With mobile trends on the rise, how can organizations expect to survive without optimizing the mobile experience? Learn how Qualtrics Mobile can help you capture insights in the field and anywhere your team interacts with customers — online, offline, or via SMS.
Laura Jett, from Cricket Communications, will also share proven ways to increase your mobile survey response rates as well as simple mobile techniques that are often overlooked.
First allow me to introduce, Laura Jett, the senior market research analyst for Cricket Communications. Laura has a B.S. in Mathematics with minors in Statistics and Business Management from Sweet Briar College, as well as, an M.B.A. from The Drucker School of Management at Claremont Graduate University. She has worked for Cricket for 3 years in Denver, Colorado.
My name is Ryan Nelsen and I head up product marketing for Qualtrics Research Suite.
Today’s session is going to provide you with a mix of industry thought leadership. We’ve asked Laura to share real-world examples and give you use cases you can apply when you get back to the office. We are coming out with new features every two weeks. New technology can easily be missed and we want to make sure you are aware of the features you have available to you in Research Suite and then James is going to show you some of our latest technology.
We want to make sure you leave this session confident that you have the technology available to engage your audience wherever they may be
It’s crazy to think that 15-20 years ago very few had cell phones and if they did, it looked like this: (Show phone)
The average person looks at their phone 150 times a day. (That’s a lot)
So in the next hour you could potentially look at your phone 9 times. We’ll try to keep you engage so you don’t need to.
So what are they spending their time doing? Half comes from talk and text. The other have is spent online (likely on facebook), but also email, games and even taking surveys.
So what does that mean for survey research?
So is the a problem or an opportunity. That’s up to you to decide. 62% of market insights professionals state they do not take mobile devices (particularly) smartphones into consideration in their survey research.
Biased response
If survey is not mobile optimized, responses are not comparable to pc-based respondents
Biased non-response
Bad experience when opened on mobile device, very unlikely they open survey again on computer
Only 1-5% will access a survey more than once; of those who do return to a survey, less than half ever switch devices.
Are you focusing on the respondent?
Are you focusing on the respondent?
Voice of the Customer has become a hot trend. The problem is that VoC means many different things to many different people. Today we’d like to discuss why it’s important, what it is, and how Qualtrics can help.
Example Use Case: General Feedback
You are getting your car repaired at a large regional car dealership. As the service manager returns your keys, you are asked if you would be willing to take a 2-question text survey in regards to your experience. You agree, the service manager completes your checkout and you receive a text message as your car is coming out of the car wash.
Example Use Case: Retail
You are checking out at a popular retail chain and are asked if you’d like to take a two-question SMS survey sent to your phone for a chance to win a $500 shopping spree. You agree and receive the text as you are walking out of the store. The survey asks about your experience and also mentions a new clothing line coming soon. You receive a text that says, Thank you! You have successfully been entered to win a $500 shopping spree!
Example Use Case: Food Service
Finishing up dinner at a well-known restaurant chain, your waiter brings by the receipt and mentions you can receive a free appetizer on your next visit by completing a 3-question text survey. The number to text is at the bottom of the receipt and you text “Dine” to 45454. You rate the food quality and the service and are given a code to present to the hostess for your free appetizer card.
Example Use Case: University
You are a student at a university and are asked to give SMS feedback on topics such as: parking, food, and even the perceived value of guidance counselor assistance. You agree to opt-in at registration and provide periodic feedback by simply sending a text message between classes.
Example Use Case: Entertainment
You are attending a major league baseball game. While purchasing your ticket you agree to provide periodic feedback sent to your phone. As the game is ending, you receive a text message asking you about your experience. You provide feedback and receive a thank you along with a code to receive 50% off at the nearest concession stand.
Voice of the Customer has become a hot trend. The problem is that VoC means many different things to many different people. Today we’d like to discuss why it’s important, what it is, and how Qualtrics can help.
But now instead of just asking questions in a survey …
You can observe how your customers are interacting with your products. In the case of the sporting retailer, they observe how the uniform or shoe fits and perfomrs. Clients with a retail presence can observe where their customers go first in their stores or where their eyes go on the display.