Taking a Random Walk

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

Are Two Heads Better Than One?

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

4 Tips for Creating Customer Satisfaction Surveys

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

National Customer Service Day: Experience Matters

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

Data Types: Survey 101

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

5 Best Practices for Designing Mobile Surveys

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

25 Most Popular Survey Posts of 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

Saying Thanks

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

A New Twist on Personnel Evaluations

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

Measuring Progress

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
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