how to analyze survey data
TRANSCRIPT
How to Analyze Survey DataGather Insights that Influence Business Decisions
Esther Lavielle Anup Surendran
Vice President, Product, QuestionPro Customer Success, QuestionPro
Agenda
❏ Define Survey Insight Goals❏ Know your Audience
❏ -Demographic and Behavior❏ Time-Based Metrics ❏ Strengths vs Weaknesses Insights Tools
Insight Goals
What is Your End of The Rainbow?
Successful analysis starts with understanding your end goals
- Define purpose for gathering insights- Identify who wants to view the results- Plans with these insights?
Know Your Audience
Setup up segmentation
analysis opportunities by
including demographic
profiles and behavioral
information
Demographic Based Analysis: Location
Demographic Based Analysis -Profile/Behavior
Consumers-Gender-Age-Ethnicity-Education-$ Purchase History
B2B-Industry-Customer Type-Roles-$ Products/Services
How to include Demographics-Upload profile info via email list-API Integration-QP Audience-QP Communities -Ask profile Qs
within survey
Demographic Based Analysis: BSB Review
How influential is BlueVolt’s partnership to your training and channel marketing goals?
Time Based Metrics
When you gather feedback matters:
-Customer Satisfaction-Net Promoter Score-Trend Analysis
Time Based Metrics - Customer Satisfaction
Google Search Results: 9,940,000 Customer Satisfaction Survey Topics
QP’s library of survey templates: Foundation to build customer satisfaction programs
Deliver specific results to different manager levels within organization in real-time
Connect with CX Customer Experience Insights via internal organizational data.
Time Based Metrics - NPS Score
On a scales of 0 to 10, the NPS score will measure promoters, passives, and detractors on a metric of -100 to 100
Would customers recommend products and solutions to others?
Time Based - Annual NPS Trend Analysis
Annual NPS reports allow businesses to analyze trend reports at the 100 foot view
❏ Identify historical changes over time❏ Measures the success of executed plans over the past year❏ Good for future strategic planning/budgeting
BlueVolt’s NPS Trend Report
Time Based Analysis - NPS & Monthly Trend
Strength & Weakness Insights
Strengths - Invest in what you do best
Weakness - Close the gap
Opportunities - Find easy wins to execute
Threats - Actions to limit and lower
Strengths/ Weaknesses - Matrix Tables
Matrix Reporting: Side-by-Side Matrix
Strengths/ Weaknesses - Grouping & Segmentation
Drill down data according to demographics and responses in the survey with the segmentation tool
Key Takeaways
❏ Define Survey Insight Goals❏ Know your Audience: Demographics and Behavioral ❏ Time-Based Metrics: Great for Trend Analysis and real-time responses❏ Strengths vs Weakness Insights: Expose gaps and opportunities
Other QuestionPro Analysis Methodologies
❏ Preference Analysis: Max Difference Analysis❏ Willingness to Pay: Discreet Conjoint Analysis❏ Online and/or Mobile Intercepts❏ Employee Satisfaction/ 360 Review❏ …. And much more!
Thank You!!!Questions?
Other topics of interest you want to learn about? [email protected]
Twitter: @esther_qpro