Other surveys

Unleash the power of your Net Promoter Score® with time series

Net Promoter Score®, we’ve talked about it before, and you know what? We’re doing again! Why? Because NPS, when used…

Net Promoter Score®, we’ve talked about it before, and you know what? We’re doing again! Why? Because NPS, when used right, is a powerful tool for any business and organization. But first, let’s recap.

What is it? NPS is a metric developed in 1993 by Fred Reichheld as a way to measure customer loyalty.

How does it work? NPS is based on a single and simple question: “How likely is it that you would recommend this [company/product/service] to a friend or colleague?” However, we recommend you add an open answer question. This way you allow respondents to elaborate on whatever score they’ve given you and it helps you take action!

How is the score calculated? The NPS ranges from -100 to 100 and it can be seen as a report card for your company, product or service, grading the overall customer experience. Respondents are segmented into three groups according to the rating they gave:

Promoters (score 9 – 10) are loyal and will recommend you to their networks. They are your ambassadors and are therefore more likely to remain customers and increase their purchases over time.

Passives (score 7 – 8) are satisfied for now but your company, product and/or service didn’t leave a lasting or permanent impact. They won’t vouch for you but may mention you within the right context.

Detractors (score 0- 6) are not happy! They will actively spread negative word-of-mouth and tend to be louder (and scarier) than promoters.

What does the score mean?

We find that people often wonder what their score means and how to deal with it. Well, the NPS is the percentage of promoters minus the percentage of detractors, therefore a positive score means you have more promoters than detractors and vice versa. To increase your NPS, you have to boost the percentage of Promoters by reducing Passives and Detractors. This gives you a straightforward metric that you can share with your employees and use as a motivation tool to provide the best customer experience possible.

Nevertheless, if you want to turn your insights into action you should start digging deeper into your NPS. The real value of your NPS is revealed when you start tracking it over time, therefore it’s imperative that you send out NPS surveys after critical touch points, allowing you to identify trends and figuring out what works and what doesn’t.

Identify trends

The trend of your NPS is more important than the score itself. Customer attitudes change constantly and they may depend on various factors, you want to be able to understand and identify NPS trends and make strategies accordingly. For example, a healthy trend would be to see an increase in Promoters among those customers that have been with you the longest. If this is not the case, you might be running the risk of losing long-term customers, meaning that you need to pay close attention to the open-ended feedback and identify the factors that are causing this trend.

Pro tip: Send your NPS survey immediately after the customer has been in contact with your company, product or service. For example, right after customer support solves their query.

Quantify effects of changes to your product or service

By tracking your NPS over time, you can quantify whether changes you make to your product or service affect the customer experience. This enables you to figure out what works and what doesn’t and allows you to address concerns immediately. For example, if your customers are experiencing bugs related to a recent feature release, this might reflect negatively on your customer’s support NPS. Tracking your NPS will reflect this and show that the problem is not necessarily related to your support agents but to the unexpected bugs. Consequently, your strategy will be focused on improving feature releases instead of wasting resources in adding support agents.

With Enalyzer, you can use time series charts to track your NPS over time and get a clear overview of your customer segments. Enalyzer reports show real-time updated data, allowing you to act immediately to your customer’s feedback and therefore improve the customer experience you provide.

→ Start tracking!

Quiz Better

Quizzes are meant to test a person’s knowledge in a quick way and they can be formal or informal. The…

Quizzes are meant to test a person’s knowledge in a quick way and they can be formal or informal. The internet is full of entertainment quizzes that question people’s knowledge of pop culture or political awareness. Quizzes, however, can also be used in formal settings, e.g. pop quizzes in US schools. Quiz results are often graded and shared with the respondent a while after they’ve taken the quiz.

But what if your respondents could see the results when they reach the end of your quiz? This will transform your quiz into an interactive experience and can serve as an incentive for people to answer and reshare your quiz.

Example

→ Check it out!

To say goodbye to 2016 and hello to 2017, we launched a New Year’s quiz where we tested people’s knowledge of some of the things that occurred in 2016.

As soon as respondents finished the quiz, they were redirected to a report showing the correct answers and how people had answered. This allowed respondents to test their own knowledge and measure it against others.

A quiz like this can be made more interactive by, for example, adding some demographic questions such as age. This will allow you to compare results based on respondents’ age and inciting a bit of competition.

→ Create a free account and try it yourself!

Fun fact

The word ‘quiz’ is only 250 years old, give or take, and it has had several meanings. In 1782  Fanny Burney used the word to refer to ‘an odd or eccentric person’. Also, around 1790, ‘quiz’ was the name for a toy. Today’s use of them term refers to ‘a test of knowledge’, this meaning emerged in the mid-19th century and the origin is hard to account for.

How did the polls get it wrong?

November 9th, 2016 will go down in history as the day the United States of America elected Mr. Donald J….

November 9th, 2016 will go down in history as the day the United States of America elected Mr. Donald J. Trump, which, needless to say, came as a surprise to many people, especially pollsters. During the past weeks, there has been quite a few finger pointing towards the polls. Many are wondering, how did the polls get this so wrong?

We decided to have a little chat with our Head of Research, Henrik Nielsen, so he could shed light on this matter.

This is not the first time polls have gotten it wrong, right?

Have you ever heard of the Shy Tory Factor? It refers to the British general elections of 1992 and 2015, when the Conservative Party, aka the Tories, significantly proved the polls wrong. In both elections, polls didn’t take into account conservative voters that hid their support for the Conservative Party.

Last year, Danish parliament election polls also got it wrong, none of them predicted the rise of The Danish People’s Party. Just this summer, we were all witnesses to Brexit even though all the polls predicted a win for remain.

Does this mean that we’re going to stop using polls to predict elections, among other things?

Many political experts, who got this election completely wrong, have already started to proclaim that this marks the end of polling and are calling polls a wild goose chase. We should take this with a grain of salt since they are trying to protect their own brand as political experts. In other words, no, this is not the end of polling. Polls attract readers, viewers, and clicks, which in turn brings in advertising money and as Liza Minelli says, money makes the world go around.

It’s not the end of polling but should it be?

Polls are not a wild goose chase, even though many are calling them that. Polls are useful and render excellent data; however, pollsters need to start re-examining the methods used in polling. Just like in 1992 Britain, before the 2016 US election, experts already started dismissing “shy trump” supporters. They based this dismissal on pre-election polls – ironic, right?

Back to your original question, pollsters need to increase their efforts and revise the way they do things and the rest of us need to remember that, even if the evidence says otherwise, polling carries uncertainty.

What should pollsters do in the future?

The French presidential election is coming up in the spring of 2017, so all of us, especially pollsters, need to look out for the “Shy Trump” phenomenon. As I said before, looking at polls is not a wild goose chase but, as in all aspects of life, polls have to be done according to the 7 P’s – Proper Preparation and Planning Prevents Piss Poor Performance.

The future of polling requires that pollsters find a way to handle the “Shy Trump” phenomenon. I will be following, and suggest everyone does, the polls on the French presidential election and see if the pollsters are able to figure out a way to handle the “Shy Trump” phenomenon or whether Marie Le Pen and the National Front will get a much better result than the polls predict…

The poll we conducted about the US election showed that 83.1% would’ve voted for Hillary Clinton, did we also get it wrong?

Ha! First things first, our poll is not representative, that being said it did show something interesting. It suggested that the majority of respondents would rather enjoy a beer in the company of Mr. Trump than Mrs. Clinton.

This question serves as a proxy for the winner of the election since it turned out to be a better forecast of the US election result than 99% of polls used the media coverage.

us-beer-poll

Are you saying Enalyzer saw it coming?

No, not at all but it’s still funny. Also, wouldn’t you rather admit to a beer than to a vote for the US presidency?

Did anyone see it coming?

Yes, there was, in fact, one poll that foresaw the victory of Mr. Donald Trump, however, this poll was written off as nonsense by the majority of the high esteemed panel of political experts, you know, those experts who got it all wrong.

6+ ways to enalyze

1. Improve customer relationships Whether it’s friends or customers, relationships are important and they need work and attention, but who…

1. Improve customer relationships
Whether it’s friends or customers, relationships are important and they need work and attention, but who said it has to be hard? That’s a rhetorical question since apparently everyone thinks it’s hard. Well, we don’t think so and that’s why our experts created the customer loyalty template. It’ll help you understand your customers’ experience with your organization and allow you to identify where you need to work harder and where you’re succeeding.

2. Ask customers why they left
Nobody likes rejection but it happens. We understand the urge to grab a glass of wine and sulk the day away after losing a customer. As appealing as that sounds, we have a more productive option; ask the customer why they left. Use their feedback to make improvements for your current and future customers. You can quickly get started with our customer exit template and when you’re done, reward yourself with a glass of wine.

3. Take care of employees
As employers, you want to make sure your employees are happy, motivated and engaged but let’s face it, people would rather share pictures of their recent trip to Bali with the world than their honest opinion with their bosses. So, what can you do? We already talked about this, but the gist is that we recommend anonymous surveys to gather honest employee feedback. You can use our employee engagement template, it’ll only take a few clicks!

6-ways-to-enalyze

4. Listen to work newbies
Starting a new job can be scary and daunting, maybe even slightly awkward. That’s why employers should do whatever they can to ensure new employees are properly and professionally welcomed to the organization. However, have you considered the fact that we all have blind spots and you could be overlooking something? Instead of wondering what it could be, you can ask the new employees! We recommend our employee entry templates that focus on the first 30 and the first 100 days of the new job.

5. Plan your next party
All work and no play makes for a boring life, isn’t that how the line goes? It’s important to blow off some steam once in a while. With that in mind, we refuse the idea that party planning should feel like work, which led us to create two templates for you; event planning and summer party. Combine them or use them individually, they’ll cover RSVP, dietary preferences, who brings what, and loads more.

6. Put hypotheses to the test
Surveys are a great way to test hypotheses about attitudes and behaviors in regards to anything; education, markets, politics, you name it! When used correctly, online surveys can be a powerful tool for academic research. You might not need them since research is topic specific, nevertheless, our experts did the reading for you and created several survey templates based on academic articles on branding, service quality, product design and more!

+ Don’t limit yourself
The Enalyzer research team has created more templates just for you and no matter the template you choose, you can use it as is or customize it to fit your needs. We also invite you to create your own survey from scratch and believe it or not, you can share your survey as a template to your friends!

Happy enalyzing!

Net Promoter Score®

Want to know what your customers really think about your brand or products? Would they recommend you to their friends…

Want to know what your customers really think about your brand or products? Would they recommend you to their friends and/or colleagues? Are they loyal? Calculating your Net Promoter® Score (NPS) will get you closer to answering these questions.

NPS  is an effective management tool used to gauge customer loyalty by asking the ultimate question:

How likely is it that you would recommend this [company/product/service] to a friend or colleague?

According to research done by Bain & Company, achieving a high NPS makes you twice as likely to have long-term, profitable growth. In addition to this, calculating your NPS is a fast and easy way to figure out how your customers think you are doing, allowing you to react to negative feedback and keeping you on track.

The most common scale used when measuring NPS, runs from 0 to 10. Based on this, those who respond 0 to 6 are labeled as Detractors, 7 or 8 as Passively satisfied, and 9 or 10 as Promoters. However, we recommend using a 7 point scale when calculating your NPS. Net promoter scores are calculated by subtracting the Detractors from the Promoters and dividing the sum by the number of respondents. In most cases, the NPS is then visually presented in a gauge chart as illustrated below.

NPS

 

Sometimes it can be beneficial for you to see the distribution of the Detractors, Passively satisfied and Promoters comprising your NPS. This can visually be done by you choosing to show your data in a stacked bar chart as seen in the example below.

NPS

 

Learn how to create your own NPS question using Enalyzer.