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One of the common misconceptions about on-arrival surveys is that it will negatively affect conversion. At iPerceptions, we have collaborated with many e-commerce clients to test if there is any impact on conversion while running an on-arrival survey. Our tests showed that there is no significant negative impact on conversion. In fact, in some cases it showed an increase in conversion.
The analysis of customer feedback through open-end questions is a crucial part of digital research. Closed-end questions provide focused, quantified data, but it is through open-end questions that organizations discover what customers really want to say to them. A common topic that respondents mention in open-ended feedback is the site’s usability. Reading through the textual responses provides researchers insights about the issues that site visitors are experiencing.
Last year I started a three part series on the key pillars of Active Research beginning with Frameworks, the foundational support of Active Research. This is the second installment focusing on the next pillar of Active Research, engagement. In terms of Active Research, engagement is the act of engaging customers in the ‘Moment of truth’ across digital touch points to better understand their intentions and environment. Timing, sampling, and usability/design are all factors that significantly affect the characteristics of information received from a solicitation for feedback.
Make sure your surveys and Comment Cards reflect the brand your customers trust – yours. Choose from various design templates to personalize with your logo and unique brand identity. From the invitation to the Thank You page, every element of the research process will look and sound like all your customer communications.
Quickly design research with proven survey templates through our Survey Creation Wizard. Or just do it yourself and create a Custom Survey with our handy and user-friendly questionnaire design interface.
Every voice is important. So whatever language your customers speak, you can collect their feedback. Choose to have your survey appear in over 30 languages.
Get the research you want, when you want it. iPerceptions offers options for every research need and budget. For experienced survey design and benchmarking capabilities, create iPerceptions Certified Surveys based on frameworks with benchmarking capabilities. Or take the design in-house and craft your own survey with our Custom Surveys. If you don’t need a formal survey, consider using Comments Cards. Comment Cards are an excellent way to gather new product ideas and customer feedback of every kind.
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