CloudMR Adaptive Technology versus

Traditional Survey Monkey Survey 17 September 2014

Background & Objectives

•  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

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Executive Summary •  Adaptive survey got 40% more responses •  Adaptive results usually 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

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Responses

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eMail:  We  are  demonstra,ng  the  difference  between  Survey  Monkey  style  surveys  and  CloudMR  style  surveys.  Please  par,cipate  in  this  short  survey  about  your  last  customer  support  experience.    [Link]  Thanks.    Gene  

CloudMR  Intro:  Please  tell  us  about  your  last  customer  support  experience  that  you  remember.  There  are  4  ques,ons  -­‐-­‐  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  sa,sfied  

Very  sa,sfied  

Somewhat  sa,sfied  

Neither  sa,sfied  nor  dissa,sfied  

Somewhat  dissa,sfied  

Very  dissa,sfied  

Totally  dissa,sfied  

CloudMR  n=123  

Survey  Monkey  n=86  

5 Overall,  how  sa,sfied  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  sa,sfac,on  and  

demographics  are  sta,s,cally  iden,cal  

CloudMR Survey  MonkeyMale 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

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CloudMR Survey  MonkeyTake  responsibility 1  (New) Not  askedStatus  updates 2 11TTR 3 10Opening  case 4 3Train  representatives 5  (New) Not  askedEscalation  process 6 1TTFR 7 6Website 8 2Add  CHAT  support 9  (New) Not  askedTCO 10 4Implementing  solution Not  mentioned 9Rep  solution Not  mentioned 8Time  to  diagnose Not  mentioned 7Time  to  reach  rep Not  mentioned 5

RankItem

Verba,m  Ideas  

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  por[olio  management    

Timely  status  reports  

Take  responsibility  

Faster  TTR  Make  easier  to  open  case  

Train  Reps  

Faster  TTFR  Improve  website  

Improve  escala,on  process  

Add  CHAT  support  

Reduce  TCO  5%  

7%  

9%  

11%  

13%  

15%  

17%  

19%  

22%   27%   32%   37%  

Priority  

Agreement  n  =123  

•  Quan,fied  categories  to  improve  

•  Drill  down  to  actual  comments  

Keep  me  informed  about  the  status  

Customer  Service  /  Support  with  responsibility.  

Faster  @me  to  resolve  my  issue  -­‐  24  hours  

Survey Monkey Results

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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  communica,on  Rep  diagnosing  Rep  Courtesy  

Rep  knowledge  Rep  status  updates  

TTR  Implemen,ng  solu,on  

Rep  solu,on  Time  to  diagnose  

TTFR  Time  to  reach  rep  

TCO  Opening  case  

Website  Escala,on  process  

Totally  Sa,sfied  

Very  Sa,sfied  

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

Recap

• Expect  40%  increase  in  total  par,cipa,on  for  Adap,ve  technology  Response  

• Same  top  improvement  areas  6  of  10  ,mes  • Adap,ve  produced  addi,onal  insights  not  an,cipated  by  the  research  design  

• Adap,ve  is  2  dimensional,  tradi,onal  is  1  

Adap,ve  vs.  tradi,onal  Results  

• Can  replace  a  series  of  ra,ng  scales  • Quan,fies  open-­‐ended  answers  • Works  well  with  a  rela,vely  low  sample  size  

Adap,ve  Technology  

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Adap:ve:  Provides  faster  &  easier  design,  superior  response,  similar  results  from  1/10th  the  number  of  ques,ons,  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 12

Adaptive Technology

Some  top  ideas  and  some  

new  ideas  

Ini,al  ideas        

Idea  Pool  

Select  Ten  

•  Ques,on  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  

 Adap,ve  Ques,on  

Get  answers  and  new  ideas  New  Ideas  

Invite  Any  Group  to  Par,cipate  

Details  

 plus    

respondent  ideas  

An  advanced  market  research  methodology  that    replaces  tradi,onal  open-­‐ended  ques,ons  and  ra,ng  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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