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Having trouble increasing response rates? Keep reading for some quick tips on how to increase survey engagement. We live in a world cluttered with information, where endless distractions are right at the tips of our fingers. Completing a survey is no match for Candy Crush or checking up on your cute neighbour through Facebook. Let’s face it: as we move up (or down) the evolution chain, our attention span gets shorter. Heck, I even forgot what my point was: anyway, I’ll be lucky if you made it this far in the post. Given the above, the last thing you need is a boring survey. While you cannot control the topic of your survey or sometimes even its length, you can definitely enhance its format. The following are some tips you should always have in mind when designing a survey: Engagement is not just about achieving a high response rate. It’s also about ensuring that everyone gets an equal chance to respond so that you are not only hearing from those with vested interests or those who are just interested in panel points. It’s all about quickly getting well thought-out answers. I’m surprised to see that you made it all the way to the last sentence (or maybe you skimmed to the end). Either way, carry on: Candy Crush awaits. For more information on survey design and increasing response rates for your market research projects, please contact us using the form below: hbspt.forms.create({ portalId: '374811', formId: '05fef899-65c7-408e-9c1d-d9e972faf0c7' }); ...
 

Insightrix is proud to partner with Big Brothers Big Sisters of Saskatoon and Area. Aiming to further enhance BBBS services, a new online community will be launched on May 8th 2014 on behalf of the organization. A new initiative for BBBS, and a new approach to the non-profit sector, the use of online communities promise to bring fresh ideas, dialogue and feedback amongst BBBS and its volunteers as well as other stakeholders on an ongoing basis. ...
 

Jeffrey Hayzlett, best-selling author, business change agent, and marketing expert, will be speaking at a luncheon in Saskatoon on Tuesday, June 10 at 11:45 a.m. to 1:15 p.m. at the Sheraton Cavalier (Centre East Room) in Saskatoon. Hayzlett will talk about many business topics including those addressed in his book Running the Gauntlet: Essential Business Lessons to Lead, Drive Change, and Grow Profits. Hayzlett led the turnaround of one of the most iconic brands in the world as the chief marketing officer of Kodak with some truly innovative approaches to marketing. For more information on Hayzlett, view this video: To register to see Hayzlett, please contact Ros at Insightrix at ros.stewart@insightrix.com and she will assist with registering you. Only 80 registrants are being accepted at a special price of $85.00 including lunch, so book fast! Hayzlett’s presentation will be part of a conference being conducted by the Marketing Research and Intelligence Association. If you are interested in learning more and purchasing a ticket to the entire conference, click here: http://conference2014.mria-arim.ca/registration/index.php. Biography Hayzlett is a global business celebrity and primetime television show host on Bloomberg Television. From small businesses to international corporations, his creativity and extraordinary entrepreneurial skills have enabled him to lead ventures by blending his leadership perspectives, insights into the c-suite and business strategy, mass marketing prowess, and affinity for social media. Hayzlett is a leading business expert, cited in Forbes, SUCCESS, Mashable, Marketing Week, and Chief Executive, among many others. He shares his executive insight and commentary on television networks like Bloomberg, MSNBC, and Fox Business. Hayzlett appeared as a guest celebrity judge on NBC’s Celebrity Apprentice with Donald Trump for three seasons. Drawing upon an eclectic background in business, buoyed by a stellar track record in keynote speaking and public appearances, and deeply rooted in cowboy lore, Hayzlett energizes his role by driving and delivering change. At Kodak, Hayzlett helped to lead one of the biggest turnarounds in business history. Named by Forbes Magazine, as the “Celebrity CMO,” for his numerous television and public appearances, he was responsible for Kodak's worldwide marketing operations including the design and implementation of all marketing strategies, investments, policies, and processes. He led the company's efforts for Strategy and Planning, Marketing Programs, Marketing Network Operations, Brand Development and Management, Business Development, and Corporate Sponsorships. He was also responsible for the company's Corporate Communications, Public Relations, and Public Affairs organizations. Prior to joining Kodak, Hayzlett led a private business development and public relations firm specializing in the technology and visual communications industries. He also held senior management positions in strategic business development and marketing at several companies, including Cenveo, Webprint, and Colorbus, Inc., and served in staff positions in the United States Senate and House of Representatives....
 

Many companies spend a lot of time focusing on that one all-important number from their customer satisfaction research: average overall customer satisfaction.  Bonuses or other incentives might be tied to that figure. However, an increase in customer satisfaction is not always a positive for the organization. Satisfaction can go up because your dissatisfied customers are leaving. A major wrench in the customer satisfaction paradigm is that it is very difficult to increase both customer satisfaction and market share. If, for instance, your competitor offers a salient switching deal and attracts a sizeable proportion of your dissatisfied customers, your average overall satisfaction will increase as your market share drops. Satisfaction must be understood in conjunction with sales data and customer churn and for this reason, customer satisfaction and market share should always be measured simultaneously. Satisfaction can be steady even if you address your service inconsistency. Of course, we all hope that efforts to make the customer experience more consistent will ultimately increase overall satisfaction. However, the same standards that allow service consistency may also suppress truly exceptional customer service experiences. In this case, increasing the consistency of service may not have a positive effect on overall satisfaction. Satisfaction can change if your product mix is changing. With new products come new customers who have different expectations. If your product mix is changing, expect that your customer satisfaction benchmarks may also change. In particular, if you introduce a product that appeals to a very different market segment, the satisfaction of these individuals may have a significant impact on your overall results. Satisfaction can change depending on when you ask. Should satisfaction be measured at the same time or as an ongoing transactional program?  An ongoing customer satisfaction program can allow an internal monitoring team to address issues in a timely manner; however, depending on your business, you may be more interested in the customers’ satisfaction after a certain time period, such as once they have been using your product for a while. These customers may be able to provide more valuable feedback on the long-term desirability of the product Satisfaction can change due to a changing competitive landscape. Your competitors are also trying to increase their customer satisfaction and sometimes their actions have an impact on your customers’ satisfaction, especially if they start offering perks or other value-add services that you do not. Likewise, competitor missteps can also increase your customer’s satisfaction with your offerings even if you have not made any changes. Measuring your competitors’ satisfaction in a blind study can be as or more informative as evaluating your own customer satisfaction.  You not only gain information about what your customers appreciate about you but also about what they like about your competitors. Then you can make an informed decision about whether or not to incorporate those features. Satisfaction can change depending on customer tenure. If you are in the business of offering a subscription service, keeping customers happy over the long term is a great challenge. While loyal customers may be more willing to accept one poor experience as an exception, those who have recently switched from another provider may be even more forgiving if they have had a very negative experience with their past provider. Perceptions and expectations matter in keeping customers satisfied, and your interactions with customers, positive or negative, are what shape those expectations. Satisfaction is only one piece of the puzzle. Although measuring customer satisfaction is important, it is just one part of a strong customer experience strategy.  Market share, customer churn, and competitor satisfaction can also provide important information that customer satisfaction alone does not capture.  As well, investigating the variance of your customers’ satisfaction, identifying any pain points, determining satisfaction by customer tenure, and looking at the differing satisfaction levels by customer category are also important to provide a clear assessment of your company’s customer experience journey....