Managing Director at Digital Gearbox
30 September 2008 17:15pm
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!
Asst Manager-Traffic and Ops at Natural Search
01 October 2008 11:04am
If you are planning for a survey and ready to spend few bucks you can try
Dynamic logic http://www.dynamiclogic.com, they are the market leaders in Surveys.
hope this helps
CEO at Clicktools
03 October 2008 19:40pm
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,
Founder at Optimics (www.optimics.cz)
07 October 2008 15:01pm
We run exit surveys with questions pretty similar to that of 4Q recommended by Avinash Kaushik. It pops up at 20% visitors though many do not see it due to popup blocking functionality now embedded in major browsers. Current reponse rate stands at 10% and it gives us a wealth of insight on our online application.
I was also thinking of the "Take the survey" button but if you want to keep your responses balanced I think the respondents should be randomly selected. The pissed-off visitors always have the phone and email to tell us that our website sucks :-)
Hope it helps
Jiri Brazda, www.direct.cz
14 October 2008 16:44pm
Thanks for all your replies - some great advice - much appreciated
Product Manager at Privately Owned
24 June 2011 23:08pm
Decide ahead of time what it is you're measuring before composing your questions. Remember you're making important measurements and not just asking people to sign a visitors log.
Regarding the tool, you can also try Rational Survey. It's very easy to configure and has a great popup survey feature that can be customized to open on the first page view - which is much less intrusive.
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