Online Survey Services

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.

When working with a client who has already built a strong customer base, market researchers are often called upon to create surveys to aid with customer retention programs.

Customer retention surveys are a bit different than a new product or service launch survey because the survey respondent sample must consist of product users. There are several things you need to ask this group so your client can formulate the best customer retention strategies, including:


The recommendation sample customer questionnaire question is important. Often, this can be a company’s bread-and-butter when it comes to retaining customers and gaining new ones. If a good amount of current customers would recommend the product to a friend, that speaks volumes about the quality.

It is also wise to include some open-ended questions. Find out why people use the product, and would continue to do so. If they wouldn’t recommend the product, or use it again, it is important to know why. Your client can use the information to persuade customers on the fence, and keep current customers coming back.

Before creating a poll online for your client survey, sit down and gauge initial opinions and move forward from there. If there were original product launch studies done, it may be helpful to revisit those results as well, just for comparison purposes. Approach the questionnaire research with care and the resulting data analysis will provide information to create customer retention techniques and marketing strategies.

I was asked to complete a product market research survey today. The product survey asked me a series of questions about possible products related to improving my beer drinking experience. One of the many things I didn't like about this survey was they never asked me if I thought there was a problem.

For example, one of the possible products was for a different method of carrying beer. Unfortunately, I'm perfectly happy with my current method: keeping the beer in the package it comes in. The suggested product would make me move the bottles from their packaging to take them somewhere. I'm not interested in that extra step. Did they ask me why I wouldn't by the product? Nope. They only asked if I would.

Maybe for their survey research goals, that's all they cared about: Would I buy the product, Yes or No? Kelli mentioned in a post earlier today that it's important to gather product feedback on a smaller scale before launching a bigger market research study. The goal of this market research questionnaire easily could have been to identify which product ideas should be considered for further qualitative and quantitative research. Only products where more than 20% of survey respondents indicated they would be interested in purchasing will have more research around it.

On the other hand, I like to make sure my position is clear when completing attitude surveys. This is probably a respondent bias I bring to the table because I spend so much time sharing online survey best practices. I know that often survey questions are written in a way that doesn't always collect the data the survey creator wants. They just don't always write the right questions. So avoid being "mis-quoted" so to speak, I like to be able to answer a series of question about why I feel one way or another.

Believe me, there were a lot of poorly written survey questions in the feedback form, as well as other issues with their data collection method. I've found that where there is one serious problem with a survey template, there are others hidden as well. If you're worried your survey questionnaire may have problems, go ahead and ask our online survey Professional Services Group to take a look. We're always happy to help.

Looking for sample market research survey questions? Here are a few sample product survey questions you can use in your next product research survey:

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.

In today’s world a lot of organizations from various industries conduct surveys to get the feedback about their products or services. Responses collected from survey respondents are used to further improve the quality of the products or services.

But do the survey writers and builders have enough time to spend creating the surveys, running the survey reports, analyzing survey data and sending the presentation to their bosses for the review?

There is a solution to this: Cvent's Survey Professional Services Group. Cvent offers a variety of online survey surveys to get your survey campaigns up and running with minimal time and effort on your part.

Survey Building: Let Cvent turn your paper survey or list of questions into a professional online survey. Web survey services team can review your questions and responses, as well as add conditional logic to make sure your electronic survey is designed to capture accurate, reliable data points.

Graphic Design Services: The skilled designers on our survey design services team can create professional looking surveys that can match a desired look and feel, be consistent with your organization's branding, and even feature embedded media.

Summary and Analysis Reports: Surveys create a lot of data - combing through it to find the meaningful trends is time-consuming work. Cvent's Survey Professional Services Group takes the pain out of analyzing survey data, because we'll turn your piles of data into eye-catching, boardroom-ready reports that highlight the business intelligence that matters to you. The report looks great, and so will you.

How to get most out of your project?

Most people conducting surveys today are not trained survey experts. A little help from our online survey professional services enables you to get the most out of your project - even if it's your first survey.

Strategy Consultation: Not completely sure how best to use web based surveys in your organization? Talk to one of our experts to learn what kinds of questions and responses you should include to accomplish your organizational goals.

Question/Response Review and Commentary: Before you send personalized email survey invitations out into the world, let our Survey Professional Services Group review it and make recommendations to improve the quality of your survey data.

List Procurement and Response Generation: Cvent can connect you to your target demographic and build your survey sample list, helping you capture accurate, meaningful data.

Turnkey Project Management: At times it's best to leave things to the experts - talk to us about letting Cvent run your survey campaign from start to finish.

Every organization should ask themselves What is good customer service? and create their own definition for good customer service based on the answer they come up with. Giving customers the opportunity to provide feedback on their customer experience is one way to improve customer service quality, but only if the customer feedback gets back to the employees. Lots of organizations use customer service surveys to measure customer experiences and customer loyalty. What separates the organizations with mediocre customer service from the organizations with excellent customer service is sharing the feedback from the customer loyalty surveys with the employees. Seems pretty straight forward, right?

I suggest you take it a step further, however. While sharing the aggregate results of customer feedback surveys with front-line employees is important, you can use these customer surveys as assessments of employee performance or staff evaluations. If you're not already using customer surveys to support this type of employee performance feedback, here are some steps from the CRMBuyer to make this type of process possible:

• Move from random survey sampling to an attempted census. Random survey samples are great when you're just trying to get an overall sense of customer satisfaction rates. However, if you're trying to collect feedback to figure out how to improve employee performance, a random sample is unlikely to provide enough data for each employee. Like with all other types of surveys, not everyone you send personalized survey invitations to will participate, but you will likely get enough responses to support the employee assessments.

• Develop new employee reports. To improve workforce performance, organizations can't continue to provide infrequent high-level survey reports. Instead, employees should get to see weekly reports. Using standardized reports that compare the employee to the overall average and to their colleagues as a group have the most impact.

• Develop new management reports. Like with how employees see the customer feedback reports needs to change with this strategy, management reports do too. Managers should be able to see responses by employees so they can take appropriate action. Managers will have different opinions on how much information should be shared with their staff; some will want to share every customer comment from the employee performance evaluation form, others wont want to share individual survey results.

• Develop HR guidelines for the use of these employee reports. The HR department should be deeply involved in the creation of these HR employee appraisal forms and employee survey reports. If an employee constantly receives negative customer feedback, the organization may choose to terminate their employment so it helps to keep HR in the loop. However, that shouldn't be the goal of this type of customer survey program. The survey feedback should be used to improve employee job performance and mentor them. With the help of customer service assessment surveys and employee performance review forms organizations can figure out how to improve customer service quality.

Today we're continuing our count down of our top five posts. Today's theme? You guessed it customer, client and consumer surveys.

• Don't Just Conduct Customer Satisfaction Surveys, Also Collect User Satisfaction Feedback: In this post, we talk about how the purchaser and the user are not always the same person. So when you review your customer feedback procedures and customer survey best practices, make sure you consider who you're surveying: the purchaser, the user or both.

• Customer Service Feedback To Increase Customer Loyalty: Customers have higher standards for organizations than 20 years ago. We all want more, more more! In this post, we talk about the importance of good customer service and how to boost your customer service satisfaction survey scores.

• What's Your Customer Satisfaction Score? This post debunks the myth that customer service is the defining factor in client satisfaction. Customers switch to competitors, become repeat customers, and recommend products and services based on their overall satisfaction experience, not just customer service experiences.

• Classify Customers: Are They Secure, Satisfied/Favorable, Vulnerable Or Dissatisfied? Typically, client survey best practices say there are four distinct customer satisfaction categories: secure, satisfied, vulnerable and dissatisfied. It's important to classify customers into these groups and uncover similarities in each group. Why? Because it will help you identify new revenue opportunities.

• Customer Reviews Matter: 6 Reasons Why: It's common knowledge that customer and consumer reviews have become an important part of the decision making process. As the title suggests, the post takes a deeper look at why reviews are more important than we think they are.

When it comes to losing weight or saving more money, one of the most daunting aspects is simply wrapping your head around where to start. With hundreds of books and celebrity “experts,” it’s easy to feel overwhelmed before you even begin.

Administering, writing and creating survey questionnaires is no different. Ask questions, send them out and let everybody respond? Sounds easy, right? Not always. What survey questions do you ask? How do you know what’s important to ask versus what’s going to produce a meaningless data point?

Just as people turn to financial advisers and personal trainers, Cvent's Web Survey software tool offers more than 170 expertly crafted survey questions and survey templates to help you overcome the inertia associated with getting the ball rolling on your next survey research projects. Our question library helps users create customer service satisfaction survey forms, write employee questionnaires or staff attitude surveys, design marketing survey templates, and more.

From this extensive library of questions, we have created 20 fully built survey templates including customer satisfaction survey templates, training evaluation samples and employee exit survey templates.

Although Cvent won’t take those first steps on the treadmill for you or stash those first few dollars in your proverbial piggy bank, we are able to leverage our extensive experience to help you initiate your first survey project with pre-built survey templates.

I read an interesting article posted on Research's website. The over all article talked about the quality of online research and survey samples. However, the part I found most interesting was at the very end. People always assume there's a problem with the quality of survey respondents and survey samples, but really it should be around the quality of the online web survey itself.

People want to believe the issue of low response rates or problems with survey respondents completing the survey have to do with the actual sample. But what if it's a matter of miscommunication from the survey writer translating questions into the survey design then reaching the survey respondent who reads and interprets the survey questions and responses.

Navigating through market research and survey best practices can make you feel like you're lost in a maze, so I can see why market researchers and those creating surveys using survey development software would prefer to place the blame on their survey sample, but ultimately they're prolonging the problem.

So the question becomes: What are you doing to prevent a miscommunication as a result of your online survey? One answer that should be pretty obvious is to select a web based survey company who offers question-response survey consultations. Cvent's Professional Services group is always happy to help you improve your online surveys and help you develop survey questions that get you the data you need for your survey analysis. Contact us to learn more about how our Survey Professional Services group can help you build better surveys,

As I've mentioned plenty of times before, a critical step in the survey research process is taking the time to analyze data (check out these tips on how to analyze survey data) and presenting your survey findings. If you're like most people, the thought of having to create a survey report makes you cringe - perhaps even hide out under your desk until you think everyone has forgotten about the survey research project. Shame on you if you're under your desk! Why did you even bother spending all that time on the market research or employee questionnaire or customer satisfaction marketing survey in the first place if you didn't want to share the findings?

I do understand, despite my sarcasm. Creating a survey report can be daunting. After all, where do you even start? In past posts, I've mentioned how great Cvent presentations and reports are for post data collection survey analysis and report creation. It's awesome that our online survey software can do a lot of the heavy lifting with the graphical representation of your survey, but you still need to structure the report and provide recommendations.

After you finish analyzing survey results, here's a quick guide to what should be included in your survey report:


Even with these survey tips for creating survey reports, you may still not have the extra time to allocate to building reports and presentations. If this is your situation, let our Survey Professional Services Group help. Our talented team created countless custom, professional reports for our clients to share with their management teams and decision makers. Contact us to learn more about our Professional Services.

According to a recent Kelly Services survey report showed 75% of respondents appreciate the opportunity smartphones and laptops give them to stay in constant contact with work. However, only a third are working longer hours. The Kelly Services workplace survey had 100,000 survey respondents from 34 countries across North America, Europe and Asia.

According to the employee survey, more than 55% of respondents claimed to be happy with their current work-life balance, while 87% say having the capability to work anywhere, anytime, creates motivation and a better work-life balance.

Interesting survey results:

• Survey respondents in North America are happier with their work-life balance than any of the other regions in the study. European respondents employee satisfaction with work-life balance is the lowest across the globe.

• 30% of respondents in North America work longer hours as a result of new technology, this is lower than Europe (33%) and Asia (41%).

• Northern America baby boomers are experiencing a better work-life balance than other generations. In Europe, Gen Y places a greater emphasis on work-life balance than other generations.

• The opportunity for telecommuting or working remotely is important when deciding where to work despite the area of the globe. It is the most important in North America (92%), followed by Asia (89%) than Europe (84%).

George Corna, Executive Vice President and Chief Operating Officer of Kelly Services, concluded flexible work practices, working from home and other family-friendly arrangements have improved work-life balance and boosted organizational efficiency.

Are your survey scales balanced? Typically when you think of survey questions using a scale, you think of each point holding the same amount of weight with the same number of options on either side of the middle point.


However, sometimes people don't stick to this surveying rule of thumb and lean towards using unbalanced scales. Here are a couple cons to using unbalanced scales and reasons why you should use balanced scales:

• Unbalanced survey scales create bias data: Very satisfied, Satisfied, Neutral, Unsatisfied. What about people who are Very unsatisfied? It makes the data look better than it may actually be.

• Unbalanced scales can be frustrating for the survey respondent. If someone is very unsatisfied, they want to mark they are very unsatisfied in your customer survey. Not allowing them to tell you how they feel could make them just abandon the survey all together.

• Balanced scales give the surveyor more analysis options than unbalanced scales. While this is a topic for a seperate post, many people will apply numbered interval scales to balanced scales for the purpose of completing their survey analysis. Interval scales give a wider range of analysis potential over ordinal survey question types.

That said, unbalanced scales can be useful when you know there will be an overwhelming response in a specific direction. A good example is customer services feedback surveys or employee surveys about benefits. Take these sample survey question:


I urge you to seriously think about why you want to use an unbalanced scale. If used inappropriately, they could quickly bias your data.

If you're beginning to plan your next survey project, I encourage you to attend our webinar on best practices for conducting web surveys. Then when the time comes, our professional survey services team would be happy to consult with you on your questionnaire design to flush out any question issues like this one.

Did you know you could import survey answers into Cvent? It's true. It's as simple as importing a list of contacts. The tough part, in my opinion, is understanding why you would use it. Here are two basic scenarios I think of when thinking of importing answers to an online survey:

Scenario 1: I conducted some type of business survey offline or out of the web survey software and need to load the answers into the survey for analysis or future needs.

Scenario 2: I have information about my respondents prior to their responses. For example, I'm conducting an employee feedback survey surrounding staff opinions. It's important to me to know which department the employee works in so I can ask appropriate questions, route them down the correct question path using branch logic with my survey questions and analyze survey responses based on department. However, I already know which department they're in - I don't need to ask. In addition to slightly shortening my questionnaire, I ensure the respondents cannot lie on this question and skew my survey findings.

While Scenario 1 has value if you're using an offline survey method or multiple survey data collection methods, Scenario 2 packs more of a punch. If you're using Cvent for your online survey project, here's one way to go about achieving Scenario 2. First, create an online survey just as you normally would. Include all your skip, branch and pipe question logic during your survey question creation. Second, hide the question about which department an employee works in. Third, import survey responds into your employee survey.

Developing and designing a survey can definitely be a challenge. That's why we offer web survey services through Cvent's Professional Services Group. We can help you identify cases such as this scenario through a survey review and consultation, that can personalize the respondent experience while improving the quality of your survey results. Learn more about what online survey services our team can offer for your next online survey project.

Question order is an important part of questionnaire design. Whether it's a paper feedback form on customer satisfaction or an online survey to gather employee feedback, how you order your questions could impact your survey findings. When you create surveys, dont simply list the questions in the order they pop into your head. The ideal survey has a natural flow and the question order makes sense.

Thankfully, most web based survey management software gives surveyors the freedom to rearrange survey questions to achieve the best question order. Unlike when you're creating a survey in an office suite - like Microsoft or Open Office - where the survey creator needs to copy, paste and delete to rearrange questions, online survey tools allows you to move questions with a click of a button.

If you're new at creating questionnaires, here is a commonly used, and accepted, method for ordering questions:

1. Qualifying questions
2. Open ended questions
3. General/Overview questions
4. Specific questions
5. Demographic questions
6. Additional comments question

It's important to start off general and move towards more specific questions. Otherwise, when someone is answering a general question, after answering specific questions, their honest general feelings are likely to get skewed either towards their feelings about the last set of questions or overall. I like to think of this scenario:
For me this scenario really brings home the importance of question order. When you sit down to design your next online survey project spend some time thinking about the flow of your survey. I think you'll find it's a lot easier to order survey questions logically than it may seem reading about how to do it. However, if you still find it difficult to create a survey with logical question flow, Cvent offers online survey services through our Professional Services Group that can help you with survey question design.

It seems that every time I turn around, USAA is being praised for their service. Yesterday, MSN Money released it's third annual Customer Service Hall of Fame (and Hall of Shame) ratings, identifying several organizations with operations in New Mexico. Here's the top ten list:

1. USAA
2. Trader Joe’s
3. Netflix
4. Amazon
5. Nordstrom
6. Publix
7. Whole Foods
8. Apple
9. Costco
10. Southwest Airlines

There's one thing I always notice when looking at survey reports like this one, the same companies typically appear in the list every time. Not too long ago FGI Research shared their customer satisfaction ratings for the Top 100 online retailers. Netflix, Amazon and Apple were all on the list. When Forrester Research released their Customer Experience Index Ratings in April, USAA was listed second and several organizations at the bottom of Forrester's list are in MSN's 2009 Hall of Shame:

1. AOL
2. Comcast
3. Sprint
4. Capital One
5. Time Warner Cable
6. HSBC
7. Qwest
8. Abercrombie & Fitch
9. Bank of America
10. Citigroup

It's not easy to change an organization's culture, and typically culture plays a big role in customer satisfaction and experience (leading to customer loyalty and retention). But when an organization continues to fall a the bottom of ranking lists, it's time to do something. Chances are if you're at the bottom of the list, you're losing customers. These ratings do not develop in a vacuum away from customers. Customers influence these ratings, so if you're at the bottom (or the top) it's because your customers put you there.

When was the last time you conducted research to find out what your customers think about you?

A colleague of mine was recently filling out a post event survey online for a tradeshow we attended. She turned and asked me, "why is this trade show survey so long?" There could be lots of answers to this question: they're asking too many non-essential questions or they're not utilizing online survey tools efficiently or they didn't set clear survey goals. In her case, it was the surveyor's lack of utilizing technology to enhance the respondent experience. There was no logic being used. Instead, she had to read every question to find out if she needed to answer it, after answering "No" to a previous question.

What a waste of her time.

Online surveys like the one she took make me wonder time and time again, do organizations even care about the respondent experience? Do they care about the customer's satisfaction with the engagement? I think a lot of organizations think of a survey as a tool for them to find something out and forget that the survey experience is a touch point.

Technology has come a long way. Web survey companies have designed tools to help organizations conduct customer surveys, put lots of time and money into developing these tools to improve the respondent experience, boost response rates and enhance survey reporting. But time and time again, surveyors fail to use one of the most important features: Logic.

I'll admit, for some people, survey logic may sound like a difficult feature to implement. Let me assure you, with a good online survey tool, using survey question logic is just as simple as adding or editing a question. Skip and branch logic are probably the most common types of logic found in an online questionnaire. When used, and used correctly, branch and skip logic keeps the survey relevant and engaging (the more engaging the survey is, the less likely respondents will abandon it).

Need a quick review of skip and branch logic? Consider this example survey for a moment:


Skip logic allows respondents to skip forward in the survey based on their response to a question. In the example above, if someone did purchase something from the store, they would skip the Net Promoter question.

Branch logic allows the surveyor to send respondents down different paths depending on how they respond to a question. In our example survey, branch logic could be employed to separate everyone who had visited the store from those who did not. If they visited the store they would answer the next five questions, if they hadn't they would be rerouted to the last question before the demographic questions. At the end of each branch path, the respondents can be funneled back into the same survey path and have the chance to respond to the demographic questions.

Things to keep in mind when designing a survey with logic:

• Always flow downstream. Skip and branch logic don't send respondents backwards in the survey, only forward. I once heard someone describe a survey like a river: it only flows downstream but there are channels that leave the main path, sometimes returning to the main river further down.

• Closed questions only. As you can imagine, it would be difficult to create rules for skip and branch logic for an open ended question. If you want to be able to insert logic after a question, make sure it's not an open ended question.

• Page breaks are important. Like with anything else, surveyors have preferences about how to group questions and insert page breaks. Skip and branch logic will over ride these preferences.

• Consider the progress bar. We've recommended the use of a progress bar in the past as a way to reduce abandonment. However, if you're using logic to reduce the number of question from 100 to 20, a savvy respondent might suddenly notice they're almost done, go back, change an answer and see what happens. This could easily mess up your data. If you're offering an incentive and using screener questions, a progress bar could be a real disadvantage. If you want to use a progress bar, be sure to disable the previous button.

• Test, test, test. Like with any other survey, it's important to test it to a sample sub-group. But when using any kind of logic, always make sure to test each possible path to ensure the survey flows the way you intended before sending the survey to any respondents.

Remember, if you ever find yourself writing "If you responded 'XYZ' to the previous question," stop immediately, take a deep breath, think about the tools you have in front of you, then start again. Successfully implementing skip and branch logic can quickly pair down a long online survey to fewer than 30 questions because respondents only see questions relevant to their responses.

Already working on a survey project but need help? Cvent's Professional Services Group would be happy to consult with you to develop an engaging and relevant respondent experience. Contact us to learn more.

In my last post, I mentioned how important sample selection is to avoid biasing your survey results. At the same time, don't discount the value of using web based surveys. Besides all the tangible costs of face-to-face, paper or telephone survey methods, there are also additional biases: interviewer bias, social desirability bias, sampling errors, etc.

Online surveys are extremely efficient and cost less then hiring interviewers or mailing paper surveys (and you kill less trees). But conducing surveys online removes the chance of tainting survey research with interviewer or social desirability bias. Using web surveys for your next survey project won't eliminate the need to evaluate sample selection methods, but a good web survey tool will help cut the costs of your survey program.

If you need help identifying possible bias in your survey data, Cvent's Professional Services group is happy to consult with you on up coming projects. Contact our Web Survey Professional Services Group today and get your next survey project off on the right foot.

Question design is an important part of any questionnaire.  We don’t want you to ruin your data with bad questions.  If you need a definition included when posing a question make sure to present the definition before the question.  Survey research has shown that respondents stop reading after the question.  If you give the definition after the question, each respondent will be responding to their interpretation of the question, i.e. a different question.  Consider these examples of bad survey questions:



If the respondent stopped reading after the question, they may interpret “health care professional” in various ways.  A healthcare professional could mean the receptionist who confirmed an appointment or a health insurance agent.  Each person will answer differently based on their own definition.



If you want to limit the color choices to primary and secondary colors, make sure to specify that before the question.  Someone may stop reading and respond pink, sky blue or white, and they fall outside of your defined parameters.

Here are some examples of good survey questions:





In both of these sample survey questions, any definitions and parameters needed for answering the question are presented before the question.  Don't ruin your data with bad questions. 

If you need more help identifying problems with your survey, contact our Web Survey Professional Services Group today!

Email marketing spending will increase from $1.2 billion in 2007 to $2.1 billion in 2012, according to JupiterResearch's new report "US E-Mail Marketing Forecast." Over half of this spending will be dedicated to retention email by 2012.

The report also forecasts that spam volumes will increase, but spam messages reaching consumers will remain flat, thanks to the work of Internet Service Providers' anti-spam tactics. This means email marketers will need to work harder to remain relevant in their campaigns. Looking for more targeted email strategies, marketers will, says JupiterResearch, rely more on enhanced email features and strategic services.

Are you concerned about the success of your email marketing campaigns, or worried that your online surveys won't yield the data you need? Cvent's Professional Services Group is here to help, offering assistance with everything from creating survey questions to analyzing your data and creating reports. Contact Cvent today to learn more.

In a struggling economy, high customer retention is critical to your organization's success. A surefire way to improve and maintain your customer retention is to offer great customer service. After all, keeping customers satisfied with your support services increases loyalty and makes them want to stick around.

Web based surveys are an easy, efficient way to gauge customer satisfaction. User surveys can easily be implemented by sending a quick email survey invitation to customers after each customer service call you receive. You know you're reaching customers who had a need for customer service, so a follow-up survey invitation is a great way to capture their thoughts immediately after receiving assistance.

Customer service satisfaction surveys sound like a fit for your business? Here's the catch: some survey companies only allow respondents to submit questionnaires one time. That means users reaching out to customer support more than once—whether for related or unrelated issues—can only give their input and respond to user satisfaction surveys once. You'll never know if their satisfaction level stays the same or changes, and why.

Recognizing this problem, Cvent's online survey tool allows for multiple responses from the same respondent. You can easily specify if survey respondents can take the survey just once, an unlimited number of times, or a specified number of times.



If your customers don't have a good experience with your customer care department, you can expect to see a drop off in contract renewals and a diminished reputation in your industry. Offering exception customer service is an excellent way to add value to your offering.

Contact Cvent today to find out how you can benefit from our online survey experience with an all-encompassing toolset of survey templates, question libraries, the assistance of a Professional Services Group and more.