Surveys
Here at Foviance we have been using email and online surveys as standalone pieces of customer research and part of our user centred design services for many years. We have strategic partners with whom we work to provide fast, cost effective feedback direct from users or customers in real time. This form of user research is an invaluable source of insight and feedback aimed at gathering information in five main areas:
1. Profiling site visitors – Who is coming to your site? What is your target audience? Demographics, attitude, type of visitor etc.
2. Understanding intent – Why did users come to your site?
3. Task success – How successful were they in accomplishing their task?
4. Satisfaction – Usually through use of Net Promoter Score – How likely is it that users would recommend your site to a friend or colleague?
5. Requirements gathering. – What are your target audiences current and future needs or aspirations from this type of site, product or service?
1. Data
Quantitative study data is often required in all these areas to provide a statistically relevant sample size on which to based decisions or monitor KPI metrics over longer time frames.
2. Cross Channel
Surveys can also be deployed across many channels, in call centres for example as part of an IVR system, through mobile interfaces or via email as well as the web and in almost any language.
Surveys of all these varieties can, in addition to the quantitative data, also gather vast large amounts of highly valuable qualitative information at the same time. This can lead directly to innovation through idea generation, quick fixes that have a big impact on conversion in very short time frames and feed product development in the medium to long term.
3. Survey Analytics
Foviance can also conduct Survey Analytics to understand the correlations and relationships between feedback of multiple types and from multiple research projects. This combination and mining of existing data can produce deeply insightful findings that would otherwise be impossible to uncover. When survey data is also combined with other data sources such as web analytics and business information systems such as CRM data the insights can go still further and help to produce meaningful segmentation data on which to base business decisions.
For more information on our surveys, please get in touch.