On-site surveys

Caroline,

Permission based is always best -i e ask them if they are willing to participate and then present the survey if they agree.  You don't say if the users are registered, in which case you could send the survey via email after the visit.

A few other points to consider:

Don't present the invitation or survey at a critical stage in the on-line journey, eg checkout or during an application process. It will distract. 

If you launch the survey from different pages, capture this information, it can be useful in subsequent analysis.

Keep surveys short - long surveys = high drop out and unreliable results.

Write the survey to reflect and test what is important to the customer/user and use language that is appropriate to them.

Cheers

Dave J

www.clicktools.com

On 07:55:50 23 June 2008 CWhyatt wrote:

 

We are looking at running an on-site survey to gather information from our users - usual sort of thing. However there is a big debate internally about where and how the survey should appear. The options are as follows:

1) Do the standard pop-under when a user exits the site
2) Serve a banner as an eye-blaster after the user has been on the site say 20 seconds, asking them to complete the survey. Clicking on the banner opens the survey. This then gets round the possible problem, that if a user keeps their browser open all day, they will still see the survey maybe hours after going on the website. But this will then affect the user-journey and take the user off our website.

Can anyone offer any advice / comments on these 2 options?

Many thanks!

Caroline