19 January, 2018

Customer Satisfaction Survey Data Cleansing: When Is It Justified?

By | 2018-01-19T08:49:16+00:00 January 19th, 2018|Best Practices, Survey Methodology|

Once your customer satisfaction survey has closed, the next step is preparing your survey data for analysis. But this can be challenging for many companies, especially when questions arise around data quality. Did the survey contain errors that potentially introduced uncertainty or bias? Was the contact list up-to-date so that the right customer groups were [...]

4 January, 2018

The Inexpensive Survey Tool – Good or Bad for Corporate Research?

By | 2018-01-08T10:43:33+00:00 January 4th, 2018|Best Practices, Survey Methodology|

When SurveyMonkey was founded in 1999 its availability ushered in a new chapter in customer research. No longer were companies solely reliant on expensive research firms to field customer satisfaction or market research surveys. Naturally, the DIYer fell in love with the tool since it was free and relatively easy to use. Within just a [...]

7 December, 2017

Should Businesses Use Employees to Get Customers to Take Surveys?

By | 2017-12-12T11:53:43+00:00 December 7th, 2017|Best Practices, Survey Methodology|

One of the greatest determinants of a successful customer satisfaction survey is achieving a strong response rate. While there are varying opinions as to what the minimum ideal survey response rates should be, it’s generally accepted that the higher the percentage of respondents you have, the better. For a more in-depth look at this topic, [...]

11 July, 2016

Getting Specific with Customer Satisfaction Survey Response Scales

By | 2016-07-11T15:30:04+00:00 July 11th, 2016|Best Practices, Survey Methodology|

All of us are familiar with the basic construction of survey response scales, even if we’re not aware that we are. They are prevalent in the customer satisfaction surveys we know so well these days, thanks (in part) to so many companies recognizing the power customers have today, and the desire to serve them better. [...]

14 October, 2015

Survey Fatigue: Is Your Survey at Risk?

By | 2016-05-20T10:09:25+00:00 October 14th, 2015|Best Practices, Survey Methodology|

Just like ghosts and goblins on Halloween, survey fatigue is a scary notion. It threatens response rates, data quality, and your overall objectives for your survey program. Unfortunately, some drivers of fatigue are outside of your control. The prevalence of inexpensive survey tools, combined with the broader acceptance that the customer’s voice is critical for [...]

28 January, 2015

Surveys: Understanding Audience Characteristics

By | 2015-03-19T15:23:50+00:00 January 28th, 2015|Survey Methodology|

Why You Should Adapt Your Survey There are a multitude of considerations one must take into account when planning a survey. Are you seeking feedback from customers that maintain consistent interactions with your company? What about former customers or potential customers? Will the feedback be used to isolate customer improvement opportunities? Are you hoping to [...]

22 April, 2014

Survey Data: Understanding Margin of Error, The “Gold Standard”, Confidence Level, and Data Segmentation

By | 2017-10-30T10:55:04+00:00 April 22nd, 2014|Survey Methodology|

Survey Data Collection One of the most important requirements for generating reliable insights from survey data is a satisfactory sample size. Without a large enough sample size (relative to the total population that we’re surveying), we risk generating data that is unrepresentative of our customers. Ultimately, this can hinder our ability to elicit meaningful insights [...]

21 October, 2013

Transforming our Analytics and Reporting

By | 2014-08-05T07:56:03+00:00 October 21st, 2013|Survey Methodology|

Those who know me understand that I’ve always had a passion for data, both quantitative and qualitative. This has grown into an interest in discovering new ways to draw out reliable and actionable insights to better help our clients succeed in their customer and employee experience initiatives. With Satrix Solutions’ strong growth and professional guidance [...]