Survey Best Practices Designing Surveys That Work

Company Overview Ennect.com Elliance.com Seo.Elliance.com

Ennect e-Marketing Toolkit Overview

Key Trends

#1: The New Marketing Ecosystem is Here

#2: Customer’s New Ecosystem is Here

#3: Conversation Marketing Tsunami is Here

#4: The Age of eMarketing is Here Overall marketing budgets are shrinking Yet, e-Marketing budgets are expanding Reasons? You look smarter You get more insights You can pull trigger faster You get more marketing done – better, faster, cheaper

Overall marketing budgets are shrinking

Yet, e-Marketing budgets are expanding

Reasons?

You look smarter

You get more insights

You can pull trigger faster

You get more marketing done – better, faster, cheaper

#5: Mobile is Here -> -> Then Now Will Be

#6: You Still Matter “ You get lots of marketing stuff done. cool.”

Survey Best Practices

#1: Build Permission Marketing Database

Spot Trends Product/Service Improvements Customer Satisfaction Employee Satisfaction Event Evaluation Loyalty Measurement #2: Know Your Objectives

Spot Trends

Product/Service Improvements

Customer Satisfaction

Employee Satisfaction

Event Evaluation

Loyalty Measurement

Ask Yourself What are you trying to prove? What are you trying to disprove? #3: Itemize Hypothesis

Ask Yourself

What are you trying to prove?

What are you trying to disprove?

Pick the right target audience Pick the right sample size to get results with reasonable accuracy Understand and factor out the online user bias Close the survey within 1-2 days for consumers and 5-7 days for b2b Prospects & Customers behave differently #4: Minimize Bias

Pick the right target audience

Pick the right sample size to get results with reasonable accuracy

Understand and factor out the online user bias

Close the survey within 1-2 days for consumers and 5-7 days for b2b

Prospects & Customers behave differently

Spot Trends Annually Product/Service Improvements Often Customer Satisfaction Bi-Yearly Employee Satisfaction Bi-Yearly Event Evaluation After Every Event Loyalty Measurement Annually #5: Send It At The Right Frequency

Spot Trends Annually

Product/Service Improvements Often

Customer Satisfaction Bi-Yearly

Employee Satisfaction Bi-Yearly

Event Evaluation After Every Event

Loyalty Measurement Annually

Be polite; you are asking for someone’s precious time Offer an incentive, preferably cash Create a short survey Use Skip Logic, Survey Branching, Show/Hide to create an illusion of a short survey In introductory letter, give the estimated time to complete the survey e.g. “It will take only take 3-5 minutes to complete the survey” Start with easy non-threatening questions Ask demographic questions at the end of the survey Minimize open-ended questions that require deep thought #6: Maximize Participation

Be polite; you are asking for someone’s precious time

Offer an incentive, preferably cash

Create a short survey

Use Skip Logic, Survey Branching, Show/Hide to create an illusion of a short survey

In introductory letter, give the estimated time to complete the survey

e.g. “It will take only take 3-5 minutes to complete the survey”

Start with easy non-threatening questions

Ask demographic questions at the end of the survey

Minimize open-ended questions that require deep thought

Leverage off-the-shelf survey samples as a starting-point Force priortization e.g. “What one feature will make the product more useful?” Avoid Jargon Ask one thing at a time. Avoid compound questions. Avoid biased questions. #7: Use Simple Language

Leverage off-the-shelf survey samples as a starting-point

Force priortization

e.g. “What one feature will make the product more useful?”

Avoid Jargon

Ask one thing at a time. Avoid compound questions.

Avoid biased questions.

Use Radio buttons instead of drop-downs for multiple choice questions; drop-downs are confusing for most people and cause errors Offer “Not Applicable” and “Don’t Know” options when appropriate Offer ‘Other’ with a text fill-in box #8: Maximize Data Accuracy

Use Radio buttons instead of drop-downs for multiple choice questions; drop-downs are confusing for most people and cause errors

Offer “Not Applicable” and “Don’t Know” options when appropriate

Offer ‘Other’ with a text fill-in box

Send it to internal team Refine and send to a test sample Send to the full list #9: Test Survey Before Administering It

Send it to internal team

Refine and send to a test sample

Send to the full list

Conversion Funnel: Sent>Click-Thru>Completes & Incompletes Individual Responses vs. Group Responses Participation Over Time My Participation Rate vis-a-vis Community’s Geographic Distribution with Geo-Maps Popular Themes with Tag-Clouds Segment comparisons #10: Evaluate

Conversion Funnel:

Sent>Click-Thru>Completes & Incompletes

Individual Responses vs. Group Responses

Participation Over Time

My Participation Rate vis-a-vis Community’s

Geographic Distribution with Geo-Maps

Popular Themes with Tag-Clouds

Segment comparisons

About Ennect 4 tools, 1 easy toolkit Shared list management CAN-SPAM safeguards Pay-for-usage or subscription pricing Insightful reports

4 tools, 1 easy toolkit

Shared list management

CAN-SPAM safeguards

Pay-for-usage or subscription pricing

Insightful reports

Key Features Starter templates Upload visually rich emails Email broadcasting Insightful reporting including HotProspects No contracts No setup costs Just 5¢ per email with volume discounts; non-profits & higher education discounts available Perfect for Broadcasting E-Newsletters Promotions Updates & Alerts Invitations Press Releases Holiday Greetings

Key Features

Starter templates

Upload visually rich emails

Email broadcasting

Insightful reporting including HotProspects

No contracts

No setup costs

Just 5¢ per email with volume discounts; non-profits & higher education discounts available

Perfect for Broadcasting

E-Newsletters

Promotions

Updates & Alerts

Invitations

Press Releases

Holiday Greetings

Key Features Start with sample surveys Create custom surveys Send email invitations Measure and chart responses Segment and compare responses No contracts No set up costs Just 10¢ per response or unlimited annual subscription; non-profit and higher education discounts available Perfect for: Measuring Customer loyalty Soliciting employee feedback Obtaining event feedback Spotting industry trends Market research

Key Features

Start with sample surveys

Create custom surveys

Send email invitations

Measure and chart responses

Segment and compare responses

No contracts

No set up costs

Just 10¢ per response or unlimited annual subscription; non-profit and higher education discounts available

Perfect for:

Measuring Customer loyalty

Soliciting employee feedback

Obtaining event feedback

Spotting industry trends

Market research

Key Features Create event websites Send email invitations Capture registrations with credit cards Plan event details Print badges Review comprehensive reports No contracts No set up costs No cost-per-registrant fee Multi-event, non-profit and higher education discounts available Perfect for Organizing: Seminars Conferences Tradeshows Corporate Parties Vendor Fairs

Key Features

Create event websites

Send email invitations

Capture registrations with credit cards

Plan event details

Print badges

Review comprehensive reports

No contracts

No set up costs

No cost-per-registrant fee

Multi-event, non-profit and higher education discounts available

Perfect for Organizing:

Seminars

Conferences

Tradeshows

Corporate Parties

Vendor Fairs

Key Features Create online contests & sweepstakes Send email invitations Accept participants from panels, search engines and forums Measure and chart responses Segment and compare responses Draw winners No contracts No set up costs Just 10¢ per response; non-profit and higher education discounts available Perfect for: Generating email list Running contests Maximizing participation Market research

Key Features

Create online contests & sweepstakes

Send email invitations

Accept participants from panels, search engines and forums

Measure and chart responses

Segment and compare responses

Draw winners

No contracts

No set up costs

Just 10¢ per response; non-profit and higher education discounts available

Perfect for:

Generating email list

Running contests

Maximizing participation

Market research

Key Highlights Do-It-Yourself Point-Click-Type ease Real-Time Measurement, Actionable Insights 4 Tools, 1 Easy Interface Pay-as-You-Go or Buy-Bundle Pricing Web-Based

Do-It-Yourself

Point-Click-Type ease

Real-Time Measurement, Actionable Insights

4 Tools, 1 Easy Interface

Pay-as-You-Go or Buy-Bundle Pricing

Web-Based

Key Benefits Saves time Gives insights Gets you closer to your customers Helps you get more marketing done In a Nutshell, Ennect gives you Customer Intelligence Customer Communications Customer Engagement

Saves time

Gives insights

Gets you closer to your customers

Helps you get more marketing done

In a Nutshell, Ennect gives you

Customer Intelligence

Customer Communications

Customer Engagement

Questions? Contact Abu Noaman CEO Phone: 412.586.1480 x 623 Email: [email_address] Twitter: @noaman

For Further Information www.ennect.com www.ennect.com/blog/ www.elliance.com seo.elliance.com

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