Its critical to leverage digital as a medium effectively to gain insights, optimise digital assets and to drive better conversions.

1. Digital an effective & potent feedback platform
Moneka Khurana – Digital consultant & Trainer

2. Moneka Khurana – Digital consultant & Trainer
Multiple feedback & dialogue windows
with customers

3. VOC led approach
Changing customer expectations makes it hard for
organizations to meet/exceed business objectives unless
we we listen to VOC
A proactive Voice of the Customer (VoC) strategy gives
organizations the information they need to make decisions,
increase customer satisfaction and impact revenue.
Moneka Khurana – Digital consultant & Trainer

4. Current scenario
• Revenue: $2 billion (with an annual growth rate
of over 9%)
• # of survey companies: 500+ (and growing)
• SurveyMonkey, predictably, has the largest
market share in the online survey market (15%+).
Source : Popsurvey.com

5. Eliciting customer, partner and
employee feedback
• Short and targeted surveys help in getting the right
feedback from customers/partners/vendors/employees
– Customer Intent
– Sales Lead Generation
– Market Intelligence
– Customer Satisfaction & Retention
– Employee Feedback
– Product Development
– Pre / Post Surveys (events, launch etc)
– Training Evaluations

6. Examples of Surveys
Site efficacy Opportunity to generate
leads
Product feedback &
customer experience

7. Targetted Notifications
• Notifications followed by feedback
– Special deals and offers
– New product alerts
– Contextual Marketing based on profile feedback captured
– Others : Site downtime

8. Targeting the right customer, at the right time with the right message to drive
conversions & customer engagement
Surveys can be targetted real time

9. Add ContentCreate the Survey/
Notification
Set up Targeting Go Live !!
Realtime data analytics exportable in any preferred formats.
Several global and local tools available to run online surveys
How instantly surveys can be set up?

10. Tips for effective surveys
• S
Share results , test time and days that work best & incentivise
only if really needed
Key benefits of online surveys :
Easy to achieve global reach if desired , low administrative cost,
ease of analytics, ease of data entry, Controlled, large sample
size easy to obtain, flexible and speedy

11. What kind of response to expect
in online surveys ?
• Experts POV & marketers’ experience:
If 25,000 was a customer or membership list 8 to
12% to complete a survey of say 5-8 mins.
If the list was low grade and slightly spammy then it
could be 0.5%-2%
If the list was well maintained, the topic of interest,
the survey brief and well designed then one can get
25%+ response rates

12. No. of responses needed for a
valid online survey
A good topline read can be achieved with a
respondent size of 300 interviews though 1000
interviews is a bit more reassuring (and allows you
to slice and dice the data a bit more say into men
versus women etc).
Beyond 1,000 you tend to get into diminishing
returns..i.e. your cost goes up a lot but accuracy
does not.

13. Promoting surveys
Few easy and efficient ways to promote ur online surveys:
1) Emails: Personal contacts/friends/family/colleagues.
2) Twitter: Post the survey link from your twitter account using smart
hashtags (targeted audience + topic) e.g. #Help #Survey
#[Topic of your survey]
- Ask ur (influential) contacts to retweet (RT) ur post somewhere.
3) Facebook: Post & ask ur 'Friends/fans' to share ur survey /Paid ads
4) Linkedin
5 ) Google+ (use the above smart #Hashtags) /paid ads
6) Cost /survey buys (targetted & legitimate sources)
7) Website – Real time targetted based on interest/relevance &
timespent

14. Investments
Automated survey set ups cost anywhere
between $30 - $100.
Test and basic modules are available for free
Promotion budgets based on scale and size of
survey

15. Moneka Khurana - Digital consultant & Trainer
writetomoneka@gmail.com
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