Survey
10 Ways to Drive Survey Engagement
By Melissa Moxley,
Lightspeed GMI
Lightspeed GMI
According to a spring 2015 study from Microsoft, the average human
attention span has fallen below that of goldfish -- and you can blame it on the
gadgets we use to watch YouTube videos and play "Crossy Road." The researchers clocked the
average human attention span at just 8 seconds in 2013, falling 4 seconds from
the 12-second average in 2000, and putting humans just 1 second below goldfish.
attention span has fallen below that of goldfish -- and you can blame it on the
gadgets we use to watch YouTube videos and play "Crossy Road." The researchers clocked the
average human attention span at just 8 seconds in 2013, falling 4 seconds from
the 12-second average in 2000, and putting humans just 1 second below goldfish.
We made the transition from CATI to online, but now we need
to make the transition from online to mobile. But, how do we keep survey
respondents engaged in a way that captures their attention? Can we carry them
past that eight second threshold?
to make the transition from online to mobile. But, how do we keep survey
respondents engaged in a way that captures their attention? Can we carry them
past that eight second threshold?
From a questionnaire design perspective, we need to balance the
marketing research hat with the respondent hat. Yes, we need to ensure our
paired comparison questions are all implemented for proper analysis, but let's
grab the attention of our respondents with some color and images, bringing life
to our questions. Let's be their distraction.
marketing research hat with the respondent hat. Yes, we need to ensure our
paired comparison questions are all implemented for proper analysis, but let's
grab the attention of our respondents with some color and images, bringing life
to our questions. Let's be their distraction.
Regardless of whether or not respondents are on-the-go or
planted in their office or home, distractions are all around them. Have you
tried to take a survey while emails are accumulating in your inbox? Your
messenger pings are flashing and your boss is seconds away from walking in for
your 2:00p.m. meeting? How about taking a survey while cooking dinner, briefing
your husband on the day and pacifying the toddler pulling at your leg? While
these are exaggerated situations, reality isn't too far off. Respondents
nowadays are taking surveys from anywhere and at any time. We need to capture
their attention and retain it.
planted in their office or home, distractions are all around them. Have you
tried to take a survey while emails are accumulating in your inbox? Your
messenger pings are flashing and your boss is seconds away from walking in for
your 2:00p.m. meeting? How about taking a survey while cooking dinner, briefing
your husband on the day and pacifying the toddler pulling at your leg? While
these are exaggerated situations, reality isn't too far off. Respondents
nowadays are taking surveys from anywhere and at any time. We need to capture
their attention and retain it.
Be the Distraction
So how do we do it? While we can't sit next to every
respondent as they enter in their answers, we can take measures to prevent them
from closing their browser and moving on. Your survey should serve as the
distraction; your respondent shouldn't be distraction from your survey.
respondent as they enter in their answers, we can take measures to prevent them
from closing their browser and moving on. Your survey should serve as the
distraction; your respondent shouldn't be distraction from your survey.
Below are the 10 ways to design an appealing survey. Remember,
you only have eight seconds to engage.
you only have eight seconds to engage.
1. Scrolling
= Work = Dropouts
= Work = Dropouts
No one
wants to work to read an attribute list or find the 'next' button in order to
progress. The key here is ease, try
to limit your response lists to 15 points and minimize scrolling as best as you
can.
wants to work to read an attribute list or find the 'next' button in order to
progress. The key here is ease, try
to limit your response lists to 15 points and minimize scrolling as best as you
can.
2. Be
Concise: The Shorter, The Better
Concise: The Shorter, The Better
I like
to promote the Twitter mentality: 140 characters, short and concise and easy to
digest.
to promote the Twitter mentality: 140 characters, short and concise and easy to
digest.
3. Avoid
Repetition: Didn't I Already Answer That?
Repetition: Didn't I Already Answer That?
Nothing
is worse than being mid-survey and thinking just that. Don't ask respondents to
rank their top three brands and then turn around and rank their top six.
is worse than being mid-survey and thinking just that. Don't ask respondents to
rank their top three brands and then turn around and rank their top six.
4. Spacing:
Feng Shui Your Survey
Feng Shui Your Survey
The
spacing between the question text, response lists and images needs to be optimized
and balanced within the screen so that there is balance and symmetry.
spacing between the question text, response lists and images needs to be optimized
and balanced within the screen so that there is balance and symmetry.
5. Sizing:
Bigger Isn't Always Better
Bigger Isn't Always Better
This
applies to font size throughout the survey (consistency is key) as well as
image sizing. There needs to be a middle ground between squinting in order to
read the question and scrolling in order to see the entire ad or concept being
reviewed.
applies to font size throughout the survey (consistency is key) as well as
image sizing. There needs to be a middle ground between squinting in order to
read the question and scrolling in order to see the entire ad or concept being
reviewed.
6. Consider
Compatibility: Are respondents going to be taking the survey on a PC? Tablet?
Mobile? All of the above?
Compatibility: Are respondents going to be taking the survey on a PC? Tablet?
Mobile? All of the above?
Test
surveys on all potential devices and don't allow mobile or tablet usage if the
survey isn't compatible; it's not worth jeopardizing the data or the
respondents experience
surveys on all potential devices and don't allow mobile or tablet usage if the
survey isn't compatible; it's not worth jeopardizing the data or the
respondents experience
7. Question
Types: the right question yields the right answers
Types: the right question yields the right answers
If you
are asking respondents to 'select all that apply' ensure they can do so. In
turn, respondents should be able to visually tell which options they've
selected, getting rewarded for their answers
are asking respondents to 'select all that apply' ensure they can do so. In
turn, respondents should be able to visually tell which options they've
selected, getting rewarded for their answers
8. Get
Active! Designing 'active' questions = engaged respondents
Active! Designing 'active' questions = engaged respondents
It's
not just for physical health anymore. Mentally, respondents want something to
do when giving their opinion, they like dragging logos in order to rank them or
sliding the scale to the number '10' because they really do 'strongly agree'
with that statement.
not just for physical health anymore. Mentally, respondents want something to
do when giving their opinion, they like dragging logos in order to rank them or
sliding the scale to the number '10' because they really do 'strongly agree'
with that statement.
9. Find
your inner artist: Colors, visuals and design elements go a long way.
your inner artist: Colors, visuals and design elements go a long way.
Using
these features effectively in a survey locks the respondents' attention and
keeps it from click to click.
these features effectively in a survey locks the respondents' attention and
keeps it from click to click.
10. Survey
Experience: Taking the time to remove your researcher hat and put on your
respondent hat helps ensure the experience is an enjoyable one
Experience: Taking the time to remove your researcher hat and put on your
respondent hat helps ensure the experience is an enjoyable one
Once
you're positive you've got the survey of your dreams in place, take a step back
and look at it from a high level. Are the colors consistent from page to page? Was
that Arial font on question 10 when the rest of the survey was in Times Roman?
When the instructions say 'roll over image to zoom,' is it really working?
you're positive you've got the survey of your dreams in place, take a step back
and look at it from a high level. Are the colors consistent from page to page? Was
that Arial font on question 10 when the rest of the survey was in Times Roman?
When the instructions say 'roll over image to zoom,' is it really working?
Still with me? If you're at the end of this list, you've
made it past the eight second mark and are clearly engaged!
made it past the eight second mark and are clearly engaged!
About the Author: Melissa Moxley serves as Lightspeed GMI's
Global Product Marketing Manager. As a key member of the Global Marketing and
Business Strategy Team, Melissa drives the adaption and implementation of
QuestionArts, Lightspeed GMI's survey programming and design. As an escalation
point for regional teams, Melissa strategizes on commercial and marketing based
engagements and ensures global compliance.
Global Product Marketing Manager. As a key member of the Global Marketing and
Business Strategy Team, Melissa drives the adaption and implementation of
QuestionArts, Lightspeed GMI's survey programming and design. As an escalation
point for regional teams, Melissa strategizes on commercial and marketing based
engagements and ensures global compliance.
