Always enjoy reading your posts, and learning new technologies, latest trends and more. Being that I work with OpinionLab, and have gone through some of the comments, I recognize the many positive attributes 4Q presents, in the VoC category that our organizations share, and yet I find it that it should not be a matter of choosing page specific versus site wide, as it would be equivalent to choosing a car radio over having speakers. Each suits its own purpose, reveals different metrics, and although both ask a user to provide insight, both are approached differently by the users.

When I speak with prospective and current clients I recognize the placement and value thereof, having a page-specific, user-invoked (non-intrusive) capability to bring the “why” of analytics on to a page level site quality monitoring and feedback by a user to hone in on real-time issues pertaining to that specific page. (a frustrated user will lose respect for a credit card company when the link to receive a 0% credit card is not working, and unless there is a quick way to rush a red flag to that location, the next 1000 people may also walk away)
Survey tools (such as 4Q) benefit analysts and marketers in capturing overall feeling of their experience, help determine WOM, or NPS and gain that high level overview of what their experience was upon finalizing the tasks on a site-wide level.

The core differences between the two are:
• Location of feedback source
• Approach to requesting feedback
• Metrics provided by the feedback given
• Purpose and Action of feedback gathered
• Project (Survey) versus Ongoing (OL)

You and I both know, as users go through web pages in lighting speeds, capturing them on a problem page, or site wide market research is priceless but each (iP & OL) offers core benefits the other do not. I see marketers gather data via specific survey platforms and make business decisions based on the end results. I also see usability and customer insight making site management decisions in a quicker motion to ensure revenue is not lost from page specific feedback. Each alone is great, but having both is awesome.

As much as I enjoy competition, I have to say that comparing the two for the same project means either we as organizations have failed to voice our core capabilities, or the marketers are unsure of what results they are exploring. In the end, I believe both applications can continue to grow some of the most customer-centric platforms in the world, and get customers from talking around you, to directly with you.

…sorry for the long explanation, and hope you are doing well. Almost done reading your book…good stuff. Let me know if you have Q: mbilotas@opinionlab.com

The video at his post gives a compelling argument of why the data this kind of survey produces - the voice of the customer- is so valuable for showing what people are actually trying to do on your website.
[...]

Too bad it is not currently available in french. I would be very interested in being able to translate it for you… Can you e-mail me if you are interested ?

Thanks a lot Avinash

Thomas

Judd: I think “web 2.0″ for stealing is called borrowing! :) Borrow away!

-Avinash.

Best Regards From Portugal

Jorge Cunha

You continue to make this here e-world a better place. Good on ya.

I’m all inspired to come up with something on my own now. Something original… or at least really easy to steal. Hahhaha…

Good luck man.

Avinash and Iperceptions have launched a new type of survey aimed at answering important questions efficiently. Did I mention that its free.
A true permission based on-exit survey that provides an easy to deploy, easy to use and easier still to analyze…

best,
Kelly

It is the optimal way for you to get support, ask other questions, make suggestions and generally have a ball with the community. Please check it out.

Even though it is just a week since launch we have already made some improvements!

+ The survey invite is slightly more eye pleasing.

+ We have added the ability to edit your account (so you can change most of the stuff now).

+ We are going to allow you to update/change your logo.

+ There is better reporting of open text VOC (the report shows you the segment you have selected, doh! :).

More ability to edits are on their way, as are more languages (there has been a huge demand for this!), and we are looking to do more on the invite (this is my personal passion).

All your suggestions are excellent, the team and I truly want this to be customer driven innovation so please keep it coming.

This is a 100% free no strings attached, no bugging involved, faith based initiative. You can expect us to keep innovating at a nice clip, but we do request your patience. We’ll balance our costs while delivering high value to you.

BryGuy :I am glad you found the survey to be valuable. This is a great example of how your conversion might not be high and without the survey you might only be able to guess why people were not buying!

Segmenting by keyword is more complex than might be apparent, it would need merging with your web analytics tool (itself a non trivial task). But it is something that is on my mind and perhaps in the future there might be a easy way to do that.

Thanks so much for sharing the story with all of us!

Shelby:I touched on Page and Site level surveys here:

Eight Tips For Choosing An Online Survey Provider

Part One, point number 3.

Page level surveys solve for something Site level can’t, so each has it own unique use. But one thing is for sure that they are not interchangeable.

So call ‘em, stress test them with questions I provide in the above post, then make up your mind. :)

On your second point, survey length it really depends on the survey experience (survey presentation, actual look and feel, number of questions).

If you do a pop up in the middle of the customer session with a long list of 30 questions you might as well kiss that customer good bye. But if you show the survey no exit, like 4Q, and have a more ajax driven experience, like 4q, (for example no need to click next, once you answer a question the next question automatically shows up) then you can actually show as many as 25 questions and get a very high response rate.

Because the customer experience is good (both the invite and taking the survey itself).

There is some drop off observed in studies after 25, though if you target the right audience (people love to talk!) then you can do up to 40, though between 25 and 40 we observe drop off.

Is it not astonishing how patient people are when presented with the right experience? I was personally shocked! But after hundereds of these studies my initial doubts have been proven wrong (though I stay under 25 (!) and make it a pleasant experience, i.e. no questions puking).

Mike: Duly noted.

PS: I absolutely adore your dashboard! Excellent effort, very impressive!!

Travis: By callback you mean how many people saw the survey and choose yes or no?

If that is the case…

We are planning to add a response rate report that will show you some of this data. It is already on the to do list so please hang in tight.

Thanks everyone, and enjoy the ride!

-Avinash.

- if they’re redirected to the survey page
- if they hit yet
- if they hit no

You could then do ga tie-in.

The dashboard is great to read too - only request is a custom calendar control please! I’d love to be able to take the satisfaction score and dump it in here

All the best,
Mike