How to Analyze Survey DataGather Insights that Influence Business Decisions

Esther Lavielle Anup Surendran

Vice President, Product, QuestionPro Customer Success, QuestionPro

Agenda

❏ Define Survey Insight Goals❏ Know your Audience

❏ -Demographic and Behavior❏ Time-Based Metrics ❏ Strengths vs Weaknesses Insights Tools

Insight Goals

What is Your End of The Rainbow?

Successful analysis starts with understanding your end goals

- Define purpose for gathering insights- Identify who wants to view the results- Plans with these insights?

Know Your Audience

Setup up segmentation

analysis opportunities by

including demographic

profiles and behavioral

information

Demographic Based Analysis: Location

Demographic Based Analysis -Profile/Behavior

Consumers-Gender-Age-Ethnicity-Education-$ Purchase History

B2B-Industry-Customer Type-Roles-$ Products/Services

How to include Demographics-Upload profile info via email list-API Integration-QP Audience-QP Communities -Ask profile Qs

within survey

Demographic Based Analysis: BSB Review

How influential is BlueVolt’s partnership to your training and channel marketing goals?

Time Based Metrics

When you gather feedback matters:

-Customer Satisfaction-Net Promoter Score-Trend Analysis

Time Based Metrics - Customer Satisfaction

Google Search Results: 9,940,000 Customer Satisfaction Survey Topics

QP’s library of survey templates: Foundation to build customer satisfaction programs

Deliver specific results to different manager levels within organization in real-time

Connect with CX Customer Experience Insights via internal organizational data.

Time Based Metrics - NPS Score

On a scales of 0 to 10, the NPS score will measure promoters, passives, and detractors on a metric of -100 to 100

Would customers recommend products and solutions to others?

Time Based - Annual NPS Trend Analysis

Annual NPS reports allow businesses to analyze trend reports at the 100 foot view

❏ Identify historical changes over time❏ Measures the success of executed plans over the past year❏ Good for future strategic planning/budgeting

BlueVolt’s NPS Trend Report

Time Based Analysis - NPS & Monthly Trend

Strength & Weakness Insights

Strengths - Invest in what you do best

Weakness - Close the gap

Opportunities - Find easy wins to execute

Threats - Actions to limit and lower

Strengths/ Weaknesses - Matrix Tables

Matrix Reporting: Side-by-Side Matrix

Strengths/ Weaknesses - Grouping & Segmentation

Drill down data according to demographics and responses in the survey with the segmentation tool

Key Takeaways

❏ Define Survey Insight Goals❏ Know your Audience: Demographics and Behavioral ❏ Time-Based Metrics: Great for Trend Analysis and real-time responses❏ Strengths vs Weakness Insights: Expose gaps and opportunities

Other QuestionPro Analysis Methodologies

❏ Preference Analysis: Max Difference Analysis❏ Willingness to Pay: Discreet Conjoint Analysis❏ Online and/or Mobile Intercepts❏ Employee Satisfaction/ 360 Review❏ …. And much more!

Thank You!!!Questions?

Other topics of interest you want to learn about? esther.lavielle@questionpro.com

Twitter: @esther_qpro