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Internal customer satisfaction: how to use surveys to measure and improve internal processes

September, 2015 Alexander Dobronte Market Research Geen reacties

Regarding your employees, distributors, vendors or departments as internal customers adds a whole new perspective to business management. Improving internal customer satisfaction will eventually result in a more efficient production process, better service and ultimately lead to more satisfied external customers. Measuring internal customer satisfaction can be done in a couple of ways but surveys prove to be the most effective.

Klanttevredenheid onderzoeken: de 4 geboden…

September, 2015 Alexander Dobronte Enquête best practices Geen reacties

Klanttevredenheid onderzoeken is een delicate materie. Enerzijds is de feedback die dergelijke enquêtes oplevert van goudwaarde, anderzijds zijn heel wat klanten vandaag enquête-moe, net omdat er online zo vaak naar hun mening wordt gepolst. De boodschap is: als je een klanttevredenheidsenquête gaat versturen – en wij raden bedrijven aan dat absoluut te doen – doe het dan op de juiste manier …

Ontvang enquêtemeldingen in Slack

September, 2015 Alexander Dobronte Product update Geen reacties

Gebruik je Slack al? Hier op kantoor zijn we er gek op! Efficiënt communiceren binnen een team was nooit eerder zo eenvoudig. Daarom zijn we trots (en niet zo’n beetje!) dat je vanaf nu rechtstreeks enquêtemeldingen in Slack kunt ontvangen via onze CheckMarket enquête tool.

Het belang van socio-demografische gegevens in een enquête

August, 2015 Alexander Dobronte Enquête best practices 2 reacties

In dit blogartikel hebben we het over de socio-demografische gegevens van respondenten in enquêtes. We proberen drie vragen te beantwoorden: 1) Zijn socio-demografische vragen noodzakelijk en waarom (niet)? 2) Welke vragen stel je het best? 3) Waar in de enquête moeten deze vragen precies staan?

De meerwaarde van een visueel aantrekkelijke enquête

August, 2015 Alexander Dobronte Enquête best practices Geen reacties

Een goeie klantenenquête is het begin van een conversatie tussen een merk en zijn (potentiële) klanten. Het hoofddoel is uiteraard inzicht krijgen in je klantenbestand, maar een enquête draagt ook bij tot de herkenbaarheid en de uitstraling van een bedrijf of organisatie. Bovendien heeft de look-and-feel een directe invloed op de responsratio van een enquête. Dit artikel gaat dieper in op enkele belangrijke designaspecten die je enquête naar een hoger niveau tillen.

Hoe goed scoort je klantenservice?

July, 2015 Alexander Dobronte Enquête best practices Geen reacties

Slaagt je bedrijf erin de problemen en vragen van klanten vlug op te lossen? Dat is in essentie de vraag die elk tevredenheidsonderzoek naar klantenservice moet beantwoorden. Maar hoe begin je aan zo’n onderzoek? Hoe stel je een enquête op die je de antwoorden geeft die je nodig hebt, én – nog belangrijker – wat doe je met al die data om je service te verbeteren? Om dat vlot en efficiënt te doen heb je een systeem nodig dat je toelaat alle klantenfeedback te monitoren én vervolgens te implementeren in je diensten.

Klanttevredenheid meten? Stel de juiste vragen

June, 2015 Alexander Dobronte Marktonderzoek, Net Promoter Score Geen reacties

Een enquête is hét medium om de algemene tevredenheid van je klanten te meten. Maar welke vragen moet je precies stellen om een scherp zicht te krijgen op je klanttevredenheid? Doorgaans maakt het marktonderzoek een onderscheid tussen 4 vraagtypes: klantentrouw, algemene tevredenheid, gepercipieerde product- en servicekwaliteit en de kans op een nieuwe aankoop.

De steekproefgrootte bepalen van je enquête

June, 2015 Alexander Dobronte Marktonderzoek 10 reacties

Een enquête is pas waardevol als ze betrouwbaar en representatief is voor je business. Het is dus essentieel een correcte steekproefgrootte te bepalen. Klinkt ingewikkeld, niet? Gelukkig is het dat niet. Al wat je nodig hebt, is onze steekproefcalculator.

5 voordelen van internetenquêtes die zelfs je baas zullen overtuigen

June, 2015 Alexander Dobronte Marktonderzoek Geen reacties

“Enquêtes zijn duur, tijdrovend en leiden zelden tot een tastbaar resultaat.” Zou dit uit de mond van jouw baas kunnen komen? Dan ben je hier aan het juiste adres! Wij geven je 5 ongeziene voordelen van online enquêtes die je simpelweg niet naast je kunt neerleggen.

Introducing ‘Sliders’ – our new survey question type

June, 2015 Nadia De Vriendt Product updates Geen reacties

This summer marks the birth of a new survey question type: sliders! Sliders are an engaging and interactive type of survey question. How it works? The respondent clicks a button and drags or slides it along a horizontal line indicating their positive or negative feeling towards a certain statement or question.

Je enquête via mail uitsturen? 5 tips voor een hogere response rate

June, 2015 Alexander Dobronte Enquête best practices 2 reacties

Een enquête via mail versturen is erg eenvoudig en je bereikt in één klik je volledige klantenbestand. Maar hoe zorg je ervoor dat al die mensen ook effectief je mail lezen? Het gemiddelde responsgehalte voor mailenquêtes ligt rond de 15 procent. Hoe krijg je dat cijfer de hoogte in? Door extra zorg te besteden aan je enquête-uitnodiging! Hier zijn 5 essentiële tips.

AnalyticsTool neemt onze enquêtesoftware onder de loep …

June, 2015 Alexander Dobronte Bedrijfsnieuws Geen reacties

Eerlijk? Wij houden wel van een schouderklopje, zo nu en dan. Wie niet?! Daarom doet de (Engelstalige) review van AnalyticsTool extra deugd! “Krachtige en gebruiksvriendelijke enquêtesoftware die meerdere talen ondersteunt en uitblinkt dankzij automatische meldingen.” Hún woorden, niet de onze!

Survey email notifications are now more versatile

June, 2015 Nadia De Vriendt Product updates Geen reacties

Survey email notifications enable you to take action more quickly. They started out as quick, internal call-outs to yourself, colleagues, management, … You are informed straight away when a respondent answers in a certain way so you can immediately follow up on their feedback. Your (perhaps not so satisfied) customer would be so impressed by the speed of your actions he would instantly turn into a promoter.

Detailed survey response rate charts

April, 2015 Nadia De Vriendt Product updates Geen reacties

Your survey response rate is one of the determining factors of statistically significant results. The higher the response rate the lower the margin of error, which can only benefit the confidence level of your subsequent decisions and actions. So it’s fair to say that keeping an eye on your response rates is good practice.

Average and median per sub-question in a matrix

March, 2015 Nadia De Vriendt Product updates Geen reacties

Have you noticed? We added 2 new columns to the charts for matrix questions: average and median.

You were always able to see the general average and median for the entire matrix question in the legend below each matrix chart. This was already very useful data. But sometimes you just need to dig in deeper.

New visual media picker

March, 2015 Nadia De Vriendt Product updates Geen reacties

To get high response rates your surveys and emails must be appealing, and match your company’s branding. Adding your logo increases recognizability, adding an image of an incentive, increases click-through and completion rates. You may want to show a series of ads or packaging and ask respondents what they think.

Download open answers fast and easy

February, 2015 Nadia De Vriendt Product update Geen reacties

You’ve done all the preliminary work. You’ve thought long and hard about all the questions you needed to ask as well as what you want to do with the results afterwards.

Your survey turned out to be a big success. Everyone even took the opportunity to provide additional comments everywhere you asked for them.

Awesome!

Mobile Friendly Survey Tool

February, 2015 Nadia De Vriendt Product updates Geen reacties

Responsive design is being talked about, and it’s no surprise. People are going mobile more and more, which is why you need to consider mobile surveys.

For that reason we’ve already made sure that our surveys are mobile device friendly. They can be filled out with the same ease on any device.

Improved security for downloads

November, 2014 Alexander Dobronte Company news, Product updates Geen reacties

As an enterprise survey tool, we prove time and time again security is our top priority. Our default SSL encryption and 2-step verification is a testament of our commitment to our users’ security. Today, we add an extra layer of security to downloads and exports from CheckMarket.

When you export data from CheckMarket, a URL is generated which gives access to the file. The transfer itself is secured by https, but if someone could get the URL, for instance if your computer was hacked and sending info to someone else, they too could get the data. This is no longer the case. Now, all URLs to downloads require an authenticated user with access to the specific survey. Our feature to share results with others (not CM users), is protected too and requires a password to access the results.

4 tips to get everyone involved in your Net Promoter Score Program: Webinar

September, 2014 Alexander Dobronte Market Research, Net Promoter Score, Survey best practices, Tips & tricks Geen reacties

As we all know, just measuring Net Promoter Score^SM is not enough. The true goal of an Net Promoter Score program is to raise customer satisfaction which requires getting everyone in your organization involved. Just because the upper echelons of management decide that NPS is important, doesn’t automatically make it so for everybody.

Today, we give you 4 concrete tips you can apply immediately.

4 stages of Net Promoter Score (NPS)

June, 2014 Gert Van Dessel Market Research, Net Promoter Score, Survey best practices 1 reactie

Many realize the strengths of Net Promoter Score^SM but few exploit the full potential of NPS^® in an automated feedback program. In this blog we will go in depth on how to get NPS to the next level and effectively set up an automated feedback loop. We illustrate this with the ‘the 4 stages of Net Promoter Score’. Starting from inviting your customers to a classic customer satisfaction survey going to integrating the Net Promoter Score approach as an early churn detection and prevention mechanism into your Business Intelligence Software.

Net Promoter Score (NPS): Advanced Workflow Webinar

May, 2014 Alexander Dobronte Market Research, Net Promoter Score, Survey best practices, Tips & tricks Geen reacties

We all know Net Promoter Score^SM but how do you get it to the next level? How can you effectively set up a feedback program? To give an in-depth answer on these questions, we hosted a webinar on May 22^nd: Net Promoter Score: Advanced Workflow.

Alexander quickly touched on the basics of Net Promoter Score explaining why NPS^® is gaining more and more popularity. He shared some insights into the calculation of NPS. These insights showed the best improvement techniques such as: what group (detractors, passives, promoters) should you focus on to improve your NPS score, how can you involve everybody in your organization and how does the power of the customer influence the Net Promoter Score.

Heartbleed Bug: CheckMarket not affected

April, 2014 Erwin Dockx Company news Geen reacties

On April 7, 2014, a team of security researchers announced the discovery of a critical vulnerability dubbed “The Heartbleed Bug”, found in OpenSSL (a widely-used open source cryptographic software library), which allows attackers to read the memory of the systems using vulnerable versions of OpenSSL software.

Pitfalls of “don’t know/no opinion” answer options in surveys

January, 2014 Alexander Dobronte Market Research, Survey analysis, Survey best practices 17 reacties

In this new blog article we dig deeper into the use of the “don’t know” and “no opinion” (“DK/NO”) answer options in closed questions. After all, there is some debate in the scientific literature on whether to include or omit them. After extensively discussing the pros and cons of adding/omitting these answer options, we will provide you with some recommendations on how to deal with these answer options.

Don’t ignore 19% of your survey respondents

January, 2014 Alexander Dobronte Market Research, Survey best practices, Tips & tricks Geen reacties

According to a study from Greenbook^[1] with over 1.5 million participants a whopping 19% of all online surveys are taken on a mobile device. CheckMarket’s data confirms 1 out of 5 respondents needs a mobile-friendly surveys.

CheckMarket makes SSL encryption the default

January, 2014 Alexander Dobronte Company news, Product updates, Survey best practices Geen reacties

Our users have always had the option of using Secure Sockets Layer (SSL) to create a secure encrypted connection between their computer and CheckMarket. If it is now turned on by default for all users and all surveys.

What is SSL (or HTTPS)?

SSL verifies the identity of a company (CheckMarket) over the internet with a certificate authority. If everything checks out, CheckMarket and your computer establish an initial connection called a handshake. During the handshake the connection will determine which kind of encryption or scrambling it will use. The agreement created during the handshake is used to set up a secure connection between CheckMarket and your computer, called a Secure Socket Layer (SSL). Now the connection between CheckMarket and your computer is secure, and not at risk from third party infiltration.

New message bar – The devil is in the detail

December, 2013 Alexander Dobronte Product updates Geen reacties

The response rate of a survey is important, but as researchers, we often use only fully completed surveys. That means we need to get people to take the time to reach the end of a survey. While there is lot of talk about gamification and other high-end solutions, as is often the case, the devil is in the detail. We have always worked hard to keep page-load times down in our survey tool. If a respondent feels a survey takes too long to load between pages, they are gone. We have also worked hard to make our surveys mobile friendly.

Net Promoter Score (NPS) – Everything you need to know in 14 slides.

October, 2013 Alexander Dobronte Market Research, Net Promoter Score, Survey analysis, Survey best practices, Tips & tricks Geen reacties

We often receive questions from our visitors and customers about Net Promoter Score^SM (NPS^®). Our NPS article was already viewed more than 50,000 times. We decided to make it even easier to understand Net Promoter Score (NPS) by making a clear presentation explaining all the basics of NPS in 14 slides.

In the Net Promoter Score presentation we cover all the frequently asked questions about Net Promoter Score. We start off with “What is the Net Promoter Score?”. The Net Promoter Score formula answers “How to calculate NPS?”. “Why use NPS?” is answered in four lines and subsequently we tell you the answer of “What is a good NPS for you?”. When you understand the basics, you want to know how to improve Net Promoter Score. We covered it. We also added some critical remarks to help you fully understand the purpose of NPS. Finally, you can view the whole NPS-package in one conclusion slide supported by a clear flowchart how to organize your follow up. View our Net Promoter Score presentation below.

Build custom dashboards

September, 2013 Alexander Dobronte Product updates, Survey best practices, Tips & tricks Geen reacties

An important phase of the research process is the presentation of results. One of the more engaging ways to present research results is through online dashboards. A dashboard provides a summary of the most important results or findings related to a particular subject in a visual way, arranged on a single web page.

Dashboards can be connected to live data that is automatically updated in real-time with results coming from one or more survey projects. So you are able to visualize and share key information, whenever you want and quicker than ever. A dashboard is easy to access via internet or intranet.

How to embed a survey in a mobile app

August, 2013 Alexander Dobronte Survey best practices, Tips & tricks 1 reactie

Mobile app usage has exploded in the last few years. Just like their website counterparts, app makers need feedback from their users.
While there are great systems for tracking how your app is used, connecting that info to who those users are and finding out what their motivations are, is what surveys do well.

But how? You could reinvent the wheel and write custom code to get the answers or use CheckMarket’s powerful survey tool to generate a survey and then embed the survey in your app. Using the same kind of code you would use to request a review for the app store, ask users to fill in a survey. Since the survey is coming from our servers, you can change the questions without updating your app!