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Digital an effective & potent feedback platformMoneka Khurana – Digital consultant & Trainer
Moneka Khurana – Digital consultant & Trainer
Multiple feedback & dialogue windows with customers
VOC led approachChanging customer expectations makes it hard for organizations to meet/exceed business objectives unless we we listen to VOC
A proactive Voice of the Customer (VoC) strategy gives organizations the information they need to make decisions, increase customer satisfaction and impact revenue.
Moneka Khurana – Digital consultant & Trainer
Current scenario
• Revenue: $2 billion (with an annual growth rate of over 9%)
• # of survey companies: 500+ (and growing)
• SurveyMonkey, predictably, has the largest market share in the online survey market (15%+).
Source : Popsurvey.com
Eliciting customer, partner and employee feedback
• Short and targeted surveys help in getting the right feedback from customers/partners/vendors/employees
– Customer Intent
– Sales Lead Generation
– Market Intelligence
– Customer Satisfaction & Retention
– Employee Feedback
– Product Development
– Pre / Post Surveys (events, launch etc)
– Training Evaluations
Examples of Surveys
Site efficacy Opportunity to generate leads
Product feedback & customer experience
Targetted Notifications
• Notifications followed by feedback
– Special deals and offers
– New product alerts
– Contextual Marketing based on profile feedback captured
– Others : Site downtime
Targeting the right customer, at the right time with the right message to drive conversions & customer engagement
Surveys can be targetted real time
Add ContentCreate the Survey/
Notification
Set up Targeting Go Live !!
Realtime data analytics exportable in any preferred formats.Several global and local tools available to run online surveys
How instantly surveys can be set up?
Tips for effective surveys
• S
Share results , test time and days that work best & incentiviseonly if really needed
Key benefits of online surveys :
Easy to achieve global reach if desired , low administrative cost, ease of analytics, ease of data entry, Controlled, large sample size easy to obtain, flexible and speedy
What kind of response to expectin online surveys ?
• Experts POV & marketers’ experience:
If 25,000 was a customer or membership list 8 to 12% to complete a survey of say 5-8 mins.
If the list was low grade and slightly spammy then it could be 0.5%-2%
If the list was well maintained, the topic of interest, the survey brief and well designed then one can get 25%+ response rates
No. of responses needed for a valid online survey
A good topline read can be achieved with a respondent size of 300 interviews though 1000 interviews is a bit more reassuring (and allows you to slice and dice the data a bit more say into men versus women etc).
Beyond 1,000 you tend to get into diminishing returns..i.e. your cost goes up a lot but accuracy does not.
Promoting surveys
Few easy and efficient ways to promote ur online surveys:
1) Emails: Personal contacts/friends/family/colleagues.2) Twitter: Post the survey link from your twitter account using smart
hashtags (targeted audience + topic) e.g. #Help #Survey#[Topic of your survey]
- Ask ur (influential) contacts to retweet (RT) ur post somewhere.3) Facebook: Post & ask ur 'Friends/fans' to share ur survey /Paid ads4) Linkedin5 ) Google+ (use the above smart #Hashtags) /paid ads6) Cost /survey buys (targetted & legitimate sources)7) Website – Real time targetted based on interest/relevance &
timespent
Investments
Automated survey set ups cost anywhere
between $30 - $100.
Test and basic modules are available for free
Promotion budgets based on scale and size of
survey
Moneka Khurana - Digital consultant & [email protected]
Pls