BUILDING GREAT MOBILE SURVEY EXPERIENCES

Braydon Anderson!Product Marketing, Qualtrics!

Ryan Nelsen!Product Marketing, Qualtrics!

WEBINAR SPEAKERS

The Mobile Movement!

Mobile Surveys!

SMS!

In-the-Moment & Offline Surveys!

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SESSION AGENDA

The average person looks at their phone 150 times a day.  

91% American adults have a cellphone!

74% Have a smartphone!

80% Browse the web daily, on a phone!

64% Check email daily, on a phone!

!

Source:  Pew  Internet  surveys  2006-­‐2014  Source:  Marke:ng  Land  /  Smart  Insights

THE MOBILE MOVEMENT

THE MOBILE SURVEY REVOLUTION

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Greater than !20% of surveys are !

now taken !on a mobile device!

Yet, 36% of researchers are NOT leveraging mobile!

TWO MAJOR ISSUES

Biased response!

Biased non-response!

Only 1-5% will access a survey more than once!

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#1 TREND IN RESEARCH

Source:  G.  Peterson,  Unintended  Mobile  Respondents,  CASRO  Technology  Conference  

Qualtrics Research Suite Makes it Easy!!

Deliver clean, branded surveys to respondents regardless of device !

!Capture the right insights from the right people at the right time!

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EVOLVING RESEARCH DESIGN

QUALTRICS MOBILE FEATURES

Announcing: Mobile Survey Preview & Mobile Matrix Question

MOBILE DEMO

QUALTRICS SMS SURVEYS

DID YOU KNOW? POCKET FEEDBACK, ON-THE-GO !Now you can:!!•  Interact with consumers directly on

their smartphone!

•  Personalize the feedback experience as if they were texting with a friend!

•  Build one survey that works for email, social and SMS distribution!

DID YOU KNOW?

•  90% of text messages are opened and read within 3 minutes •  98% of SMS responses are collected within 24 hours •  90-94% of customers who answer the first question, answer

all questions and 60-70% are willing to provide comments •  Coupons, offers and loyalty programs are redeemed "

8x more than emails •  25-45% is the average industry response rate for SMS

•  In-the-moment Insights!

•  Post-transactional Feedback!

•  Promotional Offerings (Done the right way)!

•  University Research and Student Outreach!

•  Real-time Event Feedback !and Polling!

TOP 5 WAYS TO USE QUALTRICS SMS SURVEYS

ENTER TO WIN A SHOPPING SPREE

BOTTOM OF RECEIPT

ON-CAMPUS FEEDBACK

SMS SURVEYS DEMO

QUALTRICS OFFLINE SURVEYS

IN-THE-MOMENT RESEARCH

ASKING

OBSERVING

•  Manual entry!•  Data errors!•  Lost/wasted data!•  Lack of centralized data!•  No reporting!•  Inefficient!•  Time consuming  

OLD SCHOOL METHODS

Capture in-the-moment feedback on your tablet or smartphone anytime, anywhere —without an Internet connection. Perfect for use in the field and anywhere your team interacts with customers. !!Available for:!•  Apple’s iPad, iPod and iPhone!•  Most Android Tablets!•  Android Smartphones Version 4.1+!

NEW SCHOOL: QUALTRICS OFFLINE SURVEY APP

1 Face-to-face feedback 2 Focus groups!

3 Shopper experience!

4 Consumer intercept research!

5 Concept testing!

6 Self-service feedback (kiosk)!

7 Product development!

8 University research!

9 Employee feedback!10 Offline & everywhere your customers are!

TOP 10 USE CASES FOR IN-THE-MOMENT

EVENT FEEDBACK

Responsive Themes

Mobile Compatibility Advisor

Device Detection

Mobile Survey Preview

Mobile Matrix Questions

SMS Surveys

Offline Surveys

MULTI-CHANNEL MOBILE APPROACH

•  Set accurate time expectations up front!•  Have someone else test the length of the survey on a mobile phone!

•  Think about color contrast – could be taken in bright sunlight !•  Don’t expect to get rich, open-ended responses!•  Shorten instructions !

•  Determine which day and time is best for respondents to receive mobile survey!

•  Consumers see the SMS history every time they open a new message –  Avoid over-surveying –  Keep messaging consistent

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BEST PRACTICES TO CONSIDER

RECOMMENDED NEXT STEPS

Re-evaluate your survey questions "and optimize "for mobile

Leverage the mobile technology "in Qualtrics

Consider "mobile, SMS & Offline for upcoming projects with the respondents’ view in mind

Take a "multi-channel approach to engage your audience

Q&A