One of the main challenges that we hear about as CXM / VoC / NPS practitioners are response rates that fail to meet expectations. Furthermore, in our increasingly mobile world, we are constantly besieged by messages and requests vying for our attention, so traditional methods are seeing a slow but steady decline in response rates. Despite all this, Fred Reichheld indicates that "the best companies can get 60 to 80 percent response rates".
We automatically offer every participant in our research surveys an app-like survey experience that is designed to work on devices of all sizes.
Many of our features, such as auto-advance, right swipe, and large answer buttons, enhance the participant experience [87% of participants say our surveys are better than others they have taken, in a survey among SSI participants in 2015].
Last week, the Quirks Event conference took place in Brooklyn New York. With 1,200 attendees, 90 speakers and a room full of exhibitors, the event was a jam packed two days of learning. I was thrilled to be one of the speakers (thank you to everyone who attended). Here's a summary of what I saw and learned.
(I should caveat that Quirks has 5 simultaneous presentations during each speaking slot. It is entirely probable that others experienced an entirely different conference than I did.)
Mobile surveys matter. Over half of adults in the US and Canada own a smartphone, with nearly that many owning a tablet. Smartphone usage has increased exponentially in the past several years, to as high as 92% among college students. It is integral that survey experiences match the mobile habits of potential respondents to maximize response rates and overall data quality.