IVR Surveys
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Rescooped by Michael Allen from market research topics
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Sulia: The Hottest Social Network You've Never Heard Of

Sulia: The Hottest Social Network You've Never Heard Of | IVR Surveys | Scoop.it
Social services that promise to aggregate online content are nothing original, so where does new site Sulia fit into the mix?

Via Mark
Michael Allen's insight:

Sulia social based social networking. Its going to be big, very big

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Rescooped by Michael Allen from Search Engine Marketing Trends
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34.5% of US Internet Population not using Facebook/Twitter

34.5% of US Internet Population not using Facebook/Twitter | IVR Surveys | Scoop.it

Not too long ago, dailycred posted a little research about using Facebook and Twitter as signup mechanisms – Surprise! People hate being forced to use Facebook. I came across the post via HackerNews.

In summary, dailycred is an account-as-a-service tool that allows developers to add authentication to their apps and sites without rolling their own. Overall, it’s pretty nifty stuff. For the post, they did a little informal survey of tourists strolling through Seattle’s Pike Place Market. In turn, they found out that when presented with the option people don’t like to sign up using Facebook or Twitter.

While I wasn’t surprised by dailycred’s conclusion, I thought there might be a better way to get some real data to back this up.

And for $150, I got my answer. Now, I’m going to share it with you.

Methodology

To set up my test, I used Google’s Consumer Surveys. Google has a whitepaper explaining how this tool works and why it’s as good if not better than doing telephone surveys. I’m going to trust that Google’s stats wizards know their stuff, but as a marketer I can tell you that the #1 awesome thing about the tool is that it’s dirt cheap as far as these things go.

The survey looked a bit like this:

The answers included the options below served in random order. There was also a fixed, final option of “I’m not on Facebook/Twitter”:

Yes – Because it’s easy.No – I don’t understand how it works.Yes – But I hate it.No – I’m scared of scams.

I ran the survey to an open sample of the general US Internet population, though Google provides other options. I also opted for the recommended 1,500 responses which came out to the aforementioned $150.

Google reviews surveys before they run and the folks working on this tool actually sent a few suggestions to me to tweak the survey for better results. I have to give a shout out there. This was service I did not expect and the survey option above represent some of their enhancements.

Results

In total, Google served the survey 16,175 times and collected 1,817 responses. This is little more than I paid for, but I assume they needed this number to reach a measure of statistical relevance.

While they didn’t get a clear winner on the list of questions, a few things are very clear:

Almost 35% of the US Internet Population is not on Facebook or TwitterOf those who are, nearly half are scared of scams and do not use the service for logging in.In total, 77% of the US Internet Population wants nothing to do with this method of logging in.

Google’s tool will also slice and dice results based on basic demographic categories: age, region, urban density, and income. From all of this information, the tool will calculate “insights”. In the case of this survey, only two insights were derived.

The insights didn’t surprise me too much, but I enjoyed digging into the data. Below is a comparison of the top two questions divvied up by age:

The Data Is Yours

I’ve made this survey public so that anyone can check it out, download the data, do whatever. To get there just use this link:

Public Survey Results: Facebook/Twitter Login

Enjoy!

Source: http://www.jamiegrove.com/user-experience/34-5-of-us-internet-population-not-using-facebooktwitter


Via Igniva Solutions
Michael Allen's insight:

Recent information showing the US SME's lack of faith in Twitter as a business tool, is followed by a new survey showing a hardcore group of non Facebook users. Is Face book uncool in 2013?

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Rescooped by Michael Allen from Net Promoter Score
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How Philips Uses Net Promoter Scores to Understand Customers

How Philips Uses Net Promoter Scores to Understand Customers | IVR Surveys | Scoop.it
This post is part of Creating a Customer-Centered Organization. To understand what your customers really think about your company, here's one simple exercise: ask them to rate you on a scale of 0 to 10.

Via Radhika Bhangolai
Michael Allen's insight:

Philips are an established NPS user and HBR give an interesting account of their journey.

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Rescooped by Michael Allen from Church Survey
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What are the advantages to online surveys vs. automated telephone surveys?

What are the advantages to online surveys vs. automated telephone surveys?

Via VictorSlone
Michael Allen's insight:

Although I personally think there are situations where telephone surveys are better than online and vice versa, Victor Clone's view that online is better is worth a read. Still don't entirely agree Victor, but as a vendor of IVR surveys you might expect that :) But I do market email and web surveys as well!  However, I do believe that online and IVR surveys leave mystery shopping so far behind. That really is a dead duck in the telephonic channel.

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VictorSlone's curator insight, March 29, 2013 2:33 AM

Take online surveys and know its adbantages over an automated telephonic surveys.

Rescooped by Michael Allen from Net Promoter Score
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The Trouble with Net Promoter Scores - Web Surveys 101 | Cvent Survey


Via Radhika Bhangolai
Michael Allen's insight:

Net Promoter is too ofte hailed as the comprehensive customer experience metric. Personally I fee it is too slow moving to report changes in customer dissent, especially in long established "loved brands."

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Rescooped by Michael Allen from Net Promoter Score
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Is Your Customer Service Broken? How To Know, And A Simple Way To Fix It

Is Your Customer Service Broken? How To Know, And A Simple Way To Fix It | IVR Surveys | Scoop.it
Wonder what customers really think about your business? Use this short survey form to find out how well you're doing at customer service.

Via Radhika Bhangolai
Michael Allen's insight:

This Forbes article is well worth completing if you would like a quick sanity check on your customer satisfaction. Yours may not be broken, but here is a great way to gain a quick taste of your position.

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