What is being enalyzed?

We have taken the temperature of our enalyzers to see what kind of templates are being used the most and…

We have taken the temperature of our enalyzers to see what kind of templates are being used the most and the results are in!

The top three most used expert templates are:

  1. Customer satisfaction
  2. Course evaluation
  3. Social capital

This shows just how diverse our enalyzers’ survey needs are. Whether it’s to figure out how customers perceive you, if your course met participants’ expectations, or the level of social capital within your organization, Enalyzer’s templates can assist you in figuring out what you, or your organization, is good at and, most importantly, point out what can be improved.

You can check out our different template options and get an idea of how they can help you get the intel you need. All templates are made by the Enalyzer team and are fully customizable so you can use them as inspiration and tailor them to fit your specific needs.

3 tips to avoid survey fatigue

When collecting data from an audience, you need to be respectful of their time and you want to make sure…

When collecting data from an audience, you need to be respectful of their time and you want to make sure your survey keeps the respondents engaged from “hello” to “thank you”. A key aspect of keeping your respondents engaged is avoiding survey fatigue.

Survey fatigue can be divided into two different types, both of which can have a profound effect on your survey’s response rate, as well as the quality of the data collected.

The first type of survey fatigue starts before your survey even begins and stems from the increased amount of surveys currently being circulated. People are constantly being asked for feedback, whether it be by the local grocery store or their workplace, and are simply tired of answering surveys. This type of survey fatigue is the hardest to battle as this is not really dependent on your specific survey, but an overload of surveys in general.

The second type of survey fatigue is related to the fatigue your respondents may feel when actually taking a survey. This type of fatigue happens if your survey is too long, complicated, or confusing and may lead to the respondents rushing through or exiting the survey prematurely- leaving you with a lack of quality data. 

Though the above might sound bleak, don’t fret! We have comprised a set of tips for how you can avoid your respondents getting survey fatigue.

Don’t drown your audience in surveys
Don’t send more surveys than absolutely needed. This way the chances are higher that your target audience will respond to the survey, as opposed to if they have already received four surveys from you this month. If your organization is dependent on sending out a lot of surveys, try to keep track of when different departments are sending out surveys, so the same people are not answering surveys from multiple departments at the same time.

Communicate the survey’s value clearly
If the respondents know how their responses will be used and what the aim of the survey is, they are more inclined to stick through the survey. So make sure to communicate this clearly. When designing your survey reflect on and efficiently communicate the following to your respondents:

  • Why should they take your survey?
  • What will the answers be used for?
  • How time-consuming is the survey?

Always think of your respondents
Though the survey might ultimately be beneficial for the respondents themselves, through for example improved work or customer experience, while taking the survey they are doing you a ‘favor’ by sacrificing their time. This is not something that should be taken lightly, so make sure that their time isn’t wasted which can be done by:

  • Using behavior and conditions to make your survey as ‘respondent-friendly’ as possible. This way you won’t confuse your respondents with irrelevant questions.
  • Asking the right questions and not asking too many of them. Keep it simple and only ask the questions you absolutely need to. Short and sweet is the way to go. Put your survey to a ‘nice to know vs. need to know’ test. If questions in your survey are ‘nice to know’ rather than ‘need to know’, drop them. This will give you better quality data and a higher response rate ensuring that you get the information that you ‘need to know’.
  • Get creative. A good looking survey is inherently more pleasant to answer so put some effort into your survey design. If you need inspiration check out our blog post on flawless survey designs.

Meet the team: Enalyzer Support

We are lucky to have a diverse, international, and highly professional support team, that is always ready to go out…

We are lucky to have a diverse, international, and highly professional support team, that is always ready to go out of their way to help our customers and it shows. They react quickly to problems, making sure that 75% of tickets submitted to our Help Center are answered within an hour or less, and it keeps getting better.

Plus, the Enalyzer Support rating has never been short of impressive. Check it our for yourselves.

Enalyzer support satisfaction score

That’s why today, we’re happy to shed the spotlight on some of our key supporters, so you can learn a little bit about the people at the other end of the line, and what kind of work they do.

So, what is a typical day at Enalyzer Support?

“It’s normally busy, not only do we answer our customer’s calls and emails, but we also constantly work together with all the other departments to ensure that every customer contacting Enalyzer gets the correct information and gets in contact with the right Enalyzer, for example, our consultants.”
– Mille, Norway

What do you like about working in support?

“I like to teach our customers more about Enalyzer and tips on how to enalyze better, or as we say become an Enalyzer Pro. It is such a good feeling when you can maneuver and figure the tool out by yourself, and I always aim at giving our customers this opportunity, by teaching them. I want them to get a better understanding of the tool, not just get a quick, but satisfying answer to their query. I want to also enhance their overall understanding when they contact us so that next time they might understand the tool better and figure out things by themselves.”
-Marita, Norway

“Hearing a customer’s relief and happiness after talking to us, especially if they have spent a lot of time and effort trying to solve the problem themselves is my favorite part of my job. It never gets old.”
– Mille, Norway

What kind of queries do you usually get in support?

“We are focusing our support towards helping the customers get a full understanding of our tool. This means that we can answer general questions about Enalyzer and what the tool can do for the customers, but also guide them in specific questions or problems that they have encountered within Enalyzer. Apart from that, we can help the customers with questions regarding their accounts.”
-Fredrik, Sweden

“More concretely, I find that the functions customer most often ask about are related to downloading their raw data file in order to see the data of each individual respondent, as well as tips on report filters to get the best out of their insights”
– Ibi, Denmark

What is your favorite story about an interaction with a customer?

“I can’t think of a favorite story, but there has been plenty of occasions where you can save the customer a lot of time by giving them small tips and tricks. That is always associated with a lot of excitement.
For example, best practice tips in relation to conditions and jumps in the survey, avoiding unnecessary questions to ensure a higher response rate, and the variety of possibilities in reporting by using filters and data series.”
– Marita, Norway

“I had a customer who was launching a survey globally. We started a good chat and she talked about the workload she had because of this massive survey. However, everything ended up with a big laugh and a happy customer after I showed her how easy it was to translate the survey. She had initially thought that she had to create a survey per language that she was launching (which were many, many languages), but was quite happy when she realized that she only had to create one and translate it!”
– Fredrik, Sweden

What advice would you give to new supporters?

“I think that the best advice to give to a new supporter would be that it gets easy after a while. Since we talk directly to our customers it can sometimes get nerve-racking and it’s a lot of information, in the beginning, however after a while, you do a lot of it on autopilot.”
– Mille, Norway

And finally, as a new addition to the team, can you share some of your experiences?

“Being new in support is both challenging and rewarding. We talked to many different customers every day, each of them having individual and specific questions. This can sometimes get overwhelming as we supporters need to efficiently handle and adapt to each customer request in a really short period of time. However, the gratitude and appreciation that customers have after getting guidance from us, makes the whole process really gratifying.”
– Cristina, Spain

Aren’t they great? We think so, but we know we’re biased, that’s why we’ve compiled some testimonials from our customers. So if you won’t take our word for it, keep reading.

Mathilde Thomsen returned our call and we got the best help. High praise for Mathilde, who was quickly able to understand our challenges.
– Mia Nørby, Region Nordjylland

I think your support is great! I always get fast answers and my problems solved.
– Malgorzata Ligowska-Marzeta, Danish Health Authority

Fast and extremely friendly support, this is really good!
– Ketil Heyerdahl, Norsk Journalistlag

I have only called Enalyzer Support a couple of times and I have always received quick and prompt help and answers to my questions. Super nice – good customer service
– Malou Jessen, KMD

Our support team handles queries from all around the world and are equipped to assist you with any questions you may have about Enalyzer or overall survey and report queries.

You can get in touch with them at support@enalyzer.com

Are you focusing on customer satisfaction? You should.

Advertising is based on one thing, happiness. And you know what happiness is? Happiness is the smell of a new…

Advertising is based on one thing, happiness. And you know what happiness is? Happiness is the smell of a new car. It’s freedom from fear. It’s a billboard on the side of the road that screams reassurance that whatever you are doing is okay. You are okay.
– Don Draper, Mad Men.

We have been saying it for years, but Don Draper had a better quote, it’s all about making the customer happy. According to Salesforce’s 2016 State of Marketing report, “marketing has entered the age of the customer.” Customer satisfaction has been a top metric of marketing success for two years in a row, and this year it has reached the very top, becoming the most important metric according to 35% of the surveyed marketers, and surpassing revenue growth (33%) and customer acquisition (24%). Yeah, let that sink in.

The report found that marketers are now going for the holistic approach to customer experience. High performing marketing teams are implementing customer experience initiatives across their businesses (58%), compared to 8% of underperformers. This requires building bridges and collaborating across business units (marketing, sales, IT, leadership, and service), which high performers are 17.1 times better at doing than underperformers.

In line with the holistic view of customer experience, the report shows that 65% of high performing marketing teams have adopted a customer journey strategy, and 88% of them found it to be critical to their success. This is due to customers having more information, choices, and power than ever before, as Salesforce puts it, causing them to expect quality customer experience across every touch point.

With Enalyzer, you can create a free account today and be on your way towards understanding your customers’ complete experience by using our customer satisfaction survey template – use it as inspiration or create one of your own. Or if you want to take it to the next level, try our PRO plan and get access to our NPS® survey template. Plus, with our real-time reporting possibilities, you can watch as your customers’ answers start ticking in!

We are glad to hear that marketers are prioritizing customer experience more and more every year, since we have always believed that understanding your customers’ experiences is crucial to your success. Whether this is through your own surveys, on-going feedback recollection or Net Promoter Score®, make sure you start getting familiar with your customers and their experience.

7 golden rules for survey question writing

What is a good question? A good question, is a question that asks the right thing in the right way….

What is a good question? A good question, is a question that asks the right thing in the right way.

Last week we talked about asking the right things by transforming your objectives into survey questions. Today, we will look at how to ask the questions the right way, to ensure higher response rates and better data.

For this purpose, we have comprised a list of 7 golden rules for survey question writing:

  • Clear questions are the best questions
    If your question is not clear, your answer won’t be either. So keep it simple, to make sure that your respondents understand what you’re asking.
    A question should only include a single idea, including several questions will confuse respondents and it will be impossible for you to interpret their answers.  Let’s try this in practice:



    If a respondent answers “satisfied” to this question, how will you know what it means? Is the respondent satisfied with the teacher or the catering? Or maybe the respondent was “very satisfied” with the teacher and “unsatisfied” with the catering? See, it’s confusing!
    A simple mistake as this, creates invalid feedback on the teacher and catering during the course, making it impossible to come up with solutions. These types of double-barreled questions can often be spotted by the use of the word ‘and’, signaling the connection of two different focuses: “… the course teacher AND the catering”.  In other words, by applying the one-idea-per-question rule, you won’t confuse your respondents and collect sound data.

  • Avoid hypothetical questions
    When you ask hypothetical questions, it often results in unreliable data caused by respondents not being able to understand your hypothetical scenario. The question “Imagine that you’re buying a new car, what kind of financing will you prefer?” is virtually impossible for someone that has never considered buying a car, or doesn’t have the knowledge of the different financing options, to answer. Instead, it would be better to ask someone who has recently bought a car how they financed the purchase.
  • It’s all about the context
    In some cases, questions and their answers will only give insights if understood in a certain context established by other questions. For example, if asking about a respondent’s attitude towards Buddhism, can you adequately interpret this without finding out about their attitudes towards religion in general, or other religious groups? In such a case, contextual questions are your friend since they ensure that you’re getting the full picture and the valid information you need.
  • Your response options have to be all-inclusive
    Make sure that your response options allow respondents to answer your question. Let’s look at an example:

    7-golden-rules-2

    Here, a respondent who has worked at Enalyzer for over a year but less than 2, can’t adequately answer the question. This will inherently have an effect on your data’s validity, plus he/she is now feeling left out and no one wants that. In this case, you need to make sure that your response options fit all possible answers. For the above example, one could add an extra response option, ‘1-2 years’ or extend one of the other options to include this time span.
  • Find the balance between being too specific and too broad
    When writing survey questions, you need to keep your survey’s goals and objectives in mind at all times in order to make sure that your questions allow for the answers you need. So, it might be necessary to reflect on the correlation between being more specific or sufficiently general and the possible answers you can get.
    General questions can sometimes lead to information that is difficult to interpret. For example, let’s say that you’re a business owner that is interested in knowing what customers think about your service. To find this out you could ask “how well do you like my services?” rated on a scale ranging from “not at all” to “extremely well”, but what would a possible response to this mean? What exactly does it mean that someone likes your services? Instead, you could ask more specific questions such as “would you recommend my services to others?” or “would you use my services again?”.
    In other instances, you may need to evaluate whether your question is sufficiently general in order to make sure that the answers you are getting accurately reflects the respondent’s attitude towards the topic of choice. For example, if you ask someone how they have thrived at their workplace for the last week, you could get a very different answer than if you asked them how they have thrived there the past year. Perhaps, the respondent had a bad week, but this doesn’t necessarily reflect their sentiments at their workplace in general.
  • Keep them relevant
    When making a survey always keep in mind that you’re ‘borrowing’ time from your respondents that they could have otherwise used on something else. Therefore, it is important not to waste this time by asking irrelevant questions. Avoid this by going through all of your questions before sending your survey, making sure that you actually need to ask the question and whether you need to ask it at the level of detail you currently have. For example, if you’re asking a question about your respondents income, do you need to know the exact number, or would your reporting needs be satisfied by income ranges?
  • Make them neutral
    Survey questions and response options should be neutrally formulated so that you don’t lead respondents to a particular response. Also, respondents should be able to answer questions both positively and negatively. Here is an example:

    7-golden-rules-3
    In this example, the response poles, disagree and strongly agree, are not balanced and there are more positively loaded options than negative ones. This should be avoided as it can sway the respondents’ replies and no one likes a manipulator!

Meet the new Enalyzer brand

What is Enalyzer? A noun. So, what is Enalyzing? It’s a verb that describes the process of knowing better by connecting,…

What is Enalyzer? A noun. So, what is Enalyzing? It’s a verb that describes the process of knowing better by connecting, collecting, analyzing, reporting and conveying information through a simple and intuitive application that makes advanced reporting feel like play and look like business.

enalyzer-the-verb

The new Enalyzer brand is made up of various elements coming together to tell the story of Enalyzing.

Logo

The essence of Enalyzing is depicted by our new logo. The logo takes on the form of the Greek letter sigma, which in our profession is used as a symbol for calculations and statistics.
A dot, representing focus, is a clear reference to the idea of connecting processes. The dot is the connecting point which creates a visually interesting combination of lines emphasizing the visual reference to connections and connecting.

enalyzer-logo-story-1

It’s flexibility as an icon enables it to morph into numerous other symbols that, in different contexts, can symbolize almost everything but still be recognized as an Enalyzer graphic.

The font and colors

Just as our logo, we needed fonts and colors that depicted our new brand. Stemming from our Nordic roots, we were inspired by our weather and the Aurora Borealis. There is nothing like a Danish summer, however most of the time we are met with a grey and cloudy sky, and it might not sound appealing but we found the beauty in the cold neutral tones. We combined that with the captivating and enticing colors of the Aurora Borealis, and we got a stylish, yet neutral color palette.

enalyzer-color-display-1

Now that we had the colors, we needed the font to match. We chose Gotham, not only for its visual appeal but also for its personality, which goes hand in hand with our own. Gotham is described as having an inherited honest tone that’s assertive but never imposing, friendly but never folksy, confident but never aloof.

enalyzer-font-display-1

Our new brand represents who we are and lays the foundation for the road ahead. We’re glad to have you on board.

Introducing the new way to Enalyze

We were born in 2000, and since then we have grown and developed, therefore we decided to create an application…

We were born in 2000, and since then we have grown and developed, therefore we decided to create an application that matched who we are and who we want to be, but most importantly an application that understood our users.

Our developer team set out on a mission to create a tool that was intuitive, versatile, professional, and stylish in order to create a user-friendly experience. We can proudly say that they exceeded all expectations.

We could tell you the ooh’s and aah’s of Enalyzer until your eyes bleed, but instead we have decided to highlight the following key features:

Responsive and adaptive design
We understand that you and your respondents want to work and communicate all the time and anywhere. That’s why, without downloading an app, Enalyzer is 100% responsive, so you can access your surveys and reports anytime, anywhere and on any device! Now, you, your respondents and your report readers will have the same experience regardless of the device.

User-friendly experience
We wanted to go beyond a user-friendly tool and create a user-friendly experience. Therefore, the Enalyzer user experience is based on Danish design principles; simplicity, minimalism, and aesthetics merged with high functionality and quality to make your work feel like play. This unique experience is not only for you, but also for your respondents and report readers.

Branding
The neutral design of the Enalyzer interface is meant to enhance your surveys and reports and give you complete control over your brand’s identity. You can easily style your surveys and reports with your company’s colors, fonts, logos, and more. Plus, the modern and interactive design will give your users a professional experience that they will attach to your brand.

We’re happy to finally introduce Enalyzer and we hope you enjoy using it as much as we enjoyed building it.

Enalyze for free

Transform objectives into survey questions

To get relevant insights from your survey, your questions need to directly address your survey’s goals and objectives. But how…

To get relevant insights from your survey, your questions need to directly address your survey’s goals and objectives. But how do we turn survey objectives into survey questions?

Today, we are going to break down survey objectives into themes and sub-themes that will make up our survey questions. Interested? Keep reading.

 

The Goal

  1. “Assess the Enalyzer’s staff attitudes towards this year’s summer party”

The Objectives:

  1. “Assess the employees’ satisfaction with this year’s summer party”
  2. “Explore employees’ opinions on the different aspects of the party to see if there is room for improvement”

 

Let’s start by identifying the themes and sub-themes each objective contains. Themes and sub-themes are the specific things you wish to learn and they will make up your survey questions.

Objectives, themes and sub-themes

Once you got your themes and sub-themes in order, start writing your questions. The table below is a simple example of how themes and sub-themes can be converted into questions:

Sub-themes and survey questions

But this is just the beginning! Survey question writing is a science in and of itself. Questions should be clear, unique, neutral, balanced, and more.

Start by identifying themes and sub-themes and come back next week! We will be going through the art of writing good survey questions.

Fun fact: The summer party was a success!

Preparation is key

There are two  types of people in this world, those who start a survey by writing down the survey questions,…

There are two  types of people in this world, those who start a survey by writing down the survey questions, and those who start by setting survey goals and objectives.

If you fall under the former – Stop. That’s a mistake. Don’t do it. If you start a survey by writing questions down you will lose focus and your survey will become a fishing expedition leading nowhere!

That’s why today, I want to talk to you about the most important step in survey design – the preparation process.

So, what is the preparation process? It begins with writing down the goals and objectives of your survey. As the process continues, the goals become more clearly defined and the objectives become narrower. Only then can you start thinking about survey questions.

GOALS

A goal is a written general and unmeasurable statement that dictates the purpose of the survey. A survey with no purpose is unfocused and will often be unsuccessful. So start by asking yourself the following:

  • Why are you creating this survey?
  • What are you trying to prove/learn?
  • What question are you trying to answer?
  • What insights do you want to gain?
  • What will you do with the newly gained insights?

Let’s say I want to know what the Enalyzer staff thinks of our head office in Copenhagen. But why do I want to know that? Is it because we are considering moving to a new location? Or is it because we want to change the design of the office?

Disclaimer: We are not going anywhere or re-designing the office (at least not for now…)

OBJECTIVES

The objectives are the actions you need to take to achieve your goal and they should follow the specific, measurable, achievable, relevant and time-bound (SMART) rule. There can be more than one objective but we recommend a maximum of 3.

For example if our goal is:

“To assess the Enalyzer staff’s attitudes towards the proposed office relocation.”

Then our objectives would be:

“Determine how the relocation will affect employee transport arrangements.”

“Explore employees’ opinions about the new location and its surroundings (shops, restaurants, parks, etc.)”

Objectives will serve as guidelines for your questions, they will affect the questions you ask, the wording you use and even the survey’s visual design. If your survey questions do not align with your objectives, they will not provide you with relevant insight.

What now? Make yourself a cup of coffee, and get cracking on your survey.

See you next time!

General considerations

Surveys seem simple, you ask a question, get an answer, and make a decision based on the data collected. What…

Surveys seem simple, you ask a question, get an answer, and make a decision based on the data collected. What if I told you it’s not as easy as it looks? Asking the wrong questions can lead to bad decisions.

That’s why it is important to know the basics of survey science. During the following weeks, we’ll bring you a series of articles on everything you need to know about survey design.

Where to start?

Preparation is crucial. Before you start writing questions down, you have to think about the purpose of the survey, its objectives and goals.

If possible involve the study’s stakeholders in the preparation stage. They can provide the study with greater insight and make it more relevant to your audience, which will lead to a high response rate.

One size does not always fit all

One-size-fits-all surveys are rarely the optimal solution, especially for surveys that are targeting large audiences. For example, an employee satisfaction survey should be tailored to the whole organization and to its respective departments, since there might be notable differences between their frameworks and conditions.

General Tips

  • 15 minutes

Take it from us, people start leaving the survey without completing it, so make it easier for your respondents and yourself and stick to the 15 minute mark.

  • Relevant, easy and inviting

Irrelevant and complicated surveys cause frustration and irritation. Respondents should use their time answering the survey, not trying to understand it.

  • Pilot test

What are friends for, if not to pilot test your surveys? Exactly! So, before launching your survey, show it to a friend and ask for feedback.

 

Leadership Evaluation

Leadership is about results and the ability to foster engagement in employees is inherently connected to achieving desired results for…

Leadership is about results and the ability to foster engagement in employees is inherently connected to achieving desired results for any organisation or business. Therefore, evaluating leadership is crucial.

What specific qualities makes a good leader is hard to pinpoint, as there are countless opinions and schools concerning leadership and different leadership approaches are suitable for different organizational needs. Regardless of how one perceives leadership, good leadership is dependant on good leaders.

Good leaders are aware that personal development is key in efficient leadership, but it can be challenging to identify one’s weaknesses and areas of improvement. This makes survey based leadership evaluations a highly valuable tool for leadership development and can pave the way for dialogue for leaders at all levels of the organization.

Survey based leadership evaluations:

Survey based leadership evaluations entails that those working with or for the given leader answers an array of questions concerning how they assess the leader’s ability to solve management tasks. The survey is typically structured in a series of themes, relating to different leadership competences, with each theme generally consisting of 3-8 questions.

The following three distinctions are often made in regards to leadership evaluations:

  • 180° leadership evaluation: focuses on the leader’s own responses to survey questions, as well their employees responses.
  • 270° leadership evaluation: focuses on the leader’s own responses to survey questions, their employees responses, as well as responses made by the leader’s manager.
  • 360° leadership evaluation: focuses on the leader’s own responses to survey questions, as well as the responses from employees, the leader’s manager and the leader’s colleagues.

As with all other surveys, leadership evaluations will only create value if the right questions are asked. Therefore, a leadership assessment has to have the right focus in regards to the organization’s overall values, strategy and goals. In other words, a leadership evaluation will only be fruitful if aligned with the leadership competencies and profile needed for your specific organization or business.

 

Enalyzer Consulting has many years experience in leadership evaluation and has developed a concept based on proven methods. To hear more about the possibilities for making a custom built leadership evaluation or general guidance in this regard, you can get in touch with our consultants here.  

Ongoing Customer Management Feedback

Understanding your customers’ experiences is crucial to how your company thrives. Though they can provide valuable feedback, annual customer satisfaction…

Understanding your customers’ experiences is crucial to how your company thrives. Though they can provide valuable feedback, annual customer satisfaction surveys are not always sufficient. Instead, ongoing real time feedback from customers is needed. This is due to multiple reasons:

  • The closer to the transaction, the better the feedback. Customers will be able to give you more detailed and accurate feedback, if their interaction with you is recent.
  • You signal that your customers’ experience and opinion is valuable to you, while giving them a way to vent their feelings, should it be needed.
  • Customer experiences are subjective. If you want to understand them you need to make ongoing customer feedback supports your company’s quality assurance.
  • Lastly, your organization or business cannot react on possible shortcomings until they have received feedback from their customers. Therefore, the sooner this happens, the sooner you can make the necessary changes.

Essentially, the actual purchase made by your customer can be seen as the culmination of a journey that stretches beyond this single event. If you think of your customer transaction in the terms of a customer journey comprising of all customer touch points, it allows you to examine your customers’ entire experience of doing business with you. These touch points range from the first time your customer was exposed to your brand, to the purchase itself, as well as the time following. By taking the temperature of your customers at all relevant levels of your interaction, you will be able to isolate and address weak points throughout your value chain.      

In order to get continuous feedback from customers, it is imperative to have real time systems in place that ensures swift interaction with the customers through services such as,  automatic survey launches, reminders, and alerts to allow for quick response.

To hear how Enalyzer can assist you in ensuring ongoing customer feedback, get in touch with one of our consultants here.

Net Promoter Score® and transaction based surveys with Close Loop

As a business, insight is only valuable if coupled with action. Therefore, only measuring NPS and getting feedback from customers…

As a business, insight is only valuable if coupled with action. Therefore, only measuring NPS and getting feedback from customers will not result in beneficial business outcomes. These outcomes will first be obtained when a connection between listening to customers, acting on the feedback, communicating back to the customer with the intended actions, and validating these actions through improved NPS scores is achieved, hereby effectively closing the loop.

Closing the loop begins with ensuring that the customers’ feedback is communicated back to the relevant employees who have been most influential in the customer’s experience. The next step is then to get back in contact with the customers whose feedback needs elaboration, in order to find the root causes of the customer’s negative experience. The ultimate goal in this regard is to fix the given problem and ensure that it does not reoccur, but this follow-up process can also give businesses valuable insight into more systemic issues which for example can lead to product improvements.

Time is of the essence in regards to closing the loop. From the moment a customer has provided feedback, they will be waiting for the organization to respond. Therefore, establishing real-time systems is an important tool allowing for the business to react as quickly as possible.  Real-time systems can be developed and implemented in different ways. This can for example be done through automated notification systems letting you know when certain scores or feedback levels have been observed, allowing for you to respond immediately. Such systems can be further supported by tools, making sure that all the valuable information from the follow up, is fed back into the loop.

Get in touch with one of our consultants to find the right solution for you.

3 in 1 Surveys

Preparing, executing and acting on workplace assessments is a time consuming task and as an organization, optimizing efficiency and use…

Preparing, executing and acting on workplace assessments is a time consuming task and as an organization, optimizing efficiency and use of resources is crucial. Therefore, it can be beneficial to combine three surveys in one. This way you avoid squandering your own resources, as well as your respondents’ time.

A common combination of surveys is physical and psychological workplace assessments coupled with an employee engagement survey. However, surveys can be combined in many different ways, depending on your organization’s needs. This way, your employees only have to allocate time to answering surveys once and resources can be saved in terms of preparation as well as the actual carrying out of the survey.

Enalyzer’s flexible concepts ensures that you can readily choose survey combinations and tune the content based on your wishes.

 

If you want to know more about how to combine surveys, you can contact our consultants here.

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.