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Who knew passive data collection could make research so convenient? Passive data collection, sometimes called passive data metering, is a valuable addition to the research toolkit, especially in cases where your research requires segment-specific, timely and accurate data about your customers' online behaviours and habits. Over the past half century or so, market research data collection has been done through traditional methods. Where once traditional data collection was accomplished mostly through face-to-face techniques like focus groups or in-depth interviewing, data collection soon leveraged technology, and by the 90s, data collection was being done remotely by telephone. Then, in the 2000s, market research began to move much of its data collection to the internet, using online panels to conduct surveys, hold discussions or perform interviews with participants. This progression led to more an easier and more thorough collection process that led to greater amounts of better developed data for insights professionals to analyze – resulting in deeper and more actionable insights for their clients. But these newer techniques that were facilitated by technology had one thing in common – they were still reliant on traditional, active market research methodologies to collect the necessary data – like focus groups, in-depth interviews, discussions, etc. Now, over the past several years, a new data collection method has become available to insights professionals - passive data collection. With that in mind, let's find out what passive data collection is all about and how it could benefit your next research project. The Art of Passive Data In a nutshell, passive data collection is a method by which data is collected without the active participation or direct involvement of the participants who are being studied – all with the full knowledge and consent of those who participate. Passive Data metering can record the user’s activity, such as website search history, app usage, streaming media usage, social media activity and much more, all with the permission of the user. This activity is collected by the app and then analyzed by insights professionals. It’s actually pretty simple, really – but the complexity and richness of data that results is anything but. Skip the Surveys What is important about passive data collection is that it is just that - passive. It does not ask for any active participation from research participants. All they have to do is what they would do normally, and the data flows in. Compare this with active data collection methodologies like surveys or interviews where participants must consciously take part in every part of the data collection process. Sometimes self-reported data isn’t as reliable – I mean, we are humans and human error is often an issue for studies that require things like recall. For example, asking someone how many times they’ve seen an advertisement on YouTube may be hard to remember – but passive data eliminates that notion completely. Whether they are self-reporting seeing an advertisement several times, the passive data approach will identify if they have seen the advertisement, when they saw it, and if they did anything to engage with it further – now that is real insight! Passive data collection removes the burden of reporting from the participant and allows them to participate in the research process with little to no effort on their part. Get an Authentic Picture of Your Actual Customers Active data collection techniques definitely have their place and are still a valuable research tool, but they all have one thing in common: they rely on what a participant tells you rather than on their actual, real-life behaviours. Using passive data metering, you get a front row seat to all your customers’ behaviours as they relate to your brand – and your competitors. Achieve better representation - When you monitor users’ online behaviours, you can tell exactly who your customers and potential customers really are through observing their actions, not just what they say. Combine this with thoughtful and active targeted research recruiting, and you can learn even more about your target customer and their preferences. Remove the guesswork - Knowing exactly where your target customer is going online and what they are doing saves brands time, energy and money. More than that, through metering participants’ online behaviour, companies can gain valuable insights relating to other areas of interest they may have that can be integrated into marketing initiatives, advertising campaigns or product offerings. Complement traditional research - Earlier we mentioned that traditional research still very much has a place in market research and that could not be more true! When you engage with participants in active data collection, you are engaging them on a conscious level – getting their thought out and well-considered opinions. These opinions are incredibly valuable, as they represent what participants want you to know – you don’t have to be a genius to know how valuable that kind of information can be. When combined with passive metering, the increased depth and quality of the data collected is undeniable – and the recommendations based upon it are even more relevant and actionable. Passive Data Collection at Insightrix Insightrix Passive Data Metering is a valuable stand-alone research methodology, or it can act as a complement to more traditional, active data collection techniques. Data on the internet is not just widely available – it can provide companies with real, actionable results. Don’t miss out on the opportunity it presents. If you would like to know more about Insightrix Passive Metering, please fill out the form below to download our brochure. And if you already know passive data collection is perfect for your next research project, contact us. hbspt.forms.create({ portalId: "374811", formId: "90224d74-059f-4167-9bc7-e0c73048b527" }); ...
 

For our clients, having access to their research results in a convenient and centralized repository where they can view and assess data in real time, as it comes in, is crucial. That's why at Insightrix, we are proud to incorporate TIBCO Spotfire technology to provide our clients access to their research reporting. Check out the infographic below to discover some of Spotfire's features and how Insightrix Portals can benefit your next research project. Would you like to download this infographic? Just fill out the form below to access your own .PDF copy. hbspt.forms.create({ portalId: "374811", formId: "67f6f74f-172c-4009-a645-6fe7b5960aa2" }); ...
 

"The whole is greater than the sum of its parts." - Aristotle Customer experience (CX) and Voice of the Customer (VoC) programs are an essential element of business intelligence because they inform stakeholders about how customers view their organization. In general, they focus on: Understanding what drives customers attitudes and behaviors Predicting the future attitudes and behaviours of customers Maximizing customers' future positive attitudes and behaviours Our framework encompasses a holistic measurement of Customer Experience and Voice of Customer for both relationship and transaction surveys, driver analysis at the transaction level, priority setting among the different transactions, overall evaluation of different facets of the customer relationship and relationship driver analysis against an overall performance metric. Holistic Customer Experience Measurement There are two key components to this framework: 1. The relationship a customer has with the organization. 2. Direct feedback a customer has from a recent transaction/interaction with the organization. Using the quantitative framework outlined below, research is conducted in these two components simultaneously and is aimed at delivering a holistic outlook from a bird’s eye view of the organization, connecting the strategic elements of the business with its operational components. Relationship Surveys Relationship surveys are designed to gauge the entire relationship that a customer has with an organization and are less influenced by recent interactions/transactions. Their outcomes tend to be more stable and to fluctuate less over time. Relationship assessment surveys provide strategic guidance on organization-wide initiatives. Such surveys are longer (often 10-15 minutes in length) but are conducted among a relatively lower volume of customer respondents. As the nature of the underlying relationships (i.e., perceptions of high-level service experiences and overall value of the relationship) rarely changes quickly over time, it is not generally necessary to undergo continuous measurement for such surveys. Rather, they can be conducted periodically (i.e., annually). Transaction Surveys Feedback on transaction surveys is influenced by a customer's recent experience with an organization, often around a given process or “touch point” (e.g., a visit to the company's website, interaction with a technician or contact with a customer call centre). Compared to relationship surveys, post-transactional surveys tend to be less static and fluctuate more over a shorter period. Post-transactional measurement is appropriate for providing process improvement diagnostics and for measuring/managing the performance of mid- to lower-level managers in an organization (e.g., technician managers, customer service managers, call centre managers, managers with control of/responsibility for specific customer processes or services). For post-transactional surveys, the survey length is short (e.g., optimally, three to five minutes in length, content-focused on just one type of interaction or customer touch point, the volume of data collection is high and interviewing is conducted in as short a period of time as possible after the interaction. This way, individual process/service managers can receive feedback on the specific customer experience they are in control of and can be held accountable for the results. In designing this CX and VoC framework, we use an approach that recognizes these two types of surveys are different but connected, using the outline below. Linking Relationship Surveys & Transaction Surveys The linkage between the Relationship Surveys and Transaction Survey occurs in Service Culture. Essentially, on the Relationship Survey within the area of Service Culture, the survey has two parts: a series of statements at the strategic level about the level of service provided by the organization. These are typically more brand promise statements, such as “how would you rate the organization on being easy to work with? Showing interest in customers”? However, a section for those who might have had a recent transaction with the organization can also be included. This post-contact section within the relationship survey helps determine which of the touch points (i.e., Transaction Survey) drive the overall metric. However, in going beyond just the bird’s eye view we also encourage organizations to look inward and elicit feedback from their employees through an Employee Experience (EX) program. The overall goal of the EX program is to develop a transparent, two-way conversation process between the organization's management and front-line employees to address internal elements that contribute to CX concerns/issues. Beyond the Bird's Eye View Our approach recognizes that front-line employees play a critical role when it comes to delivering exceptional CX, as they possess a unique perspective of having direct experience with customers and insights on how customers are reacting to services. By empowering front-line employees to participate in the CX problem-solving process and by listening and incorporating their feedback, an organization will be able to secure greater buy-in from its front-line employees on future CX initiatives, better understand the customer service challenges front-line employees encounter and gain a more comprehensive understanding of the overall customer experience journey. This, in turn, will lead to more engaged and committed front-line employees who will further enrich the CX program - making it even more holistic. The recommended approach is to run both a quantitative survey aimed at collecting data over time on specific metrics as it relates to employee engagement that measure the impacts of specific changes or initiatives that have been implemented. We also recommend a qualitative discussion board that is aimed to collect more in-depth feedback on specific issues, with shorter turnaround. The intent of the qualitative piece of the research is to help organizations act fast and come up with solutions that are driven by employee feedback, creating stronger buy-in. This latter approach also allows organizations to rectify issues before they can cause a noticeable decline in key performance indicators (KPIs) collected through the quantitative piece of the research. These two research components work together to provide the full employee experience picture. However, in going beyond just the bird’s eye view we also encourage organizations to look inward and elicit feedback from their employees through an Employee Experience (EX) program. Would you like to know more about Insightrix CX Programs? To find out more about specific measures, timing, costs and how the Insightrix Holistic CX program could work for you, please contact Shonna Caldwell, our Chief Revenue Officer. ...
 

If you have ever wondered - then you can learn a lot from your competitors using web data extraction. Web data is accessible in many public domains - corporate websites, news forums and even social media like Twitter and Reddit. But even the most technically minded among us may run in the opposite direction when they hear anyone suggesting a  data extraction project. But, as an insights agency, we do not run away from data science - we run toward it. After all, it is quality data that drives our clients' business strategies. And, dare I say it - what is so scary about that? Web Data Extraction Accessing web data can be leveraged in a way that diversifies your data - but web data extraction using the traditional "Google search" can require a great deal of time and effort given the size of the "web jungle" out there. Our extraction solution is simple - by using proprietary software and processes, Insightrix can crawl the web using advanced programming capabilities, and scrape it for valuable information related to your brand or organization or any topic of interest. We have seen our clients use web data extraction results with great success - and since the internet is continuously growing, the volume of web data analyzed is increasing. In market research, web data extraction is employed for many facets of business: Historical data is valuable - Think about it this way; whether you are a public service, in agriculture or a consultancy, having insights into historical trends can be critical for any kind of trend analysis - especially pricing data. Support your R&D - Spending more time in R&D could mean...