So, what IS an acceptable survey response rate for a customer feedback survey: 1%, 15% 50%? It’s a question I am often asked.
Here’s one I received recently:
…if I have two NPS of two different cinemas in January.
Cinema 1: Spectators: 18509. Survey responses: 17. Responses percent: 0,1%. NPS: 76.
Cinema 2: Spectators: 44190. Survey responses: 200. Responses percent: 0,5%. NPS: 43.
My first question is: Can I do a valid comparison between the two cinemas?
And my second question is: [are the survey response rates statistically valid?]
It’s a good question but in general the focus on response rate is misplaced.
In this post we’ll discover that what is important is not so much the response rate but but the total number of responses. Then we’ll use that information to calculate the acceptable response rate for your survey.
Note: The approach here works well for standard customer feedback questions but if you are using Net Promoter Score you need to look at this post: How to calculate Margin of Error and other stats for NPS®
Let’s dive in. [Read more…]
While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data.
You can use the same techniques and approaches in Excel and in this post, I’ll take you through how to analyze survey data in Excel.
Excel is a very good tool to use for your analysis and has the benefit of being on almost everyone’s desktop. With a little bit of insight, you can do almost everything the statistical packages can do in Excel.
Don’t fall into the trap of thinking it’s an inferior tool. [Read more…]
Your boss walks in with a chart of the last 12 months of transactional Net Promoter survey results and he’s not happy!
The score went down last month and he want’s to know why. Looks like you’ll have to hunt around to find a reason for the change; or will you?
Just because your survey score has gone down, or up, doesn’t mean that there has actually been a change in the overall business NPS. It might just be a fluke of the sample you have collected. The change might be within the Margin of Error. [Read more…]
This got me to thinking:
How good is crowd data at predicting the Net Promoter Score for an organisation?
As it turns out it’s a pretty good indicator so let’s review it in detail. [Read more…]