by April 8, 2013
It has been said many times that randomness is next to godliness in
the world of experimental design. I would extend this thinking to
the structured world of survey research as well. In this post we
will look at two methods for incorporating randomness into your
online survey design. Cvent offers...read more
by July 26, 2012
Two heads are better than one, but is this the case in survey
research? When it comes to questionnaire design the trend has
definitely been towards shorter is better. Lean questionnaires are
the new chic. This trend certainly argues against the use of
multiple measures of a construct which would...read more
by January 30, 2012
I recently came across a post that was too good not to share. The
Service Witch, aka Kimberly Nasief, posted an excellent post on the
good, bad and the ugly of customer satisfaction surveys. Let’s face
it; everyone uses some form of CSat survey in their process. Are
they all timely, well-designed...read more
by January 17, 2012
Traditionally, Customer Service and been thought of as a Cost
Center. And it's true! Thinking of customer service this way is
going to make the lack of it cost you customers—and lots of them!
And based on his tweet this morning, it seems that Don agrees.
DonCooper The Sales Heretic™ Today is Nat'l...read more
by January 17, 2012
On a fundamental level, the surveys we author for our clients are
nothing more than data collection platforms. It is the astute
researcher that realizes there are many ways to capture data
through the questions asked. The question we must ask ourselves is
who is our audience?Knowing your audience...read more
by January 12, 2012
When online surveys came on the scene for the first time in 1999,
there was initial hesitation. Was online really going to replace
phone and mail surveys? As online has become the norm over the last
decade, we've learned there's still a place for multi-mode feedback
collection. In fact, with social...read more
by December 28, 2011
Last week I shared my favorite feedback management blog posts that
fell outside the Top 25 Most Popular Posts of 2011. After crunching
the analysis for most read articles, most shared and clicked posts,
I've narrowed down our 476+ posts to just the Top 25.Please share
your thoughts below on any...read more
by September 20, 2011
Twice in the last week I have experienced what might be considered
exceptional customer service. The element that ties these
experiences together was an employee stopping to say thank you for
my patronage. The added buzz came from the fact that these were not
the employees who directly served me. In...read more
by August 9, 2011
Over the weekend, I was shopping for some much needed items for my
house. As I was browsing the curtain aisle, I heard someone
speaking to the man who was stocking the area near me. She
was asking him a series of questions about his work environment,
his department, and his likes or dislikes with...read more
by June 24, 2011
Few things can be more annoying, in the context of a survey anyway,
than having it go on, and on, and on. I have spoken quite often
about the need to set the expectations of your respondents in
regard to time commitment, nature of the survey, and how the data
will be used. One method for reinforcing...read more
