Online Survey Company in the UK
The hot news today is that British Gas is being fined £2.5 million by Ofgem for its poor complaint handling performance – particularly for their small business customers. The ofgem press release dated 27th July 2011 can be viewed here. As an aside, I wish there was an Ofgem monitoring the Royal Mail who have failed to respond to a Surveylab complaint for over two years! It’s quite a … [Read more...]
Users who log onto our (their) survey's online reports today will find a new feature - the word cloud - that quickly summarises verbatim/open-ended questions. What is a word cloud? It is a visual interpretation of a count of the number of times a word occurs in some selected text (in this case, our survey's verbatim comments). All the common and little words such as “the”, “in”, … [Read more...]
There is no average! There are a lot of factors that will affect a survey's responses rate. Generally, employee surveys get high response rates - in the range of 50-70%. If your organisation only gets 25% this isn't necessarily bad (unless there are only eight staff in the company). It is possible to achieve 80% or 90%, even in larger organisations. Communication is key! Customer surveys … [Read more...]
The Chartered Institute of Personnel and Development's (CIPD) latest quarterly employee survey, published on the 5th May, reports the lowest level of employee satisfaction since they started their study in April 2009. This latest report shows an overall net satisfaction score of +34 (calculated by taking those giving a positive, less those giving a negative score). Other findings this quarter … [Read more...]
Last week John received a copy of the National Churches Trust's Survey report detailing how the UK's church buildings are maintained, funded, managed and contribute to their wider communities. Surveylab are proud to have been part of this very useful research - we built and hosted the micro-site and the online survey, helping the National Churches Trust and McKinsey and Co. to transform their … [Read more...]
On Saturday, Surveylab celebrates 8 years creating, building, fielding and analysing surveys ... Somehow, we have also updated our website with a tweaked structure, new look and updated content. Thanks Hew! Our blog measuring-satisfaction.com has been integrated into our main site and while there are a few little details that we have to finish off or tweak over the coming weeks we hope you find … [Read more...]
Almost a year ago to the day I tweeted Just did a telephone survey by "lifestyle research centre" - on behalf of various companies including nPower and Sky. Have I been scammed? Today, we received a phone call from a wary stranger to tell us he had taken a call from a researcher at the UK Research Group (or possibly the UK Research Centre) and when he asked for an address the researcher gave … [Read more...]
This week we launched a survey for a new client in a little over 24 hours. When the survey is straight forward, with all the necessary project planning and questionnaire content written and reviewed, it is very feasible to turnaround survey production in just a day or two. For this survey we actually provided English and German language versions - kudos to Barbara for getting all the translated … [Read more...]
In addition to the new ranking report, we have also enhanced the Score Index report by introducing Section Scores and tidying up the presentation. Any users with a long survey containing multiple sections should find the changes very useful. The basic functionality and calculations behind the Score Index report are unchanged, but questions are now presented in sections and (if enabled), a … [Read more...]
We are very pleased to announce our latest updates to our online reports platform... of which the greatest new feature is the ranking report. This new report enables users to view a question's scores ranked by selected attributes. So, for example, if your reports contain demographic data such as a location, division, department, product, etc. simply select what you want to rank (e.g. … [Read more...]
Offering expert advice for designing and implementing online survey best practice. We share our experiences working in the fields of customer satisfaction and employee engagement research.
