Dialer Productivity: The key to profitable phone survey centers

What a difference a dialer makes. Well, a good one at least…

When Voxco first opened its doors over 25 years ago, we were known as an industry-leading vendor of phone survey center software and hardware. Nothing has changed in those terms since then – Voxco still leads the industry in phone survey systems. But the channel has gone through some dramatic fluctuations since then. Our phone survey system has adapted to keep pace, but the industry itself has evolved to a point where every dollar matters.

New survey call centers aren’t opening their doors very often. Those that remain stay very busy and remain an important part of the MR landscape, but their profit structures are changing. Their bottom lines become more fragile as researchers branch out into online and mobile survey solutions, and respondents become harder to reach on the phone.

From twenty-five years’ worth of conversations that we have had with clients and other industry thought-leaders, it is clear that productivity is the only metric that truly matters to a phone survey center’s profitability. And the cornerstone of maintaining that productivity? A good dialer, which will make or break your ROI.

Dialing Productivity

Phone survey center productivity is essentially evaluated by how quickly the dialer connects interviewers to respondents. Downtime between calls adds up dramatically: if an unproductive dialer adds just 5 extra minutes of interviewer downtime in an hour, a 100-seat call center wastes over 65 hours every day. This simple calculation tells you how essential a productive dialer is to an organization’s bottom line.

Made for Researchers

Voxco Dialer is designed by researchers, and for researchers. The dialing algorithms are fine-tuned based on ideal research connection speed and realistic drop rates. It’s packed with advanced features that are developed with researchers in mind (ability to accept inbound calls, transfer out, direct conference, partial recording, audio playback, and more). There is no other dialer on the market that’s more tailored to phone survey organizations.

Dialer Flexibility

But even though the out-of-the-box dialer is designed for research usage, it still further adapts itself to your own call center’s reality. It can be used in five different dialing modes that quickly connect calls, regardless of your interviewer methodology. Over time it balances its dialing algorithms based on your own call center’s statistics, and pro-actively cleans out-of-service numbers to eliminate time wasted on bad calls. Voxco Dialer is always working behind the scenes to optimize its own productivity to the reality of today’s phone survey center.

Quality Control

Note that quick connections don’t matter if the work itself is done in a sloppy way. Unlike most out-of-the-box dialers, Voxco Dialer is packed with real-time monitoring and reporting tools to constantly track project and productivity. Call recording and live audio monitoring let your managers qualitatively evaluate interviews. So you’ll know if you’re maximizing its potential.

Contact Us

Phone survey research is a game of inches. Adding up those inches over time makes it clear how great an effect dialing productivity has on the bottom line. Maintain productivity and you’ll maintain profitability. Get in touch with a phone survey expert today to evaluate a better dialing solution.

Evaluating your organization’s survey technology strategy

In the most recent Greenbook GRIT Report, an article appeared from Rebecca West of CiviCom Marketing Research Services, an industry-leading supplier of qualitative technology solutions. It was a question, and a very pertinent one: “Is your organization’s technology strategy where it needs to be?”

The question itself is a very important one. While it may be difficult, defining a modern tech strategy and following it is critical to today’s fast-moving market research industry. You need to stay competitive and you need to protect your respondent data. Your technology choices play a key role in that.

Ms. Hall has created a 10-step list to identifying whether your organization’s technology strategy is where it needs to be. Below, we have added commentary that connects the list to an evaluation of your quantitative survey software. Because that’s kinda our thing.

1. Make a list of what is demanded by the times.

This falls into three areas – Tech services you may market now or want to, evolving Cybersecurity demands, and legal requirements, such as the looming data protection requirements in various countries, including our own.

Market research firms live and die on the strength of their ability to gather data and turn it into impactful insights. So ensure that your survey software lets you promote yourself as able to handle any complexity of survey project, across any survey channel, and that the data itself will be secure.

2. Assess where you stand.

This is known as a Gap Analysis. This gives you an understanding of the spread between where you are with hardware, software, security, resources, etc., and where you need to be, and what steps should be taken to ensure the variance between the two is closed.

This evaluation of your current solution will give you the benchmark to beat. Does your survey software offer abilities in offline channels? Is your client’s data as secure as they need it to be? Is it compliant with industry regulations? How complicated is the software to use, and is its complexity costing your team wasted time and money via resources?

3. Develop a Detailed Road Map.

This is your game plan arising from the results of your Gap Analysis, after your rank what is necessary and what is desirable. Most necessary steps require being compliant or keeping marketable technologies up to date. Desirable is usually where you want to go in the marketplace.

Close the gap. After steps 1 and 2, you will better understand what the market research industry demands, and where you stand as a research supplier thanks to your current survey technology. If it’s not a strong enough value proposition to your clients, begin planning how you can fill the gap with a more flexible technology that helps you provide more solutions to more clients.

4. Establish Benchmarks with a Timeline.

Tag specific steps to each tech goal and apply a timetable and ownership to each. Put timetables on software that can be accessed by internal stakeholders to see progress against goals. Hold regularly scheduled meetings that require accountability.

This step assigns accountability to the transition. be sure to evaluate the transition time to a new software, including training, survey replication and data transfer (note: with a little help, it’s not as hard as it sounds).

5. Have the Right Leadership in Place.

The link between business strategy and technology plays an important role in organizational success. Who governs the relationship between IT and the business is critical. The tech and business teams must be committed to working together toward a common goal and committed to resolving conflicts as they arise.

Ensure that the leaders within your organization understand the value of a better survey software.

6. Have the Right Tech People.

Not all tech people are created equal. The skills you need may include the flexibility to move seamlessly from one programming language to another, to understand the business you are in and not just the technology, and to have a vision for forward-thinking solution-building.

Ensure the IT team understands how you plan to use the survey tools, including how you hope to store data, so that they can help you enhance the technical offering of your pitch for potential survey projects.

7. Stay Attuned to the Latest Threats

Be knowledgeable about disruptive forces that could cause your organization to stumble. Some of these are tech threats like ransomware attacks, but some are tech trends, like automation or artificial intelligence, with potential to usurp the services you provide.

It’s hard to emphasize enough how important it is to keep survey data secure. But once the reality of that threat has been evaluated, and you have chosen a secure SaaS or on-premise solution that fits your needs, be sure to also evaluate how the research industry is advancing and evolving. Don’t let a known threat on Day 1 surprise you a short while later.

8. Prepare a Risk Management Plan.

Identify threats, vulnerabilities and their likelihood of occurring. Build a culture where employees feel compelled to report an incident, should it occur, and not be tempted to sweep it under the rug.

Take those identified threats, and really dig deep into how important they could be to your organization’s future. What is the likelihood of a data hack? And if it happens, what would be the repercussions? What are the chances of AI replacing more traditional surveys in the near future? Plan for the worst, and you’ll never have to face the smaller challenges unprepared.

9. Build Funding into your Strategy.

Know the requirements of your existing applications and the resources required to maintain or develop them further. Technology tradeoffs can include having to choose between introducing a new product, broadening sales efforts, or hiring more employees.

You have chosen the right data collection tools for the market. Now ensure that you’re not paying for more than you will use. To awkwardly transition to selling mode, Voxco offers a far more competitive price than most of the highest-priced platforms in the industry. It’s a price that can fluctuate based on usage, or can be a single cost for unlimited use. Understand pricing options, and find a way that they work best for your own funding reality.

10. Include a Commitment to Evolve.

For a strategy to be effective, it should both create and deliver value. For an organization’s technology strategy in the digital age, this is an ongoing process.

Excellent closing thoughts. Your survey technology should be a value-maker to prospective clients. Offering multichannel surveys, hosted securely on your own premises, at a flexible price that fits your own fluctuating needs – that could become a real deal-maker for new clients, leading to more sales, and more revenue. And that’s the point of constant evaluation of your organization’s technology strategy.

Surveys aren’t dead: complementing Big Data with human feedback

Less than five years ago, the talk began about the full integration of passive digital data collection (mostly framed as ‘Big Data’) into business insights programs. And as often happens with new trends, a many insights groups dove headfirst into Big Data, abandoning the traditional survey in favor of the more automated digital behavior tracking. In doing so, they lost out on a ton of valuable insights that could only be gathered from asking questions to real people. Their data was suddenly missing the ‘why’ – the motivation behind the actions they were tracking.

Now in 2017, many of those insights groups have returned to surveys and settled on a complimentary solution that pairs passive digital behavior tracking and feedback surveys. Surveys are anything but dead, as they still offer incomparable insights into human behavior. Insights that cannot be matched by the automated collection of passive data. We have watched as the same organizations who shied away from surveys just a few years ago have started coming back and seeing the huge value in pairing their existing passive digital data collection with surveys.

One recent example that triggered this blogpost was when Voxco paired with C2 Montreal to complement their existing automated data collection with surveys that gauged event attendee satisfaction levels:

As one of North America’s most innovative business events, C2 Montreal deployed a significant passive data collection strategy. Smart technology embedded in participant badges tracked attendee participation levels, their purchases, new business networking connections, and more.

But the technology couldn’t track the emotions behind the actions. Why did people do what they did?  And how did they feel while doing it? That’s where a survey solution became essential. Voxco survey software helped the C2 team gather 1,200 completed post-event online surveys and another 1000 in-the-moment, face-to-face surveys. The attendee feedback served as the perfect complement to the automated data collected from the smart badges.

The two data types worked together to paint a live picture at numerous moments during the event. Event organizers could see a live snapshot of what participants were doing, and how they were feeling. Then post-event, organizers could look back at a robust portrait of all attendee activities and pair that with a complementary overview of how participants felt about each individual event element.

So to this pessimistic industry in which we all work, how can we emphasize the importance of the traditional survey versus the passive data collection of ‘Big Data’? By emphasizing that the choice is not about one over the other: it’s about choosing both.

Get in touch with a Voxco rep today to discuss how the industry’s most flexible survey technology can compliment your existing passive data collection processes.

6 ways technology can help you tackle sensitive survey questions

Members of the market research industry find themselves fighting tooth and nail for decent response rates and representative sample. So when your study is about drug use, sexual behaviors, political and religious beliefs, or other sensitive topics, you’ll need to ensure that you’re doing everything possible to keep response rates steady.

Asking sensitive questions via surveys or interviews can be considered intrusive or offensive, regardless of what the respondent’s answer may be. And if the respondent feels that their response could be contrary to popular societal norms, they may be more inclined to provide a dishonest answer that conforms to their perception of normal (this is called ‘social desirability bias’). Compounding the issues of question intrusiveness and social desirability bias, respondents may not trust that their responses will remain anonymous, or that the data will be kept secure.

Sensitive questions can negatively affect three important survey measurements: overall response rates, single question decline rates, and response accuracy – due to a higher percentage of respondents who answer sensitive questions dishonestly. That means that the inclusion of sensitive questions in a survey needs to be handled in an intelligent and delicate way whenever possible. Fortunately, technology can help.

The chosen survey channel can compound the issues around sensitive questions. The selected channel can exponentially increase respondents’ hesitation to answering sensitive questions:

  1. Self-completion surveys (e.g. Voxco Online): in which respondents complete surveys on their own time and in privacy;
  2. Telephone interviews (e.g. Voxco CATI): in which survey call center interviewers ask respondents questions over the phone;
  3. Personal interviews (e.g. Voxco Mobile Offline): in which interviewers use mobile devices to ask respondents questions directly in a face-to-face setting.

In general, respondents are more likely to answer sensitive questions honestly via self-completion surveys. But there’s tremendous value in choosing personal interviews over self-completion surveys, or choosing a complimentary multichannel approach, so interviews should not be ruled out immediately.

Here are six ways to use technology to boost response rates and response accuracy on sensitive questions:

1. Channel selection

As we mentioned above, self-completion surveys that can be taken by respondents in privacy offer a better atmosphere of anonymity which helps respondents feel more comfortable answering sensitive questions. The elimination of an interviewer can also reduce the social desirability bias introduced by the presence of another person.

2. Multichannel studies

Your studies don’t need to stick to only one survey method. Using an integrated survey platform, you can target a single respondent database and follow sample across multiple channels. For example, after a phone interview is completed, invite a segment of the respondents to complete an online survey. The logic of the online survey can trigger follow-up questions based on their CATI responses and probe into more sensitive topics that respondents would be less likely to confide to an interviewer.

3. Live channel switching

Consider redirecting interviewees mid-interview to a self-completion channel to ask sensitive questions. This temporarily gives respondents the anonymity and privacy needed for sensitive topics. Redirect CATI respondents to an IVR system to answer a few sensitive questions using their phone keypad, then return them to the interviewer to finish the survey. Pass the CAPI tablet to respondents directly and let them enter their answers directly into the questionnaire without having to say the words aloud to an interviewer.

4. Live question wording changes

As your survey progresses, be sure to keep an eye on real-time response analytics. If you note significant drop off rates at a specific question, or higher-than-average item nonresponse rates on specific questions, take action! Alter question wording, and instantly push the updates live. Add in some language that emphasizes survey anonymity and data security when surveys start veering into sensitive territory. That’s the benefit of live survey updating.

5. Survey logic/flow changes

If early results show that respondents are being turned off by sensitive questions, you could also adjust the logic and flow of the survey. Move sensitive questions further into the survey to build more trust and rapport with respondents before they get to them. If you have a sensitive question earlier in the survey, trigger ease-in questions and language to show only for those respondents who chose ‘refuse’ on the first sensitive question. Or go the other way: build trust with those respondents who did answer the sensitive question by hiding demographic or identifying questions at the end of the survey that could make respondents feel that their responses will be connected back to them.

6. Data hosting

Sometimes it’s enough for respondents to know that the survey is anonymous. But other respondents could want assurances that their data is being stored with the highest possible security and encryption, or on internal servers versus stored “out there” in the cloud. So give them those assurances.

Use technology to maintain response rates!

In a period of declining response rates, it is likely that respondents will be even more reluctant to take part in surveys that tackle sensitive topics. And in an age of growing concerns over data security, those who do respond to your surveys could be less inclined to reveal potentially embarrassing information about themselves.

Even in self-administered surveys, respondents may still misreport or refuse answers on sensitive questions. But there are a number of ways to use survey technology to your advantage when asking the tough questions. Get in touch with the team at Voxco if you’d like to discuss more unique ways to use a flexible survey platform to collect sensitive respondent data.

Product Planning Successes with our Client Feedback Team

Last month we drew back the curtain to look at the processes we follow to get client feedback. But we also wanted to share examples of the product features and developments that were guided thanks in part to direct feedback from our software users. So let’s do exactly that – below are some live product features that are in active development as a result of feedback from our clients.

Later this summer we’ll be launching version 6.0 of our overall Voxco Survey Platform. It will include a ton of new features for Voxco Online and an even tighter integration of our multimode survey channels. And many of those new features were initially spawned or fine-tuned via in-depth conversations with our client advisory committee. For example:

Side-by-side layout of look and feel editor

One of the anticipated new features landing in 6.0 is the addition of a side-by-side look-and-feel editor. The Theme Customization Parameters and Survey Preview panes will now be positioned next to each other, with sliding pane sizes. This improved use of screen space gives better simultaneous visibility during look & feel editing of your surveys.

Though the feature was kick-started internally by our R&D team, we used the advisory committee to validate our mock-ups and help us ensure the final product is as intuitive as possible. We’re excited to get this new layout launched and into the hands of the rest of our clients this summer. Here’s a sneak peek of what’s to come:

Apply display logic to a choice

Once we began speaking with our users, we started hearing many of the same pieces of feedback repeatedly. One of those frequent requests was two-fold:

  1. Provide the ability to apply show/hide logic to individual choices.
  2. Add a visual indicator of display logic on affected choices for users to see while editing questionnaires.

This simple suggestion quickly turned into one of our favorite parts of the upcoming 6.0 update. It should simultaneously make the survey experience more relevant for respondents while also improving the questionnaire-editing experience for our advanced users.

Additional feature suggestions

An advisory committee member suggested that we rework respondent case filters to make them easier to use. With that member’s input, we have added new case filter options (e.g. unsubscribe filters) via a tab navigation and ensure that all options for case filters are clearly displayed in one place.

Another advisory committee member collaborated with the Product team to help define an easier way to set up redirect URLs for third-party sample respondents, based on how they terminate the survey (completed, out-of-quota, screen-outs). In the past, this was done each time at the survey level, but they suggested adding the ability to create and customize profiles for each sample provider, and define default redirects for each. We liked the idea so much, we didn’t sit on it: it was included in an update that landed this week!

Future update: enhanced reporting features

We’re in the midst of planning a major future release for reporting enhancements. It’s an in-demand update that is high on our list of priorities, so the product team is actively working to determine which new features will be included once it lands. We sent out an all-user survey two months ago, and we have finished evaluating the results to help us prioritize the possible new features.

Storming ahead with help from you!

We’re regularly improving and evolving our survey tools. Join the conversation and help us define the future of the industry’s most flexible survey tools! We encourage all of our clients to answer the surveys when they come your way – results are read and analyzed by every key member of our product team and it’s one of the best ways to ensure that your voice is heard.

If you missed the survey, and have an awesome idea for a new feature that could benefit your survey team and other users, get in touch with our support team – we have a process in place to ensure that all feedback is taken into consideration and evaluated by the product team for potential inclusion in future releases.

Onwards and upwards! All with a little help from you, our loyal clients!

Paris : 2 jours pour célébrer 20 ans

Maintenant que le Printemps des Etudes est derrière nous, nous pouvons faire un point sur ces 2 jours d’évènement et sur les 20 ans de Voxco Paris qui ont été une bonne raison de célébrer.

Tout ce que nous avions prévu pour l’évènement s’est déroulé sans accroc. Tout au long de l’événement, de nombreux clients sont venus nous rendre visite sur notre stand dans le superbe Palais Brongniart pour échanger entre autres choses sur l’état du marché des études en Europe.

A la fin de chaque journée, nous avons accueilli nos clients pour partager champagne et mignardises et lever notre verre à ces 20 dernières années. Un grand merci à tous ceux qui sont venus trinquer avec nous !

Evidemment, la partie la plus stimulante d’un tel évènement est de rencontrer de nouvelles têtes. La localisation optimale de notre stand nous a permis de rencontrer des personnes du monde des études venues d’un peu partout en Europe – visiteurs tout comme exposants d’ailleurs!

Toutes les personnes qui se sont arrêtées nous voir, sont reparties avec de petits cadeaux. Des bonbons à la menthe et des chargeurs avaient été glissés dans la centaine de sacs distribués pour l’occasion.

Et pour célébrer nos 20 ans à Paris de la meilleure des manières, nous avions mis en place un tirage au sort pour le gain d’une bouteille d’Hermitage de 1997 ainsi que 20% de remise sur le logiciel d’enquêtes le plus flexible du marché ! Félicitations à Hervé Bonnet de The Links G&A qui en est l’heureux gagnant.

Et maintenant ? Gilles et son équipe continue et continueront à fournir les marchés Européens avec des solutions d’enquêtes flexible et des offres de service d’exception. Ce n’est pas une coïncidence que nous soyons présents depuis si longtemps… 🙂

Complementing Online Surveys with Offline Interviews

Face-to-face interviews are a very different beast from self-completion surveys. We’ve gone into detail before about the best uses for each here and here. Unsurprisingly for an industry-leading provider of multichannel survey software, we concluded each post with a solution of ‘combining both is best’. And it really is. But how?

For market research firms running major studies seeking general opinions from a larger population, it can make a lot of sense to use offline interviewing as a complimentary secondary channel to the primary online channel. What do we mean by that? Well online is often the cheaper option, and a far easier way to get a survey out to a lot of respondents quickly. But to vary your sample and expand on your insights, adding a face-to-face interviewing component can make a big difference.

Here are a few reasons to complement online survey projects with offline interviews, and the methodology required:

Sample variance

There are some people who won’t complete online surveys when they receive them in their inbox. They don’t have the interest, or the time, or their spam filter keeps them from seeing the invitations in the first place. There is also still a portion of the population who don’t have regular online access.

A portion of people who are unreachable online can be reached in the real world via face-to-face interviews. Complementing your online surveys with face-to-face interviews expands your sample size, and can improve sample representativeness.

Quantitative data depth

You’ve gotten responses from your online survey, and the results indicate that shoppers most often buy a specific product on weekends at the mall. Your results have now given you a timeframe and location to conduct face-to-face interviews, aiming to better understand an average shopper’s mindset at a key purchase time.

Asking further questions in a face-to-face, interviewer-led setting adds a whole new dimension of data which complements the existing online survey results.

On-site, in-the-moment feedback

Take a look at our case study for C2 business events. Online surveys formed the core of the feedback collection process. But on-location mobile interviews helped gather a more raw and in-the-moment emotional response, when hindsight and fading memory have little to no effect on their responses.

Get more well-rounded insights by balancing the standard post-event feedback with some in-the-moment emotional feedback.

Sample follow-ups

Depending on the study, and the rights that your sample/panel has offered, it’s possible to follow up with specific sample segments via face-to-face interviews after the online study is completed. The online survey can ask questions that help segment the respondents into relevant sub-groups based on demographics or behaviors. Following up with a specific sub-group based on their online responses helps complement the overall study results.

If you have a solid panel of respondents who have granted permission to follow up in-person, interviewing the same respondents who have completed the online survey can give you a richer set of insights from individual sample.

Offline Face-to-Face Interviewing

In much of North America, market researchers aren’t using face-to-face interviewing enough. Could this be because they’re seeing it as an either/or when comparing it to online surveys? Because it’s so much more when used as an ‘and’.

For the short-term, it seems clear that market researchers will continue focusing most of their studies on online surveys. But those who can find a way to complement those results with face-to-face interviews will greatly enhance the insights. Embrace the enormous potential of a truly multimode study.

Celebrating 20 years in Paris: Voxco at Printemps des Etudes 2017

This year, we celebrate our 20th year in Paris. Our Paris office is a central hub for all of our European operations, supporting hundreds and hundreds of clients across the continent and into the Middle East and Africa. Team France is an essential part of our great success in the region.

So how do we celebrate 20 years? In style, of course; by giving back to the clients and friends who have made it all possible. And to make it as Parisien as possible, we’ve synchronized our celebrations with the Printemps des Etudes – the country’s premiere gathering for research and marketing professionals.

On April 20-21, 2017, we’ll meet over 2,500 event attendees in the beautiful Palais Brongniart. We’ll be there to celebrate, and hope you can join us! We’ve got a little something for everyone:

Treats for clients

At 5pm on Thursday 21st and 4pm on Friday 22nd , we’re inviting all of our clients to Booth 15 for a special thank you for helping us get to 20 years. Champagne and treats for all who come by to help us celebrate!

Sweets for new friends

If we’ve never met before, we want to change that! Stop by Booth 15 any time during the event and meet our team for the first time, and take home a small tin of sweets to share with friends.

Energy for old friends

We’ll be keeping up with the online conversation throughout the event, and know that you will be too. So you’ll need extra power for your mobile device! We’ve got you covered.

If you already know Gilles and his team, visit us at Booth 15 and we’ll give you a portable device charger to keep the conversation flowing long after the event is over.

Something extra for everyone

Anybody who wants to keep in touch with Voxco after the event is over can drop their business card in a fishbowl at any time during the event. At the end of the last day, we’ll draw one name and give them a 1997 bottle of Grand Cru, and a 20% discount on their first purchase of Voxco survey software.

We’re excited to be turning 20 in Paris! Clients, friends and everyone in between are welcome to stop by our booth to help us celebrate. And if you can’t make it, follow the action on Twitter, or get in touch with the team that’s making it all happen.

En route pour le Printemps des Etudes 2017, Voxco fête ses 20 ans à Paris

Cette année, nous célébrons nos 20 ans à Paris. Notre bureau parisien est le centre névralgique de notre activité en Europe, avec une équipe de support travaillant pour des centaines de clients à travers le continent ainsi qu’en Afrique et au Moyen-Orient. L’équipe française est essentielle à notre succès dans la région.

Alors comment célébrer ce cap des 20 ans ? Avec style, bien sûr : en redonnant à nos clients et amis qui ont rendu tout cela possible. Et pour que ce soit aussi français que possible, nous avons décidé de faire coïncider cette célébration avec Le Printemps des Etudes – le rendez-vous annuel pour les professionnels des enquêtes et du marketing.

Les 20 et 21 avril 2017, nous rencontrerons plus de 2500 visiteurs dans l’enceinte du magnifique Palais Brongniart. Nous serons là pour célébrer et nous espérons que vous vous joindrez à nous ! Nous avons prévu des petits quelques choses pour tout le monde :

Goûter amélioré pour nos clients

A 17h le jeudi 21 et 16h le vendredi 22, nous invitons tous nos clients sur le stand n°15 pour les remercier de nous avoir porté jusqu’à nos 20 ans. Champagne et mignardises pour tous ceux qui viendront nous aider à célébrer !

Des bonbons pour les nouvelles connaissances

Si nous ne nous sommes pas encore rencontrés, changeons cela ! Arrêtez-vous au stand n°15 à tout moment pendant le salon, rencontrez notre équipe et repartez avec une petite boîte de bonbons à partager.

De l’énergie pour nos vieux amis

Nous serons actifs en ligne pendant l’événement et nous savons que vous aussi. Vous aurez donc bien besoin d’un peu d’énergie pour votre appareil mobile… On s’en occupe !

Si vous connaissez déjà Gilles et son équipe, rendez-leur visite sur le stand n°15 et ils se feront un plaisir de vous offrir un chargeur portable pour que la conversation continue bien après l’événement.

Un petit plus pour tout le monde

Pour tous ceux qui souhaitent rester en contact avec Voxco après l’événement, venez déposer votre carte de visite dans notre urne. A la fin de la dernière journée, nous tirerons au sort l’un d’entre vous qui repartira avec une bouteille de Grand Cru de 1997 et 20% de remise sur le premier achat d’un logiciel d’enquête Voxco.

Nous sommes ravis de passer le cap des 20 ans à Paris ! Clients, amis et tous ceux au milieu : vous êtes les bienvenus sur notre stand pour venir célébrer avec nous. Et si vous ne pouvez pas être au Printemps des Etudes, suivez l’action sur Twitter ou prenez contact avec l’équipe qui rend tout cela réalité !

Behind-the-Scenes with our Client Feedback Team

We have been making some of the industry’s most flexible survey tools for over 25 years. We’re always evolving our powerful multichannel platform, which includes launching new products, major releases, and regular maintenance and feature updates. Through it all, we’ve definitely become experts in the craft of survey software.

But savvy product managers know that there’s a gap between the knowledge that comes from creating and refining a product as a developer, and as an end user who is actively using it daily. To close that gap, our Voxco Online product team has long been tapping into the user perspective – what features do they need the most, how do they spend their time on the platform, what would they do differently?

Informally reaching out to users for feedback had always been happening, but just last year, our product team formalized a client outreach program that maximizes the impact of the feedback on the final product. The outreach has been invaluable; not just for our team, but for clients who could help shape the product’s development.

Now that it’s a formal part of our process, here’s a behind-the-scenes look at our client outreach programs – how they work, and how much of an impact they have had on the online survey tools. Let’s take a peek under the hood:

User Surveys

We make survey software, so it was a natural jump to use the platform to ask our own clients for feedback. To gain quantitative data about in-demand features, the surveys asked multiple choice and ranking questions that aimed to prioritize the relative importance of new features. At the end of each survey, qualitative data was collected via a series of open-ended questions that asked users to precisely describe what key features would maximize their organization’s use of the tool, and how existing functionalities could be further enhanced.

Advisory Committee

Post-survey, we wanted to continue the qualitative conversations, and dig deeper with active users on how they could maximize their productivity on the platform. So we assembled a team of 15 of our most active clients, representing varying industries, organization sizes and survey types. In the pursuit of more qualitative insights about specific upcoming features, we formalized this group into a client advisory committee.

When we are in the early planning stages of a major new release, we can now approach a team of active users as a sounding board. The conversation starts as an overview call to get their input on how they use a specific feature set. We then use this rich feedback to further define product requirements and create interactive mock-ups of the new feature set. We hop on a second call to present the mock-ups to their teams, and fine-tune the details over time.

Data galore!

It was nice to see complimentary patterns from our varied client types that helped validate our internal team’s existing direction. The client survey offered instant clarity on which new features were must-haves, which helped the product team to immediately start prioritizing the next few releases.

We were amazed by the long, detailed answers given to the open-ended questions. It was clear that clients were very open to the communication channel and were excited to have their voice heard. The responses helped stimulate new ideas for future features and started many active discussions among the development team.

We have witnessed very high involvement levels from all members of the advisory committee, and the resulting conversations feel very collaborative. The members often choose to gather project-specific suggestions from their larger team, and even share the feature mock-ups with them for more robust user feedback. It’s quite clear that the advisory committee enjoys being consulted and collaborating on feature development.

Overall, the entire process has helped us define a very solid road map for the next year worth of updates, and with the help of many of our users, we have populated our first 2 major releases with many of their most commonly requested features.

Coming soon: results

The earliest major release that was directly impacted by the new client feedback is coming out in just a couple of months! And the client feedback team has already moved on to collecting data on a future release that will enhance our reporting tool. Next month, we’ll share with you some of the results of the first few client outreach initiatives right here on the blog.

If you’re a user of the industry’s most flexible survey platform, keep an eye out for our surveys to join in the conversation – you could help us define the future of Voxco Online. Stay tuned!

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