August 2009

New: Voice of the Customer (VOC) Industry Research Report

In a new research report titled "Voice of the Customer (VOC) Industry Research Report: Insights and Trends for Today's VOC Practitioners," Allegiance reveals some of the top challenges, concerns, and needs of today's VOC leaders and managers. The report, which is based on focus groups and a quantitative survey of VOC practitioners from companies of all sizes, sheds light on how today's VOC practitioners are using customer feedback in their organization, and if and how they are linking their customer feedback to revenues and/or measuring for a return on investment.

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Twelve Qualities of Good Survey Questions

Surveys are a great way to collect information about people's perceptions, opinions, thoughts, attitudes, etc. However, the trick is making sure that you're asking your questions the right way in order to get the data that you need, as well as ensuring that the people who take your survey will all interpret your survey questions the same way. To help you get started, below are 12 qualities of good survey questions to keep in mind when writing your surveys.

A good survey/survey question...

1. Evokes the truth. You should avoid sensitive questions.
2. Asks for an answer on only one dimension. You will need to phrase the question to extract the exact information you need, and avoid the possibility of someone giving you an ambiguous response.
3. Can accommodate all possible answers. A good practice is to allow for multiple responses. Don't assume that you know it all.
4. Has mutually exclusive options. (i.e. There should be only one correct or appropriate choice.)
5. Flows well from the previous question. Your question transitions should be smooth and logical.
6. Does not make erroneous assumptions.
7. Does not imply a desired answer. Remember to use objectivity in your questions.
8. Does not use emotionally loaded or vaguely defined words. Also remember not to use unfamiliar acronyms or abbreviations.
9. Does not ask the respondent to rank more than five items in a given series.
10. Puts personal questions at the end of the survey.
11. Gives respondents the option to not answer the question.
12. Uses one or two open-ended questions. This invokes direct, well thought out answers.

Contact an Allegiance sales representative today at (801)617-8000 to inquire about Allegiance Survey Design & Data Gathering Best Practices Consulting Services. And/or, sign up today for one or more of Allegiance survey training courses at www.allegianceuniversity.com.

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New: National Benchmarking/Pulse of America Report for Banks & Credit Unions

Allegiance recently published a National Benchmarking/Pulse of America Report for Banks & Credit Unions. In the report, which is based on a survey of hundreds of U.S. bank and credit union customers, Allegiance unveils:

• How the economy and highly publicized bank failures have impacted customer views and perceptions about banks and credit unions.
• Why customer engagement among older customer is changing.
• Where many financial institutions are now focusing their customer engagement resources and why.
• The emerging difference in customer engagement levels between local and multi-national banks and credit unions.

The report also provides recommendations and insights on how banks and credit unions can take advantage of this survey data. Download your complimentary copy now, or, for information on how Allegiance can assist your organization with engagement benchmarking, contact Allegiance sales at (801)617-8000.

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Allegiance Gets Social with Web 2.0

Keep up-to-date on what's happening with Allegiance by following us via the following Web 2.0 social networking sites: Facebook, LinkedIn, Twitter, and the Allegiance blog.

Facebook

• Go to the Allegiance Facebook Page
• Create your own Facebook account (using your e-mail and by creating a password) and login to Facebook; or log-in using your existing Facebook account

How to get involved:

• Become an Allegiance, Inc. "Fan"
• Invite friends & family members to become Allegiance "Fans"

LinkedIn

• Go to the LinkedIn Allegiance Page
• Create your own LinkedIn account, or if you already have an account, simply log in

Twitter

• Go to the Twitter Allegiance Page
• Create your own Twitter account, or if you already have an account, simply log in
• Click the "follow" button to follow Allegiance and automatically receive our tweets.

Company Blog

• Go to the Allegiance Blog Page

 

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