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How to Analyze Survey Data

Join us as we look into the most frequently used question types, and how to effectively analyze your findings for better business decisions.

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How to Analyze Survey Data

  1. 1. How to Analyze Survey Data Gather Insights that Influence Business Decisions
  2. 2. Esther Lavielle Anup Surendran Vice President, Product, QuestionProCustomer Success, QuestionPro
  3. 3. Agenda ❏ Define Survey Insight Goals ❏ Know your Audience ❏ -Demographic and Behavior ❏ Time-Based Metrics ❏ Strengths vs Weaknesses Insights Tools
  4. 4. Insight Goals What is Your End of The Rainbow? Successful analysis starts with understanding your end goals - Define purpose for gathering insights - Identify who wants to view the results - Plans with these insights?
  5. 5. Know Your Audience Setup up segmentation analysis opportunities by including demographic profiles and behavioral information
  6. 6. Demographic Based Analysis: Location
  7. 7. Demographic Based Analysis -Profile/Behavior Consumers -Gender -Age -Ethnicity -Education -$ Purchase History B2B -Industry -Customer Type -Roles -$ Products/Services How to include Demographics -Upload profile info via email list -API Integration -QP Audience -QP Communities -Ask profile Qs within survey
  8. 8. Demographic Based Analysis: BSB Review How influential is BlueVolt’s partnership to your training and channel marketing goals?
  9. 9. Time Based Metrics When you gather feedback matters: -Customer Satisfaction -Net Promoter Score -Trend Analysis
  10. 10. Time Based Metrics - Customer Satisfaction Google Search Results: 9,940,000 Customer Satisfaction Survey Topics QP’s library of survey templates: Foundation to build customer satisfaction programs Deliver specific results to different manager levels within organization in real-time Connect with CX Customer Experience Insights via internal organizational data.
  11. 11. Time Based Metrics - NPS Score On a scales of 0 to 10, the NPS score will measure promoters, passives, and detractors on a metric of -100 to 100 Would customers recommend products and solutions to others?
  12. 12. Time Based - Annual NPS Trend Analysis Annual NPS reports allow businesses to analyze trend reports at the 100 foot view ❏ Identify historical changes over time ❏ Measures the success of executed plans over the past year ❏ Good for future strategic planning/budgeting BlueVolt’s NPS Trend Report
  13. 13. Time Based Analysis - NPS & Monthly Trend
  14. 14. Strength & Weakness Insights Strengths - Invest in what you do best Weakness - Close the gap Opportunities - Find easy wins to execute Threats - Actions to limit and lower
  15. 15. Strengths/ Weaknesses - Matrix Tables
  16. 16. Matrix Reporting: Side-by-Side Matrix
  17. 17. Strengths/ Weaknesses - Grouping & Segmentation Drill down data according to demographics and responses in the survey with the segmentation tool
  18. 18. Key Takeaways ❏ Define Survey Insight Goals ❏ Know your Audience: Demographics and Behavioral ❏ Time-Based Metrics: Great for Trend Analysis and real-time responses ❏ Strengths vs Weakness Insights: Expose gaps and opportunities
  19. 19. Other QuestionPro Analysis Methodologies ❏ Preference Analysis: Max Difference Analysis ❏ Willingness to Pay: Discreet Conjoint Analysis ❏ Online and/or Mobile Intercepts ❏ Employee Satisfaction/ 360 Review ❏ …. And much more!
  20. 20. Thank You!!! Questions? Other topics of interest you want to learn about? Twitter: @esther_qpro