3. Surveys can be administered in a
variety of ways including:
• Online
• By phone
• Focus groups
• One-on-one interviews
• Paper
4. Surveys are good for
• Collecting customer input
• Gauging customer satisfaction
• Getting new business ideas
• Learning how customers are using your
product/service
• Gathering information about who your
customers are and their expectations
• Collect feedback
5. Surveys are good for
• Collecting customer input
• Gauging customer satisfaction
• Getting new business ideas
• Learning how customers are using your
product/service
• Gathering information about who your
customers are and their expectations
• Collect feedback
6. Surveys are good for
• Collecting customer input
• Gauging customer satisfaction
• Getting new business ideas
• Learning how customers are using your
product/service
• Gathering information about who your
customers are and their expectations
• Collect feedback
7. Surveys are good for
• Collecting customer input
• Gauging customer satisfaction
• Getting new business ideas
• Learning how customers are using your
product/service
• Gathering information about who your
customers are and their expectations
• Collect feedback
8. Surveys are good for
• Collecting customer input
• Gauging customer satisfaction
• Getting new business ideas
• Learning how customers are using your
product/service
• Gathering information about who your
customers are and their expectations
• Collect feedback
9. Surveys are good for
• Collecting customer input
• Gauging customer satisfaction
• Getting new business ideas
• Learning how customers are using your
product/service
• Gathering information about who your
customers are and their expectations
• Collecting feedback
10. When developing a survey,
determine the following:
• Survey goal
• How the data will be applied
• Decisions you hope to make
11. User Experience Surveys
• Who are your customers?
• What are their expectations and what are
their needs?
13. Questions to ask
Example Business Demographic
Questions
Example Consumer Demographic
Questions
•What industry are you in?
•What department do you work in?
•What size is your company?
•What is your job title?
•Where do you live? (City, state or
country)
•What are your gender, age-range,
education level and/or household
income?
•What are your hobbies and interests?
15. Questions to ask
Example Business and Consumer Expectation/Needs Questions
•What is your biggest challenge in…?
•What are your most burning questions about…?
•What’s not out there? What product/service would you like someone to create?
•What did you like more about our product?
•What changes would most improve our product?
•What do you like most about competing products currently available from other
companies?
•What would make you likely to use our products?
•If you are not likely to use our product, why not?
18. Survey Development: Things to
keep in mind
• Make it easy for people to complete your
survey
• Avoid yes/no questions
19. Survey Development: Things to
keep in mind
• Make it easy for people to complete your
survey
• Avoid yes/not questions
• Include open-ended questions
20. Survey Development: Things to
keep in mind
• Make it easy for people to complete your
survey
• Avoid yes/not questions
• Include open-ended questions
• Ask one question at a time