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Brand & Digital Media Specialist at Lombard International Assurance
08 January 2009 09:46am
Hello,
We would like to make a survey (both internal & external) about our website so that people give us their feedback, comments and improvement suggestions. The survey should be short (5-6 questions) and straight to the point with closed questions. It should help us to assess what needs to be done to improve our website. Has anyone done a similar survey in the past and could you provide me with examples of questions that we could ask? Looking forward for your answers. Thanks!
Laurent
Research Director/Head of Web research at SPA
08 January 2009 11:34am
Hi, I've run many web surveys in the past, including a current tracking study for a large International client.
The questions depend on the type of site but usually the key question to cover would be:
1.Main reason for visit (Single-code list)
2.Other reasons for visiting (Multi-code list)
3.Did they manage to achieve their main objectives (Yes/No - specify)
4.Did they experience any technical problems (Yes - specify, No)
5.Performance ratings - Ease of navigation, Content, Design, Reliability, etc (I prefer performance, eg Excellent>Very poor, rather than satisfaction for web surveys but this depends on nature of the site)
6.Desired improvements (ideally open question)
Quite often we include other KPIs (likelihood to recommend, likelihood to visit again, etc) and visitor profile info for our clients but its key to keep the survey at no more than 5/6 minutes if this is an exit survey.
Chris Handford
SPA (www.spa-mr.com)
CEO at Econsultancy
08 January 2009 18:00pm
Hi Laurent
I like the 4Q approach - have a look at http://4q.iperceptions.com - they actually do the survey themselves on their own site so you can see how it works.
Ashley
Research Director/Head of Web research at SPA
12 January 2009 10:54am
Our approach is slightly different to 4Q in that we invite people via a dynamic layer on site entry (we can control sample frequency, position, etc) to take part in the survey after their visit. If they visitor says 'Yes' a new minimised window is launched that monitors when the visitor leaves the site/closes browser window, when they do, the survey appears in the same window and the survey window maximises.
Chris
SPA.
Director at Experience Solutions Ltd
28 January 2009 09:39am
Hi Laurent
We offer a service where we recruit visitors to your site to conduct remote usability testing with them. We conduct short telephone interviews while we share their screen. It provides a much deeper analysis than a survey and gives you actionable recommendations to work with based on the experiences of your customers.
Happy to explain more if you're interested: http://www.experiencesolutions.co.uk
Good luck!
Damian