13 Things to Consider When Offering Survey Incentives

You write the best survey questions, pretest them to ensure they make sense. You use the correct response options and even use psychometrically validated questionnaires in your survey. You’re ready to launch and wait for the responses to roll in… It’s no fun planning a party no one comes to. The same can be said

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The Pros and Cons of a Branded Survey

Customer attitudes affect customer actions. Understanding what your customers think is essential to improving the customer experience and loyalty. Surveys are the go-to method for collecting customer opinions because they’re quick and effective. Yet it’s not always easy to get your customers to participate. And when they do participate, how do you know whether they’re

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Create a UX Measurement Plan

Whether you’re introducing how to measure user experience to an organization or trying to advance the maturity of your UX practice, you need a plan for measuring and improving the user experience. Before you can implement any plan, you have to be sure you know who your users are. Perfectly executing the right plan on

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How to Handle Multiple Comparisons

You go to your doctor for a checkup. You’re feeling fine but as a matter of procedure, your doctor orders a battery of tests and scans to be sure all is well. She runs 30 tests in total. A few days later she calls and tells you one of the tests came back positive–an indication

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5 Steps for Better Customer Sampling

For most customer research, you’re rarely able to measure the attitudes or behaviors of everyone. Instead you take a sample of your customers and use this sample to make inferences about the rest of your customers. Even if you’re in a situation where you can collect data from all current customers, it’s not possible to

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When a Survey is the Better Research Method

Have you taken a terrible survey? Or, perhaps you were on the receiving end of the results? Too long. Leading questions. Poor response options. Overgeneralized findings and misinterpreted data. There’s no doubt that surveys can be overused and abused. Maybe you’ve even thought about abandoning them altogether. But is that abuse greater in surveys than

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Getting to Know Conjoint Analysis

What do customers want? It’s the million dollar question with what seems like a million answers. Prioritizing product features, including conducting a top-tasks analysis, is an essential step in creating the optimal product and experience. During the prioritization phase, our clients will on occasion specifically ask for a conjoint analysis. As data geeks, we love

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How to Structure a Branding Survey

There’s more to measuring a brand than just asking if people like it. Customers generally progress through stages when forming relationships with brands. This is often called the hierarchy of effects. While different models describe the hierarchy of effects, in general, customers go from familiarity to consideration and finally to long-term usage and loyalty. Customers’

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10 Threats to the Quality of Online Research

We’re in a new golden age of research. It’s easier and cheaper than ever to collect a lot of data quickly, thanks to the proliferation of paid online panels and customer email lists. But just because it’s easier to collect data, doesn’t mean it’s easier to generate high-quality findings. A lot of work goes into

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How Hard Are Your Surveys to Take?

Surveys are ubiquitous. We’re all inundated with requests to answer questions about what we think, what we do and what we might do. You’ve almost surely been asked to fill out surveys about: a hotel stay a car-repair a restaurant meal a flight a tech-support call Surveys are everywhere because they are such a cost-effective

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