Customer Satisfaction Surveys

I know that you may have already stopped reading. Customer satisfactio…yawn. I am with you. Here are a few quick suggestions for making a great customer satisfaction survey that people will actually complete: 

  • Tell them why you want their feedback.
    What specifically will their response impact? Tell me the real reason and I may reward your honesty with my time.
  • What’s in it for me?
    People don’t want to take a survey that doesn’t benefit them. If you attach an incentive you’ll get their attention. The incentive tells them how much you value their response.
  • Keep it short and sweet.
    I may answer one or two questions but if there is a progress bar, I’m out.
Final notes:
  • If it doesn’t look great, forget it.  Your survey experience must be as compelling as your incentive. Remember, the survey experience reflects your brand: Bad survey = Bad brand experience.
  • Would you take your survey? If not, your audience won’t either.

Speeding up survey response

A major cause of survey drop out is respondent fatigue. The survey just takes too long. Every extra action counts. — against you.

That’s why Pinnion gives you the opportunity to do away with the submit button. Two new options give your respondents the ability to tap once, or twice, on their answer to submit their response and move to the next question. you can take the survey embedded below which shows both options. The first set of questions allow you to tap to select, then tap again to confirm — and move you to the next question. The second set of questions features just a simple tap to select, submit and move to the next question. Your choice. Your respondent’s delight.

And think of all those extra completes you’ll get.

This survey also features the ability to see the order in which respondents choose from a list. After each choice, they’re presented with the remaining choices. It’s just that simple.

Teacher-friendly reporting now in Pinnion Quizzes

We’ve been seeing a lot of interest in Pinnion Quizzes. it’s been great to see the wide variety folks are creating all kinds of tests, from casual to seriously academic. We’re pleased as punch to be able help folks create and distribute tests that help them evaluate knowledge.

To make all that easier, we’ve just rolled out Pinnion Quiz Reporting. You get exactly the information you need about your Pinnion Quiz results, all in one tidy report.

Here’s the list:

  • Min/Max/Average and Median reporting
  • # of respondents in each decile range between 0% and 100% correct.
  • Summary results by question.
  • Results by respondent, including % correct



A Busy Summer at Pinnion = Better Surveys

Multi-language authoring

Add unlimited languages to each survey.

We’ve had a busy summer. With the addition of some great programming talent, Pinnion has added the following features, which are already helping our customers get more out of Pinnion, and more information faster from their market research efforts:

  • Answer and Question rotation
  • Answer Weighting
  • Weighting-Driven Logic
  • Multi-Language Authoring and Distribution, with “Translator Mode”
  • Email Notifications
  • CRM Integration
  • Results timeline (view results from specific periods in the response cycle)
  • Text Overlay on images answer type
  • Response Ranking
  • Touch to confirm, and advance on select for faster survey completion

Coming up in the next month are even more, including even richer formatting of your surveys to help you create exactly the look you want for every aspect of your surveys, and the underlying web page as well. Don’t have a Pinnion account yet? Register today and start using a free Pinnion account.

UK users replacing PCs with Smartphone and Tablets for basic usage

How do your surveys look on non-PC devices? You might want to check that.

New research out today from the UK indicates that, of users who have access to PCs, tablets and Smartphones, more and more of their web and email usage is moving toward mobile devices.UK PC Smartphone Use Money quote: “In fact, when consumers own and use both (smartphones and PCs) , Internet usage on smartphones outweighs PC usage completely.”

If you’re still sending surveys designed for desktop PCs, your potential respondents are seeing them on their smartphones and tablets. Their experience isn’t pretty — and its expensive for you: The panel you paid for isn’t delivering results.

New options for response confirmation

Exciting news: We’ve just released four new options for response confirmation. We created these to give you and your respondents more flexibility in how they navigate through the survey. Notice the new options at the bottom of the Questions page:

Confirmation options

  • Tap to confirm: After the respondent clicks an answer, they tap it again to confirm their choice and move on to the next question
  • Double tap to confirm: A respondent double-clicks an answer to move to the next question
  • Instant tap to confirm: When the respondent clicks an answer, their response is immediately recorded and they are moved to the next question.

For example, if you set a question to Tap to Confirm, the user will see this after clicking Option 2:
Tap to confirm

This option gives respondents a chance to modify their choice prior to confirmation before advancing to the next question.

Finally, the back button can be disabled on a per-question basis. This can be done with any or none of the tap options above. This is ideal for cases when you don’t want respondents to back up and change their answers–especially useful when skip logic or prerequisites are in use.
Back button disabled

Don’t have a Pinnion account? Get started with a free trial today.

New Website, New Ways of Thinking About Pinnion

We refreshed our website yesterday. We’re pretty pleased with the new look.

We’re even more pleased with the new content.

In the last few months, we’ve been pleasantly surprised to note customer’s reactions to Pinnion. Founded as a straightforward market research authoring, distribution and measurement tool, Pinnion is being increasingly seen by customers and potential customers as a feedback mechanism for all kinds of different uses. As you can see under the “Pinnion Uses” tab, Pinnion is now being used for Lead Acquisition and Qualification, supplying elementary through post-graduate quizzes and a host of other scenarios.

And we’re still pretty good at market research.

Thanks for visiting our blog. Take a spin around the rest of our site and let us know what you think.

And if you haven’t tried out Pinnion yet, well, now is the time…

Thank You, Apple, For Upgrading Everyone’s Game

Off the smaller topic, but dead center on the bigger one: The technology universe that we increasingly live in. One of the back stories of the current NSA eavesdropping news is the ever expanding omniscience of technology: It’s nearly everywhere we’re conscious of and, as we’re discovering, in many places we’re unaware of as well, for good and for bad.

In that vein, hats off to Apple for their presentation at WWDC today. Even without Mr. Jobs, they remain masters of the new technology event. They’ve gotten the opportunity to remain masters by delivering much more than a good show. Though we haven’t had a chance to do much more than skate the surface of the announcements (we DO have day, and often night, jobs trying to rock our own little portion of the technology world), what we’ve seen convinces us that they’ve moved the ball forward in big and small ways. Whether or not you use Apple products, you’ll be affected by what was announced today, becausethe rest of the industry will move in response to what Apple does.

And, with extremely rare exceptions, what Apple does is not only good for Apple and for its users. It’s good for everyone that gets touched by nearly any aspect of technology.

So, a warm congratulations to Mr. Cook and Co for, once again, bringing the game-changing good, and delivered in such a lovely package too!

You’re doing mobile surveys, whether you know it or not

The trend is undeniable. Overall web access is moving mobile. More and more people, particularly young people, are using their phones as their only access to the web and email. Which means if you’re sending them surveys, they’re seeing them on their phone. Whether or not your survey are designed for phones, that’s where they’re being seen. Take a look these two examples. On the left, from, ahem, a well known survey provider. The typical survey designed to be viewed on a typical web browser. On a PC. Do you want your respondents to see that? Do you want your client to see that? On the right from, ahem, us.

What you probably look like on mobile

What you probably look like on mobile

What you could look like on mobile.

What you could look like on mobile.


On a phone, web surveys just break down. Matrixes? Forget about it. Even simple lists and survey controls are hard enough to use that abandonment rates are skyrocketing. Have you checked your metrics lately? Most survey providers let you know what devices your surveys are being viewed on. Notice a lot of mobile views? Notice a lot of mobile completes? I didn’t think so. Mobile is a new world. But its not free. If you want mobile responses, (and, believe me, you want mobile respones) you need to field mobile surveys.