Customer research is crucial In a recent article entitled, How to Prioritize Customer Research when Everything is a Priority, author Michael Margolis looks at the common challenges that he hears when meeting with startups. Each week he meets with startup CEO’s and the common question that he hears again and again is in regards to what role research should play? He states that the resounding question sounds like this: We have a small design team, and a long list of projects in different stages. On top of that, our bosses just asked us to work on personas, customer journeys, experience maps, i.e.,  [fill in the blank with other large research deliverables]. We want to incorporate more customer research, but we can’t do it all. What should we do? What should we test?  Margolis explains how testing ideas is important, but when you are dealing with a startup where time and resources are limited, the question comes down to prioritizing research, and then assess the potential impact of each effort and it’s urgency. He suggests a list of questions to ask before starting user research, to help identify key goals, important research questions and deadlines for each item...

Insightrix’s Final Online Panel Survey Accurately Predicts Saskatoon Civic Election Outcome Much has been discussed about the Clark surge in the 2016 Saskatoon Civic Election. When a swing in votes happens over a matter of hours and days prior to Election Day, it can make polling very interesting.  But it is important to keep in mind that a poll is a reflection of opinion at the time the poll was conducted. In the case of Saskatoon, no publicly released poll identified Charlie Clarke to be in the lead. Based on the polls conducted before the election, the surge was dramatic in magnitude and happened over the last few days of the campaign. Below is the decided voter poll results conducted in Saskatoon for the past month, including one final Insightrix poll that was not released to the public.[1] The Insightrix poll, conducted for CKOM just prior to Mainstreet Research on Oct 20th – 22nd (Thursday to Saturday), showed Clark (30%) higher than the preceding Mainstreet Research poll (25% on Oct 18th).  Moore and Atchison support remained steady at 34% and 35% respectively. This slight increase for Clark showed the beginning of the surge. The day before the election, Insightrix conducted another poll with 600 SaskWatch Research® panel members which further emphasized the rapid shift in voting intentions for the Saskatoon Civic Election.  These results were not released given that such information would have been communicated to the public on Election Day. In this final poll, Insightrix Research had Clark in the lead. Research Details A total of 600 randomly selected SaskWatch Research® panel members participated in the online research study on October 25th, 2016. Quotas were set by age and gender to match the general population of the city. Since the research is conducted online, it is considered to be a non-probability proportion sample and therefore, margins of error are not applicable. Comparisons to the other Insightrix poll used the same methodology, quotas and sample source. This final study was an independent poll conducted by Insightrix Research. Insightrix continues to be proud of our SaskWatch Research® panel and the strength with which it can measure public opinion in Saskatchewan.  If you have any questions about our poll results, please contact: Lang McGilp Research Director Insightrix Research Inc. Tel: (306) 290-9599 Email: lang.mcgilp@insightrix.com     [1] For the Mainstreet Research polls between October 4th and the 18th, a decided voter count is not posted on their website.  As such, a decided voter count was estimated based on removing the undecided voter count from the total and rebasing the responses....

User research is targeted research In a recent article entitled User Research at Instacart the author Dave Hora looks at the power of targeted research. For those who don’t know, Instacart is an Internet-based grocery delivery service that promises to deliver your groceries within an hour. They deliver from Costco, Whole Foods, Target and more. The company is valued at close to 2 billion dollars and in 2015 Forbes magazine named it The Most Promising Company in America. Hora was the Senior User Researcher at Instacart and in his article he examines how targeted research can benefit user experience and design. He states, “if you’re delivering software or services to people, targeted research will make your work better. You’ll make smarter decisions, less unnecessary failures, and form robust strategy earlier in the design process.” In his article he breaks down user research, and why it saves money, and how his company Instacart, conducts user research. Interested in the article?  Read more here: http://insightrixcommunities.com/user-research-instacart/   For more recent articles like this one, check out: Shoppers Want More: insightrixcommunities.com/shoppers-want-more/ When You Receive the Opposite of Customer Service: insightrixcommunities.com/when-you-receive-the-opposite-of-customer-service/ Recognition Technology – A Future In Market Research? https://insightrix.com/recognition-technology-market-research/...

PRESS RELEASE: October 24rd, 2016 Final sprint to the finish in the Saskatoon Civic Election 2016   A new 650 CKOM / Insightrix Research online poll finds that there is a tight race between the three front-running mayoral candidates in the Saskatoon Civic Election for 2016. Presently, 28% of those who intend to vote in the upcoming Civic Election on October 26th, 2016 say they will cast their ballot in favour of incumbent Don Atchison. Newcomer Kelley Moore and long-time City Councillor Charlie Clark closely follow with 24% and 21%, respectively. One percent would vote for Devon Hein, another 18% are uncertain as to whom they intend to vote for and 8% preferred to withhold a response. The proportion of undecided voters is consistent with a similar poll Insightrix conducted just days before the 2012 Saskatoon Civic Election (21%). Among decided voters (i.e. those who name a candidate they intend to vote for and those who are uncertain but name a candidate they are leaning towards), Moore (34%) closes the gap with Atchison (35%). Clark closely follows at 30% and Hein remains at 1%. Looking at demographic differences among decided voters, Atchison has greater support among older voters (46% among those aged 55 years or older vs. 23% among 18 to 34 year-olds). Moore’s appeal is consistent among younger and middle-aged voters aged 18 to 54 years (37%) and is somewhat lower among those aged 55 years or older (28%). Clark appeals largely to younger voters (38% among 18 to 34 year-old) but support steadily declines with age (24% among those aged 55 years and older). Gender differences are also noted among voters. Mr. Atchison earns stronger support among males (40%) than females (31%) while the opposite is seen for Ms. Moore (30% males vs. 37% females). There are no notable gender differences observed for Mr. Clark. Given the tight race in the Saskatoon Civic Election, it means that every vote will count. Predicting who may walk away with the title of Mayor this week is further clouded by the fact that actual voter turnout will likely be lower than claimed voter intentions. Overall, 74% of those surveyed say they intend to vote in the upcoming election and another 12% say they have already voted at an advanced poll, for a total of 86%. When there was a relatively close race between Don Atchison and Tom Wolf in 2012, actual voter turnout was only 36%, despite 76% of respondents in a similar Insightrix poll stating they were planning to vote. One quarter (24%) of those who intend to vote claim to have watched or listened to at least a portion of the final mayoral debate aired on CTV and 650 CKOM last Thursday, October 20th, 2016. Of those who watched or listened, more than four in ten (43%) state the debate had at least somewhat of an impact on their voting intentions. Changes in voter intentions are most notable among females.   Research Details A total of 800 randomly selected SaskWatch Research® panel members participated in the online research study from October 20th to 22nd, 2016. Data collection began immediately after the televised mayoral candidate debate on the 20th. Quotas were set by age and gender to match the general population of the city. Since the research is conducted online, it is considered to be a non-probability proportion sample and therefore, margins of error are not applicable. Comparisons have been made to similar polls that used the same methodology, quotas and sample source.   About SaskWatch Research® Insightrix began developing its SaskWatch Research® online market research panel in October 2007, using high-quality techniques including telephone recruitment and referrals from existing panel members. Presently, there are over 15,000 active panel members representing all regions of the province and distributions of the general population. The panel membership closely matches the 2011 Census based on age, gender, household composition, household income, and education. For more information, please visit http://saskwatch.ca.   About Insightrix® Insightrix is a dynamic, Western Canadian, full-service marketing research company. It exists to serve businesses and government entities with insights-driven research solutions and interpretive analysis through leading-edge tools and senior-level expertise across a broad range of industries. Insightrix is based in Saskatoon, Saskatchewan, Canada. For more information, please contact Lang McGilp, Research Director Insightrix Research Inc. Tel: 306.657.5640 ext. 229 Cell: 306.290.9599 Email: lang.mcgilp@insightrix.com Web: www.insightrix.com...

PRESS RELEASE: September 23rd, 2016 Saskatchewan Residents Overwhelmingly in Favour of Increasing Regulations for Pet Businesses The Animal Protection Act Awareness and Specific Provisions Two-thirds (68%) of Saskatchewan residents are aware that Saskatchewan has an Animal Protection Act.  Residents were asked if they support or oppose increasing specific regulations within the Act and overall, a strong majority support increasing regulations. Specifically, 88% of Saskatchewan residents support the idea that the definition of “distressed” in the Act should be expanded to include emotional and psychological suffering of an animal (53% strongly support, 35% somewhat support).  Residents with a pet are more likely to strongly support this concept (57% vs. 47%). Residents were also asked if they support the inclusion of other specific provisions in the Act.  Overall, 97% of Saskatchewan residents support including specific provisions that would require veterinarians who suspect animal cruelty to report their suspicions to the appropriate enforcement agency in their community.  Ninety-eight percent (98%) support including specific provisions that prohibit animal fighting and the same proportion support including specific provisions that all sexual contact with animals is a violation of the Act. Kennel Regulations At present, there are currently no specific requirements for kennels in Saskatchewan. Rather, the Act refers to a code of practice that Canadian kennel operators can choose to follow.  Respondents were asked if they support increasing regulations in the Act to include mandatory standards of care for kennels as well as other pet businesses. A strong majority of respondents support the introduction of mandatory standards of animal care for kennels, breeders, animal shelters, animal rescues, pet training services and pet grooming services within the Act, as outlined below: Residents with a pet are slightly more inclined to strongly support having mandatory standards of care for all of the above mentioned pet businesses. Also, at present, the Animal Protection Act only allows animal protection officers to enter non-residential premises without a warrant in cases “where animals are kept for sale, hire or exhibition”.  Under this definition, kennels and other pet businesses are excluded.  Respondents were asked if they would support changing the Act to allow animal protection officers to enter and inspect any animal-based business in Saskatchewan without a warrant.  Overall, 92% of residents support this notion (66% strongly, 26% somewhat). Residents with a pet are slightly more likely to strongly support this change (69% vs. 61%). Concerns with Saskatchewan Kennels The majority of Saskatchewan residents (82%) are aware that 14 dogs recently passed away at a kennel in Saskatoon. Among pet owners, nearly all (83%) state they are now more concerned (50% much more concerned, 33% somewhat more concerned), about leaving their dog at a kennel overnight in light of this tragedy. Saskatchewan Residents and their Pets Of Saskatchewan pet owners, 95% agree, (77% strongly, 18% somewhat), that their pet is part of their family. Another 77% agree (42% strongly and 35% somewhat) that their pet is their best friend, and 75% agree (43% strongly and 32% somewhat) that they treat their pet like a child. In addition, 93% of respondents (69% strongly and 24% somewhat) agree that animals have emotions and feelings that should be respected.  Another three quarters (73%) agree that animals deserve the same rights as humans (with 33% strongly agreeing and 40% somewhat agreeing). Research Details A total of 801 randomly selected SaskWatch Research® panel members participated in the online research study on September 20th and 21st, 2016. Quotas were set by age, gender, and region to match the general population of the province. Since the research is conducted online, it is considered to be a non-probability proportion sample and therefore, margins of error are not applicable. About SaskWatch Research® Insightrix began developing its SaskWatch Research® online market research panel in October 2007, using high quality techniques including telephone recruitment and referrals from existing panel members. Presently, there are over 15,000 active panel members representing all regions of the province and distributions of the general population. The panel membership closely matches the 2011 Census based on age, gender, household composition, household income, and education. For more information, please visit http://saskwatch.ca. About Insightrix Founded in 2001, Insightrix Research Inc. is a full-service market research firm that helps clients develop, administer, and manage data collection and information strategies. From its office in Saskatoon, Insightrix offers a comprehensive range of research services.  For complete details on our recent polls, please refer to: https://insightrix.com/market-research-industry-blog/   For more information, please contact Lang McGilp, Senior Research Executive Insightrix Research Inc. Tel: 306.657.5640 ext. 229 Cell: 306.290.9599 Email: lang.mcgilp@insightrix.com Web: www.insightrix.com...

Get CX like Starbucks Have you ever wondered how a company like Starbucks got to be so good at customer experience (CX)? We have found that a key to great customer experience comes through active and engaged brand communities that are able to provide dialogue between the customer and business, which fuels innovation and change. This innovation can come in the form of a new product or service that was needed but perhaps overlooked by management. While many businesses are not using engaged brand communities, we believe the question is no longer why should a company use online communities, but rather when will they start using an online community? We looked at the mega coffee chain Starbucks, who has been leading the way in its use of online communities, and who has reaped the rewards of this technology. Although many see Starbucks as extremely successful, history has not always been cake flavoured latte for them, in fact, there was a time when their growth was in decline and they were having to close stores. Click here to read full blog....

When a luxury car company experiments with a technology like online communities to help gather market research and continues to expand year after year with that technology, you must conclude it is paying off. That is what happened with Mercedes-Benz who first began using online communities in 2008 with Generation Benz. Generation Benz was created to engage Generation Y customers. The community was created as an invite-only forum and allowed members to gather around their love for the brand. Generation Benz also collected insight into the thoughts, and lifestyle of this particular demographic allowing the brand to help position the company to market more effectively to this age group. The luxury car brand has since began implementing online communities around the world. Interested in the full blog? Click here. Interested in this topic? Check out these articles: Air New Zealand is Bringing Sexy Back! http://insightrixcommunities.com/air-new-zealand-bringing-sexy-back/ Starbucks' Open Sourced Customer Experience Idea http://insightrixcommunities.com/starbucks-open-sourced-customer-experience-idea/  ...

It can be difficult to build engagement in your online community The most commonly asked question that we hear is how can a company build engagement in their online communities? We see it time and again, a company decides to get a community, and they see high levels of excitement within the management, people are signing up daily to join the community and then a few months pass by and the engagement stagnates or worse begins to drop off. Don’t worry, this happens to the best communities. There are steps a company can take to foster engagement and keep it going strong, and methods you can employ to bring your numbers back up. We came up with a list of our top five ways to build engagement in your online community. Click here to read full blog....

Customer Experience Matters in Online Communities While researching and writing this article, I decided to Google “Customer Experience and Communities.” What I found is that while companies and corporations are using buzzwords like customer experience (CX) or user experience (UX), that many companies still don’t walk the talk. While clicking through the links, I came upon one page that had a pop-up bubble for a live chat. I responded that I was just looking for articles about customer experience, expecting a reply. After a minute of no reply, I saw at the top of the screen that the individual who was in charge of the online chat hadn’t been online for a week. Immediately I clicked out. The second was a company that sold online community software and had a 3 paragraph blurb about customer experience but then wanted me to fill out my personal information before allowing me to read more about what they had to say in regards to customer experience. I clicked out. The reality is that customer experience is a word that everyone seems to think is important but upon deeper reflection seem unclear as to the how and why. We believe that good CX is important because a pleasant experience translates to sales, repeat sales, and expanding your brand through word of mouth referrals. We believe that one of the best ways on how to improve the CX is through online communities. Click here to read full blog....

Product Development Insights Last week I was shopping with my 12-year-old relative who is a smart, active, sixth grader who enjoys spending her time dancing. Her mother is also very active, and enjoys yoga and like any yogi knows, Lululemon is the go-to store for yoga active wear. Lululemon went on to open a store where children under the ages of 14 could get their own active wear, called Ivivva. The store offers such activities as parent-child yoga classes on Saturdays at the store. We went into the store, and I was thoroughly impressed. What I found out after leaving the store shocked me even more. As we left the store, she told me that she had sent in suggestions for design. Like anyone involved in insight communities my interest was immediately peaked, since product development is a major strength of insight communities.   Click here to read full blog....