CloudMR Adaptive Technology

versus

Traditional Survey Monkey Survey

19 September 2014

Background & Objectives

• Three-fourths of market researchers say surveys are too long and response rates are too low; customers agree

• CloudMR says that Adaptive technology is better than traditional surveys

• Objective: Contrast Adaptive & traditional

– Replacement for rating scales

– Quantifies open-ended comments

– Reduces effort

– Tolerates low sample sizes

2

Executive Summary • Adaptive survey got 40% more responses

• Adaptive results mostly match the traditional rating scales results

• Adaptive collects & ranks new ideas not even conceived in the traditional design

• Adaptive quantifies open-ended comments effectively even at very low sample sizes

• The demographics and overall ratings are the same for both survey types

3

Responses

4

eMail (Survey Monkey sent first): We are demonstrating the difference between Survey Monkey style surveys and CloudMR style surveys. Please participate in this short survey about your last customer support experience. [https://www.surveymonkey.com/s/86KFC3N / http://surveys.cloudmr.com/4FD5F30B-0F24-4F9A-B46B-E17AF6D02A16/take]

Thanks. Gene

CloudMR Intro: Please tell us about your last customer support experience that you remember. There are 4 questions -- all on this page.

Survey Monkey Intro: Please tell us about your last customer support experience that you remember. There are about 20 clicks on 4 pages.

123

88

123

86

CloudMR

Survey Monkey

Starts

Starts

Completes

Completes

Samples

30%

26%

21%

12%

1%

2%

7%

29%

36%

15%

8%

5%

1%

6%

Totally satisfied

Very satisfied

Somewhat satisfied

Neither satisfiednor dissatisfied

Somewhatdissatisfied

Very dissatisfied

Totally dissatisfied

CloudMR n=123

Survey Monkey n=86

5 Overall, how satisfied are you with the last customer support experience that you remember? Please indicate your gender. Which one of the following includes your age?

• Responses came from the same panel • As you would expect, the overall satisfaction and

demographics are statistically identical

CloudMR Survey Monkey

Male 70% 58%

Female 30% 42%

Age 18-24 2% 2%

25 to 34 26% 22%

35 to 44 28% 26%

45 to 54 23% 24%

55 to 64 16% 22%

65 or older 4% 2%

Refused 0% 1%

n= 123 86

Results Comparison

6

CloudMR Survey Monkey

Take responsibility 1 (New) Not asked

Status updates 2 11

TTR 3 10

Opening case 4 3

Train representatives 5 (New) Not asked

Escalation process 6 1

TTFR 7 6

Website 8 2

Add CHAT support 9 (New) Not asked

TCO 10 4

Implementing solution Not mentioned 9

Rep solution Not mentioned 8

Time to diagnose Not mentioned 7

Time to reach rep Not mentioned 5

Rank

Item• The adaptive technique

picked 6 of the top 10 and 7 of the top 11 issues identified by the traditional technique

• In addition, Adaptive identified 3 additional top-10 ideas not even considered by the researcher

• The traditional survey tested four ideas that respondents didn’t feel important enough to even mention

CloudMR Results

7 What new features should we add to CA Clarity PPM to increase the chance that you would recommend it to colleagues who have a need for project and portfolio management

Timely status reports

Take responsibility

Faster TTR Make easier to

open case

Train Reps

Faster TTFR

Improve website

Improve escalation

process

Add CHAT support

Reduce TCO 5%

7%

9%

11%

13%

15%

17%

19%

22% 27% 32% 37%

Pri

ori

ty

Agreement

n =123

• Quantified categories to improve

• Drill down to actual comments

Keep me informed about the status

Customer Service / Support with responsibility.

Faster time to resolve my issue - 24 hours

31%

31%

25%

30%

30%

29%

28%

28%

26%

24%

27%

25%

25%

23%

18%

43%

38%

41%

36%

35%

33%

34%

33%

35%

36%

29%

31%

29%

24%

27%

Rep communication

Rep diagnosing

Rep Courtesy

Rep knowledge

Rep status updates

TTR

Implementing solution

Rep solution

Time to diagnose

TTFR

Time to reach rep

TCO

Opening case

Website

Escalation process

Totally Satisfied

Very Satisfied

45%

47%

54%

56%

56%

60%

61%

61%

62%

62%

66%

65%

66%

69%

74%

• Traditional methods incorrectly identify the escalation process and the website as issues – many respondents simply didn’t care and rated these in the middle of the scale

• It is difficult to identify the proper order since the results are so close together; 8 of the scores shown are between 60% and 66% - statistically in a too close to call

Survey Monkey Results

8 Thinking about the customer support process, please rate each of the following.

Recap

• Expect 40% increase in total participation for Adaptive technology Response

• Same top improvement areas 6 of 10 times

• Adaptive produced additional insights not anticipated by the research design

• Adaptive is 2 dimensional, traditional is 1

Adaptive vs. traditional

Results

• Can replace a series of rating scales

• Quantifies open-ended answers

• Works well with a relatively low sample size

Adaptive Technology

9

Adaptive: Provides faster & easier

design, superior response, similar

results from 1/10th the number of

questions, extra insights, works with

small sample

Thank you

Your feedback is appreciated

Lee Parnell, President

lee@cloudmr.com

APPENDIX

Methodology

• A panel of respondents was asked to participate in two surveys

• One traditional rating-scale survey was conducted on Survey Monkey

– 20 questions were asked: 17 rating scales, 2 demographic & 1 open-ended

• One Adaptive survey was conducted on CloudMR using Adaptive technology

– 4 questions were asked: 1 rating scale, 2 demographic & 1 adaptive

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Adaptive Technology

Some top ideas and

some new ideas

Initial ideas

Idea Pool

Select Ten

• Question about any topic? Select the ideas you agree with and drag them into priority order • Idea • Idea • Idea • Idea • Idea, etc. • Add your own ideas

Adaptive Question

Get answers and new ideas New Ideas

Invite Any Group to Participate

Details

plus

respondent ideas

An advanced market research methodology that replaces traditional open-ended questions and rating scales

Adaptive Surveys®

• Deliver actionable improvement ideas

• Uncover drivers you didn’t even ask about

• Prioritize touch points, themes, sub-themes and comments

• Float innovative ideas to the top – even if only one customer mentions it

• Set up in minutes and deliver results in hours or days

• Are short and conversational, resulting in high response rates & low drop-off rates

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