Surveys

Example survey data scorecard

We design, deliver and analyse both online and email surveys. These can be valuable tools to complement qualitative research, giving you quantitative insight into:

• User characteristics – what kinds of customers are coming to your site, and what are their reasons for visiting? How old are they, what do they do for a living, what are their interests?
• User behaviour – what product features do they use? Which ones are they aware of? How often do they visit? What other sites do they use and why?
• User task success – are users able to find what they want, and achieve what they want to do?
• User satisfaction – do they like what they see? Does your site meet their expectations?
• Preferences – what is compelling about your site, what is annoying or distracting? What would they recommend to their friends?
• Needs and wants – what should your site be providing that’s currently missing?

Surveys can be useful as standalone pieces of research, but they become particularly valuable when combined with analytics data and usability research. Experience shows that it’s vital to understand actual user behaviour as well as reported feedback.

We can advise on the most efficient combination of tools to take forward your web optimisation programme.