Hi,

We're considering putting a pop up survey on a retail website selling mass market items to consumers to get a view of what customers think of the site. It will only have 2 questions:

- what do you think of our site?

- if you'd like to keep in touch please provide your email address.

Neither question would be compulsory, and full data protection legislation would be adhered to.

If anyone could give me some feedback on the following points (or general comments relating to pop up surveys) I'd be really grateful:

- do consumers respond to these surveys? Or hate them?

- when should it pop up? - on exit? after x pageviews? when the customer puts something in the basket / performs another action?

- is asking for an email address asking for trouble?

- does anyone know of any nice easy to use technology for doing this with?

All responses gratefully received!

Cheers

Chloe

Chloe,

A few thoughts.

Great that the survey is short but the question you need to keep in mind is how will we use the data. Open questions are good but are notoriously difficult to analyse.

You may be better asking a FEW more questions to give you a view as to which apsects of the site are liked/disliked.

Beware mixing feedback and marketing - experience suggests that they don't go down well. They are viewed as harvesting marketing info under the guise of feedback. It's also likely that this might breach the MRS code of practice that states that survey data cannot be used for marketing - not a legal requirement but recognised as good practice.

Timing of pop up depends on what you are trying to achieve. If you want to test the full web site experience then it has to be on exit. An alternative is to launch a pop up early on asking if people will complete a survey on exit. You could also put a 'Give us feedback' button on the frame where people can launch the survey when they want. This will tend to give polarised views.

Give us a try at Clicktools - easy to use, proven, used by people like O2, Figleaves, Shell,

Cheers

Dave J

Thanks for all your replies - some great advice - much appreciated