VoC

Q. What is VoC?
A.
VoC encompasses every touch point of the customer experience from in-store to digital platforms including social media and mobile. At iPerceptions we specialize in digital platforms including mobile, tablet and desktop touch points and use surveys and comment cards to provide a complete view of the customer experience. Learn More >
Q. How can I get more respondents?
A.
Getting more respondents is half art and half science. We recommend checking out your historical data for an idea on invitation rate. On average, about 1-2% of visitors who receive the invitation complete the survey. If you have 250 respondents per month and you assume a completion rate of 1%, you will need to invite 25,000 people. If your monthly (unique) traffic is 50,000, then you should set your invitation rate at 50% (25,000/50,000).
However, website visitor behavior differs from one site to the next. Lower engagement sites generally have a lower completion rate, whereas sites with a more engaged audience will have a higher completion rate. You will need to monitor your survey for the first few days to see if you’re oversampling or undersampling. Once you’ve established the average completion rate for your site, you should be able to set your invitation rate such that your sample is evenly distributed across the month.
Q. What’s a typical response rate?
A.
The typical response rate (ie. the number of visitors that completed a survey divided by the number of visitors who were invited to participate) for surveys is between 2% and 6%. This means that even if you have 50 visitors a day, and your invitation rate is set to 100%, you may only get 1 respondent.
Q. What invitation rate should I set?
A.
It all depends how big the traffic is on your website. Start by a higher invitation rates and rectify as the week goes by depending on the amount of respondents you collect.
Q. How many questions should I ask?
A.
There is no set number of questions we would recommend asking. You may sometimes be able to obtain the answers you would like with a very short survey, while sometimes these answers can only be obtained with a more detailed survey. However, we always recommend constantly monitoring your survey statistics in our portal as they can provide a great sense of the length of your survey (e.g. average time to complete survey, whether there is a large proportion of respondents who do not complete the entire survey). As well, some question types may require more interactions (and more time) to answer than others, which also needs to be considered when reviewing the length of your survey. For example, single-select questions only require 1 click to answer, while a multi-select question may require 2 or more clicks to answer.
Q. Can I set the invitation rate?
A.
Yes you can. Simply login to the iPerceptions Portal and click on “Adjust Invitation Response Rate.” Use the slider to adjust your invitation rate or enter the desired percentage into the box.
Q. What is active research?
A.
Capturing the Voice of the Customer in the moment of truth using advanced intercept technologies and trusted research frameworks to drive real-time actions in business processes. Learn More >