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Now we have smartphones,
shouldn't we try to be smarter
about surveys?
Andrew Jeavons
Executive Vice President
Survey Analytics
• Guidelines/suggestion for mobile surveys
– 10-7-140
• Adapting popular construct for
smartphones
– NPS (Net Promoter Score)
On Scales
• I hate scales.
• We don’t think in scales.
• We don’t act in scales.
• I don’t get up in the morning on a scale of 0-10.
• I don’t drive a car on a scale of 0-10.
• We don’t get married on a scale of 0-10.
• Scaling behavior is illogical. – And yes, that goes for propensity to behave.
As Hofmeyr (2007) puts it:
“In sum: we are heuristic decision makers.
We may sometimes feel that we’re agonising over a decision.
But mostly we decide fast and effectively;
with minimal use of energy and little reference to multiple attributes....”
We tend to be behaviorally discrete.
Discrete Conjoint
“Yond Cassius has a lean and hungry look, he thinks too much; such men are dangerous.” Julius Caesar Act 1, scene 2
Thinking is not always required. Kahneman Type I and Type II processing. We want surveys answered the way people behave. Thinking can be dangerous…see Caesar…
Discrete NPS: just ask…..
Note for foreigners: This is a Hershey’s Kiss.
Recommend Neither Not recommend
SurveyAnalytics standard NPS Discrete NPS 3 point N=1757 total
Slider NPS - Android/iPhone Discrete NPS 3 point N=2567 total
Standard NPS Promoters: 38% Passive: 28% Detractor: 34%
Discrete NPS Promoters: 75% Passive: 16% Detractor: 9%
Slider NPS Promoters: 42% Passive: 22% Detractor: 46%
Discrete NPS Promoters: 73% Passive: 15% Detractor: 12%
So what ? Paper – CATI –Web – Mobile ? Mobile will force new ways… Cognitive Pollution. Which will mean…new data.
Mobile is important because it is immediate. It is about now, not recall, not the past. And we make decisions now. We can’t “beat it to death” (Betty Adamou) with our old ways. It will challenge some old assumptions and ideas. Privacy is changing. Shadow Cities. In the end it gets us closer to real life.
“The glass is falling hour by hour, the glass will fall for ever, But if you break the bloody glass you won't hold up the weather.” “Bagpipe Music” - Louise MacNeice
Presented at:
Market Research in the Mobile World 2nd International Conference | July 19 & 20, 2011 Atlanta
Organized by: Thank you to sponsors:
LinkedIn Group: Mobile MR
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