Comments for evolveNPD http://evolvenpd.com Tue, 17 Jan 2012 23:17:18 +0000 hourly 1 http://wordpress.org/?v=3.1.3 Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-566 admin Tue, 17 Jan 2012 23:17:18 +0000 http://evolvenpd.com/?p=163#comment-566 Group: Front End of Innovation Discussion: Do we need to reinvent how we collect customer feedback? I'm with Jim. So much data is inactionable... I think we need to start with the end point, "what do we want to do with data". That will determine appropriate collection methods, and perhaps more importantly, the format or means in which data is communicated to make it actionable for a variety of audiences. I'm sure we've all seen situations where the development group procured its own research, marketing theirs... each sees what they want but neither serves to align the 2 groups to an 'initiative'. Posted by Tim Group: Front End of Innovation
Discussion: Do we need to reinvent how we collect customer feedback?
I’m with Jim. So much data is inactionable… I think we need to start with the end point, “what do we want to do with data”. That will determine appropriate collection methods, and perhaps more importantly, the format or means in which data is communicated to make it actionable for a variety of audiences. I’m sure we’ve all seen situations where the development group procured its own research, marketing theirs… each sees what they want but neither serves to align the 2 groups to an ‘initiative’.
Posted by Tim

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-565 admin Tue, 17 Jan 2012 23:17:01 +0000 http://evolvenpd.com/?p=163#comment-565 Group: Consumer Insights Interest Group Discussion: Do we need to reinvent how we collect customer feedback? Get Paid Taking Surveys at Home! Did You Know Over 10,000 Companies Pay People Everyday for their Opinions? -Paid Online Surveys - hundreds of surveys available (Up to $5-$50 for taking surveys from your computer!) -Full Time Paid Survey Jobs (some paid survey takers even get hired full time!) -Product Testing (they mail you a product, review it, and you keep it!) -Online Focus Groups (participate in a one hour "chat" and give your opinion) ... and Much Much More! *Work from anywhere in the world *Get Paid INSTANTLY! *Set your own working hours *No deadlines- stress free working *No annoying bosses *No financial risk *No special skills required http://debef706w7opocjpu8sb9tenbn.hop.clickbank.net/ Posted by Robyn Group: Consumer Insights Interest Group
Discussion: Do we need to reinvent how we collect customer feedback?
Get Paid Taking Surveys at Home!

Did You Know Over 10,000 Companies Pay People Everyday for their Opinions?

-Paid Online Surveys – hundreds of surveys available
(Up to $5-$50 for taking surveys from your computer!)

-Full Time Paid Survey Jobs
(some paid survey takers even get hired full time!)

-Product Testing
(they mail you a product, review it, and you keep it!)

-Online Focus Groups
(participate in a one hour “chat” and give your opinion)

… and Much Much More!

*Work from anywhere in the world
*Get Paid INSTANTLY!
*Set your own working hours
*No deadlines- stress free working
*No annoying bosses
*No financial risk
*No special skills required

http://debef706w7opocjpu8sb9tenbn.hop.clickbank.net/
Posted by Robyn

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-564 admin Tue, 17 Jan 2012 23:16:02 +0000 http://evolvenpd.com/?p=163#comment-564 Group: Front End of Innovation Discussion: Do we need to reinvent how we collect customer feedback? Monika, I try to be careful to not use 'methods-speak' - like qualitative vs. quantitative vs ethnographic (and on and on), and focus on the outcome for the inventor or innovator. My experience as an engineer is that research done by others (you name the method) isn't easily integrated into the holistic brains of these individuals and teams and subject to too much misinterpretation when they have to actually 'make something.' It's the translational skill within an individual who has to use their skill to 'make something' (product, package, graphics, claims demo, etc.) where the research 'insight' gets lost if those people don't have that holistically in their brain and belly. I love quantitative research when I've had the opportunity to input signifigicantly into the design of what is being measured, and to a complete understanding of what the analysis is showing me. For most companies the quantitative information is what will give them confidence in the investment they will need to make. Certainly as the information age gets better (more holistic, cheaper, faster) then we will need these tools highly integrated to give confidence to rapid prototyping. Like you, I look forward to these Evolutions. Posted by Jim Group: Front End of Innovation
Discussion: Do we need to reinvent how we collect customer feedback?
Monika, I try to be careful to not use ‘methods-speak’ – like qualitative vs. quantitative vs ethnographic (and on and on), and focus on the outcome for the inventor or innovator. My experience as an engineer is that research done by others (you name the method) isn’t easily integrated into the holistic brains of these individuals and teams and subject to too much misinterpretation when they have to actually ‘make something.’ It’s the translational skill within an individual who has to use their skill to ‘make something’ (product, package, graphics, claims demo, etc.) where the research ‘insight’ gets lost if those people don’t have that holistically in their brain and belly. I love quantitative research when I’ve had the opportunity to input signifigicantly into the design of what is being measured, and to a complete understanding of what the analysis is showing me. For most companies the quantitative information is what will give them confidence in the investment they will need to make. Certainly as the information age gets better (more holistic, cheaper, faster) then we will need these tools highly integrated to give confidence to rapid prototyping. Like you, I look forward to these Evolutions.
Posted by Jim

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-563 admin Tue, 17 Jan 2012 18:47:33 +0000 http://evolvenpd.com/?p=163#comment-563 From blog author Monika Wingate: Thanks for the great comments! Interesting that several of you are looking at a more qualitative approach vs. large scale data aggregation. That is the direction that my firm is taking right now, but I am curious to see if customer satisfaction research and open innovation techniques maybe merge at some point to get larger scale "crowdsourcing" like feedback as opposed to surveys with charts and numbers as output. I have no idea what that would look like, but it will be fun to watch the industry evolve... From blog author Monika Wingate:
Thanks for the great comments! Interesting that several of you are looking at a more qualitative approach vs. large scale data aggregation. That is the direction that my firm is taking right now, but I am curious to see if customer satisfaction research and open innovation techniques maybe merge at some point to get larger scale “crowdsourcing” like feedback as opposed to surveys with charts and numbers as output. I have no idea what that would look like, but it will be fun to watch the industry evolve…

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-562 admin Tue, 17 Jan 2012 18:46:24 +0000 http://evolvenpd.com/?p=163#comment-562 Group: Front End of Innovation Discussion: Do we need to reinvent how we collect customer feedback? IMO inventors and innovators need to 'feel, see, hear, experience' their 'things(inventions/innovations) in the context of reality - let's just call it 'no one can learn for you' type of REAL RESEARCH - and our batting average will increase dramatically. Move away from 'methods-speak' to walking in the shoes and experiences of those you are targetting and your learning will increase and your innovative solutions will become real life changers. Too many intermediaries telling the inventors/innovators 'this what what they said' that cannot be translated into real improvements. Posted by Jim Group: Front End of Innovation
Discussion: Do we need to reinvent how we collect customer feedback?
IMO inventors and innovators need to ‘feel, see, hear, experience’ their ‘things(inventions/innovations) in the context of reality – let’s just call it ‘no one can learn for you’ type of REAL RESEARCH – and our batting average will increase dramatically. Move away from ‘methods-speak’ to walking in the shoes and experiences of those you are targetting and your learning will increase and your innovative solutions will become real life changers. Too many intermediaries telling the inventors/innovators ‘this what what they said’ that cannot be translated into real improvements.
Posted by Jim

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-561 admin Tue, 17 Jan 2012 18:34:13 +0000 http://evolvenpd.com/?p=163#comment-561 From blog Author Monika Wingate: I think the 800# gorilla in the room is the volume of customer satisfaction work being done. Yes it is a good idea to identify the best time to collect the research, and to simply the questions and make them relevant. But if I get asked 5 times a day to fill out a survey - once at the coffee shop, once at the grocery store, and twice online when visiting websites, is it realistic to think I'm going to want to respond to any of them after a while? Especially since I'm already commenting on these topics on Facebook and Twitter. Maybe this is an issue of the "lens" through which we view the research. Rather than looking at it from a company centric point of view (eg. when and where are they interacting with me), maybe we should be looking at it from a consumer point of view (when and where are consumers giving feedback on their daily shopping behavior). From blog Author Monika Wingate:
I think the 800# gorilla in the room is the volume of customer satisfaction work being done. Yes it is a good idea to identify the best time to collect the research, and to simply the questions and make them relevant. But if I get asked 5 times a day to fill out a survey – once at the coffee shop, once at the grocery store, and twice online when visiting websites, is it realistic to think I’m going to want to respond to any of them after a while? Especially since I’m already commenting on these topics on Facebook and Twitter. Maybe this is an issue of the “lens” through which we view the research. Rather than looking at it from a company centric point of view (eg. when and where are they interacting with me), maybe we should be looking at it from a consumer point of view (when and where are consumers giving feedback on their daily shopping behavior).

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-560 admin Tue, 17 Jan 2012 18:32:27 +0000 http://evolvenpd.com/?p=163#comment-560 Group: Voice of the Customer Discussion: Do we need to reinvent how we collect customer feedback? We find a lot of our clients look at Customer Journey Mapping to visualise how customers interact with their organisation in order to make a purchase or experience a service. They are then able to chose the most appropriate events to ask for feedback, our survey application integrates with the CRM system to trigger the sending of a survey which is relevant and in time with the last interaction. A complete history of all surveys sent is kept in the CRM system along with the feedback given. Our customers that set-up an event triggered Voice of the Customer program with their CRM platform are seeing very high response rates, increasing the customer satisfaction score by a high margin, decreasing customer churn and improving the bottom line. In short as long as the survey is relevant and timely keep doing it. Posted by Andy Group: Voice of the Customer
Discussion: Do we need to reinvent how we collect customer feedback?
We find a lot of our clients look at Customer Journey Mapping to visualise how customers interact with their organisation in order to make a purchase or experience a service. They are then able to chose the most appropriate events to ask for feedback, our survey application integrates with the CRM system to trigger the sending of a survey which is relevant and in time with the last interaction. A complete history of all surveys sent is kept in the CRM system along with the feedback given. Our customers that set-up an event triggered Voice of the Customer program with their CRM platform are seeing very high response rates, increasing the customer satisfaction score by a high margin, decreasing customer churn and improving the bottom line. In short as long as the survey is relevant and timely keep doing it.
Posted by Andy

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-559 admin Tue, 17 Jan 2012 04:30:32 +0000 http://evolvenpd.com/?p=163#comment-559 Group: Consumer Insights Interest Group Discussion: Do we need to reinvent how we collect customer feedback? I totally agree, though it really depends on the other actions of the company. If they manage to show in practice that they truly care and are interested in feedback plus are improving and listening to the customer, it might be a plus. However, if they send out over and over again surveys with little actions following, those surveys will harm the image more than help. Posted by Diana Group: Consumer Insights Interest Group
Discussion: Do we need to reinvent how we collect customer feedback?
I totally agree, though it really depends on the other actions of the company. If they manage to show in practice that they truly care and are interested in feedback plus are improving and listening to the customer, it might be a plus. However, if they send out over and over again surveys with little actions following, those surveys will harm the image more than help.
Posted by Diana

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-558 admin Tue, 17 Jan 2012 04:30:02 +0000 http://evolvenpd.com/?p=163#comment-558 Group: Voice of the Customer Discussion: Do we need to reinvent how we collect customer feedback? Good article. While I agree that over soliciting your customers for feedback can be a negative, I don't think it is wise to eliminate surveys entirely. Introducing more intelligent business rules behind who gets a survey and when can help you keep your customers engaged and add value to your survey. It is important to keep in mind, though, that the surveys should be only one of many channels used to collect customer feedback and create a full view of your business from their perspective. Relying on on source of data for anything can be a dangerous proposition no matter what the topic. Posted by Nick Group: Voice of the Customer
Discussion: Do we need to reinvent how we collect customer feedback?
Good article. While I agree that over soliciting your customers for feedback can be a negative, I don’t think it is wise to eliminate surveys entirely. Introducing more intelligent business rules behind who gets a survey and when can help you keep your customers engaged and add value to your survey.
It is important to keep in mind, though, that the surveys should be only one of many channels used to collect customer feedback and create a full view of your business from their perspective. Relying on on source of data for anything can be a dangerous proposition no matter what the topic.
Posted by Nick

]]> Comment on Stop the surveys, please! by admin http://evolvenpd.com/2012/01/stop-the-surveys-please/comment-page-1/#comment-557 admin Tue, 17 Jan 2012 04:28:46 +0000 http://evolvenpd.com/?p=163#comment-557 Group: Voice of the Customer Discussion: Do we need to reinvent how we collect customer feedback? If done well and correctly, surveys can be very useful. What does it mean to do so well and correctly? First of all, make sure that fatigue is not part of the process- surveys should have dynamic intelligence built into them so that only relevant questions are asked. A respondent should on average complete no more than 25 questions and should do so in less than four minutes. Of the over 15 million surveys my company has deployed, our abandonment rate is less than 3% (industry numbers are in the 20-30% range). Universal incentives will bias the feedback-people will not be thoughtful, but would click thorough to get a coupon. Sweepstakes are a better option. We also have pattern algorithms to test for suspicious input; we also do consistency tests to check for thoughtful feedback. I can go on and on...the point I want to make is that conducting surveys is a science and not just a set of questions to deliver to a respondent for feedback. Indeed, many people are not willing to give feedback (especially if is after an oil change), therefore, when to deploy a survey and the number of responses one gets for a particular purpose are critical. And then there is this whole area of converting the feedback into actionable insights..oh well, that is for another time. Posted by Mohamed Group: Voice of the Customer
Discussion: Do we need to reinvent how we collect customer feedback?
If done well and correctly, surveys can be very useful. What does it mean to do so well and correctly? First of all, make sure that fatigue is not part of the process- surveys should have dynamic intelligence built into them so that only relevant questions are asked. A respondent should on average complete no more than 25 questions and should do so in less than four minutes. Of the over 15 million surveys my company has deployed, our abandonment rate is less than 3% (industry numbers are in the 20-30% range). Universal incentives will bias the feedback-people will not be thoughtful, but would click thorough to get a coupon. Sweepstakes are a better option. We also have pattern algorithms to test for suspicious input; we also do consistency tests to check for thoughtful feedback. I can go on and on…the point I want to make is that conducting surveys is a science and not just a set of questions to deliver to a respondent for feedback. Indeed, many people are not willing to give feedback (especially if is after an oil change), therefore, when to deploy a survey and the number of responses one gets for a particular purpose are critical. And then there is this whole area of converting the feedback into actionable insights..oh well, that is for another time.
Posted by Mohamed

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