Tribal Voice » Product

Law Institute of Victoria – Survey Design Review

katetribe — Fri, 27 May 2011 05:10:24 +0000

We recently interviewed the Law Institute of Victoria about our Survey Design Review, here is what they said:

How did you find the process of getting the feedback?
I contacted Tribe Research to provide urgent feedback for a key survey we were asked to run. They were so understanding, which meant that there was no anxiety that Tribe Research would miss the business deadline for their feedback on our proposed questions.

Was the feedback useful?
The feedback was very useful as we could easily reframe some of the questions to get the best response.

Was the report easy to understand?
The report was easy to follow and it was easy to amend the feedback suggestions within the original survey.

Did you implement the changes?
We implemented the changes because we wanted to ensure that we were framing the questions as per the professional advice and expertise of Tribe Research.

Would you recommend the survey design review product to your colleagues?
Yes. It is always difficult, especially for longer surveys. For me, it is important to know that you are getting the best out of a question and that it will provide meaningful data. Sometimes being too close to a survey you are creating can impact on the question structure. Having a set of expert eyes as a second opinion was reassuring and helpful.

What was your overall impression of the Survey Design Review?
The Tribe Research team are professional, extremely helpful, understand what your objectives are and make you feel assured that your timelines will be met. Most of all after the feedback, you feel like you are sending out a great survey.

Musica Viva – Survey Design Review

katetribe — Sun, 30 Jan 2011 02:50:43 +0000

Case Study – Survey Design Review – Musica Viva

Musica Viva is an independent non-profit arts organisation, sharing the delights of chamber music with audiences throughout Australia, and presenting over 2400 concerts in capital cities, regional communities and schools.

They offer a special experience for professionals new to Musica Viva at the Sydney and Melbourne concerts. Young Professionals network before the concert, and meet a guest speaker giving insights about the music they are going to hear. The guest speakers have included composers, musicians and educators. Young Professionals also receive an exclusive invitation to attend interval drinks with other special guests.

The following day a feedback survey is sent to understand their views of the event and if they would attend again.

Musica Viva asked Tribe Research to review their survey.

The survey was set up in Survey Monkey and consisted of six screens, as following.

Below that is the feedback we provided as part of the Survey Design Review. The feedback is provided as a PDF document so Musica Viva could make changes they’d like to adopt.

Dear Musica Viva,

Thank you for requesting Tribe Research’s Survey Design Review. We’re pleased to be presenting you with our feedback.

You’ve decided to do the survey online and we feel this is appropriate as the majority of your target population have supplied their e-mail addresses and are used to receiving information in this format. We’ve provided feedback with this methodology in mind as certain questions are more and less suited to certain methods of data collection.

The report is on the following page. There are three key sections:

Must Change [Red] are aspects that must change in your survey for it to be beneficial for you.
Recommend Change [Orange] are aspects that we recommend you change for your survey to have a better outcome.
Strengths [Green] are aspects that we recommend you don’t change.

For each of the key sections, we’ve broken it into five themes so it is easier for you to follow.

Cover Letter that we recommended you send to us for review
Order of the questions and flow so that participants remain engaged
Questions that we have specific comments about
Thank you to your participants and acknowledgement of their input
Other aspects

If, after you’ve collected your feedback, you would like the data professionally analysed, contact us for a quote.

We also have tools for you to analyse your data yourself in a visual format that is easier to absorb and interpret. CloudMaker makes word clouds, similar to tag clouds, where common words are large and less common words are small. This enables you to clearly see the language your tribe uses. Also, for rating questions utilising importance and satisfaction or performance scales, you can import the data into ActionMap which will present the results on a grid or map so you can see the priorities for marketing and business planning.

If you would like to design your next survey in a Masterclass environment then Kate Tribe hosts these for small business and member organisations.

We’d love your feedback – both positive and negative (so we can improve). If you have any comments, please let us know by return email or phone +61 2 8096 2546.

Happy exploring!

Tribe Research

Must Change	Cover letter	E-mail: Standardise email to include the length of time to complete. If there is an incentive, include details of what and how to be included. Standardise 1^st page to include Thank you / acknowledgement of attendance or intention to attend Explanation of the survey purpose Privacy disclaimer Incentive info Length Change the length from 2 minutes to 5 minutes as that is more accurate.
	Order
	Questions	Q4 – add At least to (once or twice a week) Q5 – Change wording to – Do you or did you ever play a musical instrument either as a hobby or professionally? Yes, as a hobby Yes professionally No Q6 – Change wording to – Which of the following artistic organisations have you attended a concert for in the last 12 months? Q7 – Change wording to – Before the recent “Young Professionals” pre-concert event and performance of the Atos Trio from Berlin, have you ever attended a Musica Viva concert? Q8 – Change wording to – Based upon your Atos Trio concert experience, would you attend a future Musica Viva chamber music concert? Q12 – Change wording to – Now, thinking about the pre-concert drinks and talk, how could this part of the event be improved? Q16 Change to – Thinking back to last night, what are the first three words that come to mind?
	Thank you
	Other	‘Australianise’ the spelling (remove the ‘ize’ and replace with ‘ise’). Make the header background white rather than blue so that the logo is seamless with the rest of the header.
Recommend Change	Cover letter	Upload your database file so that personalised links can be sent to participants, this will also allow you to start the email invitation personalised with their name and include all the information so that when they click on the link they will start with the questions.
	Order	Change order to have the general music related questions at the front to ‘warm respondents up – so move Q4, Q5 and Q6 to Q1, Q2 and Q3. Suggest wording at start to say: Firstly, we would like to know a little more about your interest and exposure to chamber music….
	Questions	Q1 – Change wording to – Thinking about the Atos Trio concert, how much did you enjoy this concert, using a scale of 1 to 5 where 1 means ‘did not enjoy at all’ and 5 means ‘enjoyed completely. Doing this will allow you to create a mean score as well as % for each individual score.
	Questions Continued	Q2 – Remove word ‘Very’. Add a character or word limit instruction in brackets Q3 – Change the statements to ‘I’ statements: I am interested in the music / performer I am curious about the chamber music concert experience It is an opportunity for me to socialise and network with people I received a personal invitation I received a free or discounted ticket Q4 – Change to a grid that has: Radio Recordings (such as CD’s) Concerts And the scale across the top. Q8 – Change wording to – Based on your experience at …, how likely would you be to attend a future Music Aviva chamber music concert? (Please use a scale of 1 to 5 where 1 means definitely not re-attend and 5 means definitely would re-attend). [This will allow mean scores to be created. If implemented change logic accordingly]. Q9 – change / add ‘like’ to music / artist related options Q9 – add option that relates to the venue. Q11 – Change wording to: Musica Viva concert ticket prices at City Recital Hall Angel Place range from $31 (Saturday matinee) to $105. How likely would you be to purchase a ticket to return to a Musica Viva concert? (Please use a scale of 1 to 5 where 1 means ‘definitely would’ not and 5 means ‘definitely would’).
	Thank you	Move the Thank you for filling out this survey! To be underneath If you would like to be added to the Musica Viva… and change to Thank you for your feedback, it will assist in improving the Young Professionals program. We hope to see you at the next concert.
	Other	Survey Monkey allows you to personalise links so that they are easier to remember: eg: www.surveymonkey.com/s/mvasyd_atos Redirect could go to blog so they could read more about the concert, rather than the MVA home page.
Strengths	Cover letter	Short and encouraging participation.
	Order	General order and structure of the survey was good. Good having the personal questions at the end.
	Questions	Good use of rules so that survey experience is shorter for participants.
	Thank you
	Other

Their feedback

Kate and her team conducted a Survey Design Review for a campaign to the Musica Viva Young Professionals. Young Professionals guests are brand-new initiates into our world of chamber music concerts, so it’s of utmost importance that we get to know them asap, and thanks to Kate and her crew, we’ve gained vital insights into tightening up our survey campaigns. Now we can move ahead knowing that results are clear, concrete and consistent. And the Tribe Research folks are great to work with!

LaRoo – Masterclass

katetribe — Tue, 30 Dec 2008 14:00:34 +0000

LaRoo, the owners of Mocks mobile phone socks

Launching in 2004 with 12 designs, LaRoo needed to undertake market research to identify designs to produce for the next Mocks season. Whilst LaRoo CEO, Lara Solomon, had a background in marketing and a general idea of creating questionnaires she was lacking practice.

Masterclass hosted by Kate Tribe

LaRoo CEO, Lara Solomon attended our Customer Feedback: for small business workshop in 2006.

The challenges for LaRoo were:

to increase understanding of survey design; types of questions and how to ask them
to create a survey to see if LaRoo’s monthly store newsletters (mailed at a cost of $150 plus time each month) were really valued and used by the retailer recipients
to develop an alternative to face-to-face research on the popularity of potential Mock designs, as these could only be collected in Sydney hindering nationwide predictions

Lara came away from the day with the tools for several new initiatives she has since implemented in her business, including:

A survey for retailer customers, to explore their thoughts on service, the newsletter and promotional items. It has become an annual barometer of business performance and confirmed their newsletter was valued and service levels to retailers were about 90%. Since the workshop the survey has been instrumental in deciding on point of sale materials for stores.
Redevelopment of an existing Mock design range survey, with improved questions and an online survey tool. The new survey had increased survey participants from about 100 to 300, broadening the range of participants and making it easier, cheaper and quicker for LaRoo to collect and analyse their research.

Overall, Lara’s attendance at our Masterclass increased LaRoo’s productivity, reduced their risks and enhanced their sales.

Lara has since sent other LaRoo team members to the Masterclass, to ensure that as Lara moves into other areas of the business, she maintains consistency when conducting research and their surveys are still designed to produce optimum results.

Lara was the 2008 NSW Telstra Micro Business Award winner and has published the book, Brand New Day.

Song Division – Schema

katetribe — Sun, 30 Dec 2007 14:00:52 +0000

Case Study: Song Division

How do you turn your tribe into raving fans? Most small businesses know they should be doing things like feedback forms, identifying trends, understanding your best and worst customers… but they often find it’s still on the “to do list”. Song Division knew they needed to do these things, and enlisted our help in developing a Know Your Tribe Strategy.

Song Division is a unique employee bonding experience where people – usually a group of employees – get to work with real musicians in professional venues.

Their clients bond by composing and recording their own song: no musical experience is required, but all employees get to act like rock stars!

Their first year focused on getting themselves out there, bringing in clients and coming up with ideas. However, Song Division soon realised that they needed feedback systems and procedures to ensure the continued growth of the business.

This is a common realisation in small business! While Song Division is a unique company, their business issues aren’t.

First, we had a great day at a Song Division session with staff from a large corporate. After reviewing the existing systems and procedures with Andy Sharpe (Managing Director), we discussed where he wanted the business to go, and who Song Division’s important stakeholders were. These are all crucial steps in developing a plan for collecting meaningful data.

Next, we set to work developing a strategy that Song Division could implement immediately. We went through the following steps:

analysed how their clients moved through the buying cycle (looking at both the client company and their employees who participate, as well as event companies on-selling Song Division)
designed separate surveys to collect relevant and usable data from each important stakeholder group
developed a plan of when and how to conduct surveys for each of these groups
designed a database plan to match the strategy so the data could be recorded in an easy and practical way

Song Division can now set up a database to be sure that their data will be collected and recorded in a consistent way. Now they won’t overlook changing client needs, and their knowledge will be continually updated.

Building a data strategy into your ongoing systems and procedures means you won’t have to go out of your way to get important information about your tribe – you’ll already have it!