applause wins) and our web polling software. With the image gallery, it's easy to upload your costume pictures. When you're creating a poll online, you can customize the survey questions and add your own graphics and pictures, in addition to information about what the costume is of - because let's be honest, sometimes it's hard to tell. After uploading the pictures, you can quickly send a note to your employees letting them know it's time to VOTE!

When was the last time you ran a quick employee poll for a silly contest to lighten up the hum-drum of the day-to-day office life?

By the way, since I'm sure you're wondering, this year's Halloween Costume Contest winner was a Taco. Congratulations Andy, but why didn't you bring enough Taco for the rest of us?

Does your customer survey have "survivor bias"? I'm betting it does. Why? Because when most survey designers create business questionnaires or client satisfaction surveys we only collect feedback from individuals who are still customers. What about lost business? Why aren't those customers who left asked to complete your client feedback form? You better believe they have feedback.

In her post at the Dimensional Research blog, Customer Satisfaction Surveys: Avoid "Survivor Bias", Diane Hagglund defines "Survivor Bias" as drawing conclusions only from data that is available or convenient and thus systematically biasing your results. AKA biasing your survey sample by only asking "happy" customers. They may not be over the moon about your product, but they're at least happy enough with your offering if they're still paying you.

I agree with Diane on this one, it's pretty ridiculous to allow this bias to creep into your customer market research. It's easily avoided considering you should have all the customer data you need to send them the same client survey template. Make sure you're measuring client satisfaction among customers who left you for a competitor as well as those who simply decided not to renew the service (and didn't go with anyone else).

When you begin writing customer survey questions to create client questionnaires or update your annual template for a client satisfaction survey make sure you think about your former customers. If you don't know who they are, this is a good time to find out. Thank goodness for internet research software and customer insight solutions to make the act of surveying clients a little easier.

If you follow the bloggers on the Cvent Web Survey blog, you know we emphasize survey reporting concerns throughout the entire questionnaire project life-cycle.  This post outlines five general sections that comprise a good report or presentation for a survey research project.  By following this outline, you can be sure that you have a thorough summary of your research objectives, processes and results all in one place at the conclusion of your survey project.

Executive Summary
This is the "drive-by" version of the entire survey project.  It contains a brief summary of your main points, and predominately consists of broad research findings.  You can also think of this as the audience takeaway section: imagine if people had just five minutes to hear your results, and then had to make decisions based upon what they heard.  Include essential, bottom-line insights from your survey project here (and not much else).

Introduction/Background
In this section, you introduce your study, including its purpose, concepts, rationale and variable descriptions (where appropriate).  This is also the place to provide all the background information, as well as any prior research findings/citations upon which your current study is based.  If you have specific hypotheses, they can be placed here after you’ve established rationale.

Methodology
This is the part of the report where you get dirty with the details of how you went about designing and conducting your survey.  Descriptions of survey sampling procedures, survey question and response option/scale design, data collection activities and timelines all belong here.

Results
In the survey results section of your report or presentation, you provide all the survey findings.  This includes detailed tables, charts and other selected graphics that clearly explain what the data say, and can be quite extensive depending on how many survey questions (and research questions) you have.

Conclusion/Discussion/Recommendations
These sections can of course be listed separately, but I’ll group them together here for our general descriptive purposes.  This is where you take the step from findings to decisions.  You’ve detailed your results; now you draw conclusions, discuss anything that might have affected the research or your path forward, and make recommendations about where to go next based on the data.

Using Cvent’s Web Survey tool, you can choose to send your survey emails manually or setup a specific date and time for the emails to go out.

Manual Send is ideal to send emails to specific invitees from the target list. As you get the option to select:

1. Respondents by choosing which Contact Group the email needs to be sent to
2. Respondents that have not received the email before.
3. Manually enter the search details to search for particular respondent(s)
4. You can click on the Search Button to search for all respondents that have been added to this targeted list
Auto Send on the other hand is ideal to send out mass emails to every contact in the target list on a specific date and time. This feature is perfect to send out reminder email survey invitations to respondents who have not yet completed the online questionnaire or send confirmation emails to completed respondents thanking them for their time and feedback.


Along with these options, there are various other features that you can choose from in the Cvent email survey tool:

1. What format do you want to use to send this email?
Choose from both HTML and plain text or only plain text. If both HTML and plain text are selected, an invitee will receive either the HTML message or plain text message, depending on their email settings.

2. Click Tracking
A way to track which links are being clicked in HTML emails. You can run reports to determine which survey invitation emails and links are getting the most traffic. Turning on Click Tracking enables tracking in your HTML emails.

3. CC Option
Sending to a CC email address is available in all survey email templates. When the CC email recipient takes the survey, the primary contact’s information and email address will be pre-populated within the survey.

To use all these features for your organizations benefit. Sign up for a Free Trial Account now!

Cvent’s online survey tool is like a treasure trove.  Every day, there are new features to discover, new ways to utilize different functionalities and, of course, a never ending feeling of adventure as you navigate your way through.  With all the excitement, it is easy to overlook some features or get stuck in a routine where you use the same survey question types, same images, etc.  for every survey.  Regardless of the purpose or goal of the internet research survey, you will find a way to make those features you are comfortable with work.  But, come on now.  What kind of Customer Support would we be if we didn’t educate you on features that may be underutilized but have enormous potential to change the way you look at surveys forever?

Cvent offers 19 different question types; that is 19 unique ways to ask a question and 15 unique ways to collect a respondent’s rejoinder (single and multiple select questions have 3 different formats each).  My recent favorite, which I have seen in very few surveys (and there are only so many formatting ways to stress VERY), is the File Upload question.  This feature allows respondents to upload additional documentation which will be stored in one, central location.  Think about the possibilities:

1. With the amount of free and easily accessible information available on the internet, online tests have become increasingly difficult to administer.  What is to stop a student or anyone for that matter from "just having a peek" at Wikipedia or "accidentally" having a Google page up with the pertinent information?  A study done by Donald McCabe and Linda Trevino found that schools that had an enforced honor code have significantly less prevalence of cheating (McCabe, D.L. & L.K. Trevino, 1993). How can this be accomplished through an online survey?  Have respondents sign your school’s/organization’s honor code then use the File Upload question to have them upload that document. 

2. When I mentioned that Cvent’s web based survey tool can do anything; I meant it.  You can use the survey tool to identify and confirm respondents eligible for rebates offered on a purchase.  I know personally I get a little perturbed when I see that an item costs $X but, when I get to the register, I find out that it actually costs $Y but I can get the appropriate rebate in 4-6 weeks if I just mail my receipt to the company.  Call me impatient, call me lazy, but I don’t like having to go through all of that.  “But, Dorian, how can we do this differently?” you must be asking...  Two words: File. Upload.  Customers can upload the receipt from their purchase which will be stored within your Cvent account instantly.  If your survey is a collect contact information survey, you can ask for their address and the only step would be to verify the receipt/purchase and then send out that rebate.

3. Respondents can upload images or graphics; photos for a high school reunion, anyone?

The possibilities are endless.  Any additional documentation can be collected and you don’t need to overwhelm your inbox with email attachments for each respondent.  So go forth, I say!  See what other survey treasures you can find, Captain Sparrow.

The Invitation Forwarding feature is one of the absolute coolest things about Cvent Web Surveys software. After all, who doesn’t love having someone else do their work for them? Invitation Forwarding allows your survey respondents to email survey invitations to up to 10 other people. This in turn allows you to grow your database of contacts exponentially, as the system will automatically put all of these new contacts in your Cvent Address Book for you!

In my humble opinion, Cvent does a fantastic job of updating your Address Book for you, and Invitation Forwarding is one of the reasons why. Many of our clients actually find that their Cvent Address Book is more inclusive and “up to date” than their organization’s internal database! Remember that you always have the option to export your entire Cvent Address Book, which in turn enables you to update your internal database, if need be.

Like many of the features present in the online survey application, Invitation Forwarding saves you time that you otherwise would have had to spend hunting down people who were relevant to your survey. Allowing your survey respondents to forward the survey along to other people obviously has other perks as well, since it will undoubtedly increase your response rates and the reliability of the data you collect.

In summary, here is my advice to all of you out there reading this post: Leave the Invitation Forwarding feature turned on on the Thank You page, as long as you are not conducting a private survey. Invitation Forwarding will definitely save you time, increase you response rates, and grow your database of contacts, all of which are guaranteed to make your boss happy.

Most survey poll creators will agree that while respondents always prefer to have choices explained clearly in words and phrases, numbers are much easier and far more effective when drawing inferences from the data collected. Take this typical sample customer service satisfaction survey question:


The client satisfaction survey sample question above from a measuring customer service sample survey looks much better by listing the choices as "Very Satisfied/Dissatisfied" as opposed to asking respondents to check one of the numbers between 1-5.


However, when the survey data collection is complete and it's time for data analysis and running survey reports, many survey administrators are left scratching their heads. What analysis do they draw from the individual number and percentage of respondents listed as "Neither Satisfied nor Dissatisfied", how to they compare these percentages to last year’s survey on a category by category basis and still draw an overall inference? How do they know the percentage increase in the level of satisfaction? Is it better to have a large number of people fall into the neutral category?

The answer to all these questions is the same – Export Values. The ultimate tool for anyone looking to analyze the data they have collected. Using Export Values the survey builder can assign a number (or a different word or phrase if you like) to answers as well as questions in their survey! In other words, instead of going through the never-ending text of questions and answers trying to find some semblance of meaning in the data, the questions in your report could be listed as CS1, CS2, CS3, etc. and the answers as 1,2,3,4 and 5 for each question. After exporting the Expanded Answer Details for All Respondents (the survey report with Export Values) to Excel, you can even use these numbers to calculate a mean or average – how much easier would it be for the decision makers in your organization to see the response to the above question summarized into a single number:


A case in point is our survey clients who go a step further and used this feature to export just such a report to Excel and then analyze it using SPSS and other survey research analysis software. For those of you who are already drooling over the prospect of generating such accurate feedback for your organization, export values are pre-included in your Cvent Web Surveys Professional or Enterprise account. Go on, generate that perfect report – you can thank me later.

Did you know there are 6 steps in the market research process?  While this process speaks directly to marketing research professionals, the process applies to HR, customer or education surveys as well:

1. Identify and define the problem.  Before you start any web survey project, you should identify the key issues you hope to be able to solve.  This step should also include clearly defined objectives.
    
2. Develop the approach. In this step, you need to establish a budget, understand influencing factors such as the environment or economy, decide on sampling and survey methods, and formulating hypotheses.
    
3. Research design. Designing a survey or questionnaire is considered the most important step in any survey process.  Question design takes a lot of thought and time.  We like to say, "If you put garbage in, you'll get garbage out."  This means that if the questions are bad, the data will be bad as well.  During the survey research design, keep in mind sampling methods and data analysis factors you intend to use.
    
4. Collect the data. Don't forget to test your survey before to ensure you're fielding the correct data.  Thankfully, with the help of an online survey tool, this step is relatively painless.
    
5. Analyze the Data. The types of analysis you planned to perform on the collected survey data should have been decided in earlier steps, but after collecting the data you have to actually perform the survey analysis.  Analysis can be performed using survey analysis tools like office programs, such as Excel, or more advanced programs such as SPSS - the complexity of the questions will determine this.
    
6. Report, Present, Take Action.  The final step in the market research process is to present your survey research findings and draw conclusions.  While Step 3 is the most important because it defines the outcome of your survey, if you fail to complete this last step and act on the findings in some way, the previous steps don't matter. 

As I mentioned in the beginning, this same process can be applied to any type of project: product evaluations, customer satisfaction questionnaires, public relation surveys, etc.  If you give each step the attention it deserves, each of your online surveys should be a success.