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Posts Tagged ‘Online surveys’

Wise Man Marketing

July 15th, 2009

It’s a sunny morning and you’re sitting in your office. With a cup of hot coffee by your side and memories of the weekend’s activities still fresh in your mind, even if you say so yourself, today at least, life is sweet.

As you take a sip of your morning cappuccino a rush of cool air blows through the room and you catch a movement from the corner of your eye. As if from nowhere there is now an impeccably dressed stranger sitting in the chair opposite. You are surprised; you didn’t hear anyone knock and just as you are about to ask who he is he begins to speak in what can only be described as a calm and reassuring voice.

‘Here is the deal’

‘I will advertise your product on billboards at the busiest junctions of every city of the world.’

‘I will be able to tell you how many people see the advertisement, their nationality, gender and age group.’

‘I will tell you what they think of your product and in many cases I will give you their contact details. While they are reading the billboard I will make it possible for them to view your website and, if they feel the urge, make a purchase.’

‘I will have all this ready in two days and it will cost you less than a small advertisement in your typical trade journal.’

He stops talking for just a second. ‘Interested?’

Now you might think that such an offer was too good to be true, you might think that you are going to wake up soon or maybe that it really is time to get a lock on that office door.

But let us just take a minute. If you are still reading this I am that man who has come from nowhere and offered you a deal.

The advertising site is on the Internet and the billboard I’m offering is the humble online survey.

Stop for a second and start to associate an online survey not with ‘market research’ but with ‘marketing’. Not any type of marketing but ‘Marketing’ with a capital ‘M’ and in flashing neon lights. Marketing that is low cost, effective, direct and quick.

Publish an online survey and advertise it on a website, or via email, and like a billboard by the side of a major road junction, your message will appear in front of people. Unlike billboards where it has to be estimated as to the number of people actually see an advert, the online survey records the number of times a survey is started.

Surveys can ask demographic questions such as gender, age and nationality and in doing so you are obtaining metrics about the effectiveness of your promotion and are interacting with the respondent on a one-on-one level.

Unlike a billboard where the message can often just be subliminal with an online survey you have the opportunity to connect with the public to find out what they really think about your product, how it relates to them, how it is perceived.

Using an online survey website it takes only minutes and hours to create a survey and using the power of the Internet an online survey can reach hundreds of thousands of people on a daily basis.

Even if you offer a prize as an incentive for people to complete the survey or use Pay Per Click advertising to capture a wider, or more focused audience you will still have low cost but effective marketing.

‘Tell me then. Do we have a deal?’

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Market Research Will Help Make a Good Company Better

July 11th, 2009

By conducting effective market research what you can learn?

Know your customers – Market research will help you better understand your customers in a number of ways including demographic information such as their age, gender and geographic spread. The better you know your customer the easier it is to fine tune your product or service towards the target market.

Know your target market - Who exactly are your existing customers and where do they live? What age group does your product or service appeal to? Do you know who your potential customers are and where they live?

Know your competitionMarket Research will help you measure your service compared to others. What are the strengths and weaknesses of your organization and are you improving in the right areas?

Products and services - Do you have the products or services that people want? Is what you offer value for money? How do your services and products compare to those of your competitors? If you have a product can you, do you, should you deliver directly to your customer?

Ease of doing business – Do your customers find it easy to deal with you and when they visit your store and/or website do they find what they want? Is there enough good advice and assistance on hand? Do you make it easy for your customers to buy? Are all your staff properly trained, knowledgeable, helpful and available?

Marketing – Is your marketing reaching the right people and is the marketing message clear and effective. Which are the least effective and what are the most effective marketing channels?

Do people understand your marketing message? Does the marketing material properly represent your brand? Are the right channels being used to advertise? Are you reaching the right people?

With the power of the Internet it is now very easy to conduct market research using one of the many online survey software sites that make conducting surveys and collating good market research intelligence quick, easy and extremely cost effective.

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A Website Survey Makes Sense

July 11th, 2009

There are many tools available to a webmaster to analyse website traffic allowing them to monitor the number of visitors, see what pages have been accessed and even the length of time each visitor spends accessing the website.

However, despite the considerable data available what is missing is anything to tell the webmaster what the visitor was thinking. Did they dislike the website? Was the layout easy to understand or just plain confusing? Did they find it easy to navigate and maybe the most important thing, did they find the information they wanted?

A website may be generating sales but why are there some people that are visiting the website and not buying anything? Was it because they didn’t like what was being offered or they couldn’t find what they wanted?

Website surveys provide webmasters with an excellent and accurate method of answering these types of questions. Direct feedback from the website visitors means that there is no longer the need to guess, just ask the visitors how they found the site and if they found what they were looking for.

With an online survey webmasters can find out:-

  • How often do people visit the website?
  • How did they discover the website?
  • Is it for business or pleasure that they are interested in the website?
  • Was the information they were looking for found on the website?
  • How easy did they find navigating the website?
  • Would they recommend the website?

A good website survey will be short and to the point and gather good intelligence that once analysed will help improve the website.

Another alternative to a traditional survey is to embed one or two survey questions within the website after specific procedures. One example would be to ask visitors at the end of the registration process if they found the procedure quick and easy; another example would be after ordering an item the customer could be asked if they found the ordering procedure and payment methods to their liking. To ensure that the questions don’t become repetitive to regular visitors the website can be programmed so that the questions are only asked once per registered user.

Website surveys take the mystery out of working out what visitors think of a website and using Online Survey Software they are quick and easy to design and once implemented will really become the webmaster’s assistant.

To see a sample website survey please follow the link: Sample Website Survey

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Why Is Market Research Important?

July 3rd, 2009

Market research is an essential element of any organization that wants to offer products or services that are focused and well targeted. Business decisions based on good market research can minimise risk and pay dividends. By making market research part and parcel of the business process and conducting market research throughout the life cycle of a product or service market research will bring the following benefits:-

 

  • Market research will help you better communicate - Your current customers experiences are a valuable information source, not only will they allow you to gauge how well you currently meet their expectations they can also tell you where you are getting things right and more importantly where you are getting things wrong. By asking you take the guesswork out of customer services and demonstrate to the customer that you care.
  • Market research helps you identify opportunities – If you are planning to launch a new product and want to know how people will react then market research will help, not only in predicting how well the product will be received, but also by testing the marketing message to see if that needs to be adjusted.
  • Market research will minimise risk - Market research can help shape a new product or service, identifying what is needed and ensure that the development of a product is highly focused towards demand.
  • Market research creates benchmarks and helps you measure your progress - You need to be able to measure so that you can ensure that your organization is always improving. Early research can identify flaws in your service or areas where a product needs to be improved, by conducting regular market research it will identify if improvements are being made and, if positive, will in turn help motivate a development team.

Considering the benefits that market research will bring to any organization it is perhaps surprising how few businesses invest sufficient resources to gather good intelligence that will help them improve business. Many may think that market research takes too much time and effort but that is just not the case anymore as through the power of the Internet online survey software is readily available and vital market research data can now be gathered in a quick, simple and cost effective manner.

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Market to the Online Generation Using Surveys and Questionnaires

July 1st, 2009

Your customers are demanding. They are extremely media aware and increasingly cynical and it is a clever marketeer who can get under their skin. Online surveys reinvent the traditional format – bringing all the benefits of the Internet without the programming. Here are ten reasons why they may be the silver bullet marketeers’ need, complete with examples supplied by Martin Day, managing director of Survey Galaxy - one of a new breed of websites making online surveys quicker and cheaper

1. It’s cheap as chips
Select the right survey website and creating surveys can be free of any charge and the cost to publish excellent value for money.
Useful information derived from surveys can be reused and repackaged in other marketing and PR for use in press outlets making it a very efficient form of information gathering.

2. It’s easy peasy
Anyone can develop an online survey. Create professional looking online surveys in a matter of minutes, no programming skills are required and when published the surveys are simple to complete.

3. Invite the world
Once the survey is online it is a simple step to promote it the most popular methods being either through email (with a link enclosed) or via a link from a website. Anyone who has the URL can be connected instantly to the survey, at a time that’s convenient to them, 24×7.

4. Everyone has got an opinion – and likes to give it
Customers like surveys – they’re not seen as spam, but as an empowering opportunity to make their voice heard and a chance to have an impact on a brand. They can be particularly good for change management projects; a survey asking a workforce on their opinion of change allows the key issues to be raised in a positive manner and encourages employee participation. Online surveys allow the message to reach each individual and invite feedback in a manageable form.

5. Get inside your respondent’s head
A customer may see an advertisement but you can’t be sure they have read it. Surveys have the advantage of engaging each respondent, who thinks about the question before giving their response.

6. Beautiful relationships start here
It needn’t all end once a survey has been completed – while you have their attention you can ask if they want to sign up for more information or a regular newsletter – making the most of the window when you have their interest.

7. If you like this, you’ll love…
One of the most important benefits of a survey is the ability to make inspired or useful connections instantly to other areas. By embedding links within the survey to other websites that offer more detailed information you are able to reinforce the marketing message.

8. The soft sell
Surveys can help associate, in the mind of the respondents, a product with a number of positive attributes. By listing the features of a product and asking the respondent to say how important they are to them, regardless of their response, the respondent will associate the product with the features.

9. Not just marketing
A survey is an effective, quick and easy method to promote and gain acceptance for a difficult proposal; maybe a public body trying to gain acceptance and support for a particular scheme.
Take the example of a city trying to gain support from the general public for their bid to host a future Olympic Games. With a survey you have the opportunity to explain each benefit putting the respondent in a much better frame of mind to appreciate an argument and be more positive in their response. Unlike other forms of marketing as well as promoting a cause, useful feedback can be gained that can then be used to fine tune the overall marketing strategy.

10. Engage your target group
By thinking laterally a lively and imaginative approach to surveys could provide a ‘hook’ to engage respondents. The survey subject can be targeted towards a particular group on a subject close to theirs hearts. A survey’s marketing message can take the form of a simple brand awareness message by stating that the survey is being sponsored by brand name, or by finding a link from the subject matter to the product – something that is surprisingly easy and highly effective.

Attract traffic by providing a Public Survey section as many people who enjoy completing crosswords and doing word puzzles enjoy completing surveys. A public survey notice board is a low cost and automated method that will help increase traffic and establish a loyal and returning following. Unlike discussion boards there is no opportunity for people to disrupt the site by inappropriate remarks as the survey results are displayed in summary form enabling them to dispense with moderators and maintenance.

Customers do not often view surveys as spam and the majority welcome the opportunity to make their voice heard and a chance to have an impact on a brand.

Many of the techniques and a few more are contained in the following Sample Marketing Survey.

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How to Write Effective Customer Satisfaction Surveys

June 17th, 2009

Why bother?

The life blood of any business is good customer service. Although you should try and attract new customers good customer service will help generate customer loyalty and encourage repeat business. With each satisfied customer your business will secure many more customers through word of mouth and you should always keep in mind that if you are not taking proper care of your customers there is always a competitor that will.

A Customer Satisfaction survey will help you not only identify problem areas but will also demonstrate to your customers that you care and are proactive in looking for ways to improve the service that you provide.

 

Where do you start?

Objective - Before you start compiling your survey you should first consider what the objectives of the survey are, in that way you will remain focused and find it easier to decide what questions to ask.

Analysis - Once the survey has been completed consider how you will analyze the answers.

Keep in mind that ‘closed’ questions (where the respondent is asked to choose from a limited number of responses) are easier to analyse than ‘open’ questions (where the respondent can reply in anyway they want).

Much will depend on the volume of respondents, the higher the volume the more important it is to have an easy method of analysing the results.

Opportunity – Keep in mind that as well as obtaining valuable market research data customer surveys are also a good way to advertise aspects of your service that your customers may not be aware of.

Before you publish the survey confirm that the questions you have asked will provide you with market research data that when analysed will help you make informed decisions.

Next, read through the survey from a marketing view point, check that you have phrased each question so that every opportunity has been taken to promote your business?

The ideal question will perform the following three functions:-

  • Market research - provide valuable feedback to help you improve your customer satisfaction levels and in turn your business
  • Marketing - promote aspects of your business
  • Information/Education - advertise a service that you provide that your customers may not have been unaware of

For example:- Do you find the in-store baby changing facilities useful?

In asking this question the store will hopefully not only receive useful feedback on the baby changing facility but they will also promote the store as being a child-friendly and caring store even to those the customers who do not actually require the facility.

Warts and all – to benefit most from a customer survey you need to be prepared to dig deep and accept the worst.

A customer satisfaction survey should be designed to highlight problems so that they can be addressed; regular customer satisfaction will prevent complacency and will also give early warning on where your competitors initiatives may be losing you business.

 

What questions should you ask?

Although it is a given that each business is likely to have specific and unique factors that are important in providing good customer services there are common areas that are relevant to all businesses be they a physical store, online internet store or a service industry. The following are key areas to providing good customer service.

Communication - What do you do to help your customers communicate with you?

When customers telephone are their calls answered quickly; are their enquiries about products or services handled properly? A good business will make every effort to ensure that whatever the customers query it is resolved by the right person, politely, quickly and fairly.

If there are reported problems that cannot be resolvable immediately do you promise to respond in a given time period and do you deliver on your promise?

Use a customer satisfaction survey to check that your customers find your staff to be helpful, courteous and knowledgeable.

Location – Do your customers find it easy to visit you, if a physical bricks and mortar store, is it conveniently located with good access?

Making it pleasant, making it easy - For an internet business it is important to ensure that your website is aesthetically pleasing and easy to use.

Regardless of the store being a bricks and mortar or purely online web based store, is the store properly laid out and can your customers find what they need and is there sufficient detailed information and help on hand to explain how a particular product works?

The right quality products – Not only should you measure the quality of the service that you provide but you should check that the products and services that you market are what the customer wants and closely match their expectations.

Value for money – Cheap or expensive is rarely a good measure, value for money is.

Do your customers equate your business with value for money, if not, why not?

Speed and attention – No matter what the business, the majority of customers will want to be dealt with quickly but attentively.

Are you doing everything to prevent any delays?

A good business will try to treat each customer as an individual, does yours? Attention is one thing but only if it leads to a quick and satisfactory resolution to the query.

Demographics and Specific issues – Take the opportunity to profile your customers, for example their gender, age group and where they live?

The more you try to understand your customers the better you will be able to target your business.

Encourage customers to highlight their specific problems and provide contact details so that their concerns can be followed up.

 

What next?

Having completed the survey analyse the results.

Trends – Look for specific and common areas where the customer service is found wanting.

Ask yourself honestly if any criticism that you receive is valid and if there anything that can be done to resolve or minimise the problem?

Training – Are the staff properly trained and do they have sufficient knowledge?

Where employee training programmes have been implemented have they had a positive impact on the business?

Follow-up – If a customer has raised a specific issue through completing a survey ensure that they are contacted and that their complaint is properly addressed.

Don’t lose an opportunity to resolve a problem and keep a customer.

Continuously Monitor - Make changes based on the survey results and then re-measure by issuing follow up surveys.

If you are concerned about customer satisfaction and would like to see a sample survey for a store that demonstrates some of the above advice please view the Sample Customer Survey

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Writing Effective Surveys

June 8th, 2009

How to create a survey using Survey Galaxy

Designing surveys is considered easy; but is it? The reality is that writing surveys is easy but writing surveys that will be effective is more difficult. The following tips will help you write more effective surveys.

1. What is the purpose of the survey?

There are many reasons for conducting surveys and questionnaires. By correctly phrasing the questions and structuring the answers surveys can be used in many ways and for a variety of reasons. When compiling a survey don’t lose sight of its purpose.

2. Title the survey

The title of the survey is an opportunity to instantly summarise a survey’s objective and encourage respondents to participate. Respondents need to invest time in completing the survey so make them feel that their investment is worthwhile.

3. Avoid making the survey any longer than it needs to be

Every question that is asked should be asked for a reason. Pay attention to the ‘need to know’ questions and minimise ‘nice to know’ information.

4. Use plain English, maintain consistency, avoid jargon and acronyms and don’t ask questions that may result in ambiguous answers

Take care when wording a question. If a question can be interpreted in more ways than one then there is a real risk that any analysis of the survey data will be meaningless or at the very least misleading.

5. Avoid long questions

Where practical use short sentences. Long questions can cause a respondent discomfort and lead to them abandoning the survey.

6. Ask one question at a time

Avoid confusing the respondent with a question like ‘Do you like football and athletics?’

7. Do not influence the answer

It is important to avoid loading the question. ‘Should irresponsible shop keepers who sell alcohol to children be prosecuted?’ is likely to have no value.

8. Ensure that the answer format used allows the respondent to answer the question being asked

Ensure that the respondent is able to answer how they really feel or they may abandon the survey. As a last resort consider the benefit of including a “Don’t know”, “No comment” or similar response option.

9. While you are compiling the survey consider, when the survey is complete, how the compiled data is going be analysed

Appreciate that questions that allow for a free text open ended response is likely to be difficult to score and/or summarised. Consider how answers can be grouped. For example “How long have you worked here?” - ‘less than 2 year’, ‘between 2 and 5 years’ and ‘more than 5′.

10. Try and ensure that the questionnaire flows

When asking questions group the questions into clear categories as this makes the task of completing the survey easier for the participants.

11. Target your respondents carefully

In some cases you will want to target a specific group, in others a cross section. If you can’t easily control the respondents consider including questions/answers that will allow you to filter out respondents who don’t fit your target profile.

12. Allow the respondent to expand or make comments

Allowing respondents to make additional comments will increase their satisfaction level and the comments will also give valuable feedback on the specific questions and/or the survey as a whole. Remember that for large sample collections it may prove difficult to analyze free text open ended responses.

13. If you are conducting a confidential survey ensure that your pledge for confidentiality is honoured

If you have made guarantees to the respondents that the survey is confidential you need to ensure that the individual data is not shared with anyone or used for any other purpose. Confidentiality must be maintained at all times and any contact information destroyed after the survey is complete.

14. Consider the benefits and disadvantages of allowing respondents to be anonymous or identifiable

If your respondents are to be anonymous then appreciate that you will be unable to follow up or match “pre” or “post” surveys. There are advantages to allowing respondents to remain anonymous for example it would allow respondents to respond without possible peer pressure.

15. Carefully consider the best response format

Maintaining a consistency in the format used for responses is good practice. When creating your survey keep in mind that when analyzing the data radio buttons are easier to analyze than check boxes that offer the respondent multiple responses. If a radio response format can be used do not use a check box format.

16. Inform the respondent as to the approximate time it will take to complete the survey

If the survey appears to be a stream of never ending questions then respondent drop can increase. It is a good idea to give an indication as to how long the survey is likely to take so the respondents can choose the best time to complete the survey.

17. Inform the respondents of the survey end date

Try and encourage your invited respondents to complete the survey as soon as possible but advise the respondents of the survey’s end date so that they have the opportunity to schedule the necessary time.

18. Trial the survey

Before publishing a live survey publish a pilot survey to check for questions that are ambiguous or confusing and to confirm that the survey is aesthetically pleasing.

19. Before publishing the survey check the survey several times

Check and then check again that a survey is grammatically correct and makes sense. If practical get a colleague to check the survey before you publish, if no one else is available then take a break before checking again.

20. Thank your respondents

To complete surveys respondents have to devote their time and should be thanked either in a covering letter, at the end of completing the survey or in a follow up letter. You may even want to consider incentives such as a reward of some sort.

For further information please visit Survey Galaxy

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A Publishing Revolution

May 16th, 2009

Calling all journalists and freelance writers, editors and publishers. Now’s the time to breathe more life into your copy. Turn your articles into living pieces that spark measurable debate and that allows you to engage with your readers mind and soul - we’re talking revolution.

As it was in the beginning

Publishers have for many years relied on letters to get feedback from their readers and although email has opened up this method of communication it is still time consuming and difficult to monitor and process, and for the more popular articles, it is either a case of only a fraction of the received correspondence ever being used, or where online comments have been allowed, well written and good comments can be buried under poorly written and abusive comments.

As well as being an overhead for the publisher, to most people it is an unrewarding medium in terms of the amount of effort required and response received, just consider the number of letters that go unpublished and unread.

As it is now

The Internet has brought new channels of communication and created opportunities that allow us to challenge traditional methods. The Internet is now a mature technology, no longer the preserve of technical geeks but a technology that has been embraced by a global population, young and old allowing us now to re-evaluate the way things are done. Newspapers, trade journals, periodicals and ezines now have the opportunity to change the mental process.

When people read an article that provokes thought they now expect the opportunity to comment either by writing a comment, sending an email or writing a letter. Emails make communication easier but it still takes time to compose an email and time for the majority, is what they haven’t got.

The letters page, or a list of comments, although interesting, are often only a snapshot of views, or an endless unmanaged list of comments; a well crafted and well written letter on any given subject may hold the view of the majority, or the minority, but due to its free text form it is difficult, or near impossible, to measure.

As it should be

Now consider the advantages of linking articles to online surveys where as a publisher you will have the ability to obtain valuable readership feedback in a form that can be properly measured. Communicating with your readers is important but equally so is allowing your readers to communicate with you; and in a way that they know it will count.

Want a snapshot of opinion? Did they like the article? Did the readership agree with what was said or do they have a different view?

Now it is easy

In the past surveys would have taken considerable effort to design and publish and altogether was a process too long winded and therefore reserved for the niche and bigger topics.

However, using sites like www.surveygalaxy.com surveys and questionnaires can be created and published via the Internet by anyone who has a pulse. Professional looking questionnaires and surveys created in minutes make the perfect complement to articles that prompt opinion and debate.

The advantage over letters, e-mails and comments are that all the feedback gathered through a survey is managed and measured and sites like Survey Galaxy will provide you with a real time poll and charts that you can either keep to yourself or share with your readers.

It can be complementary

Linking articles to online surveys will not only extend the life of the article but will involve your readers in the discussion and in a way where that they know that their opinion will be counted.

You think they would rather send an email? - not a problem - just include the facility within the survey and get the best of both worlds.

It’s quick, low cost, and easy to do; it will empower and engage the reader, provide first class feedback and having established a communication channel you then have the opportunity to promote other related articles.

There is an opportunity to register your view of this article here:- Readership Feedback Survey

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A Publishing Revolution

May 9th, 2009

Calling all editors, publishers, journalists and freelance writers. Now’s the time to breathe more life into your copy. Turn your articles into living pieces that spark measurable debate and that allows you to engage with your readers mind and soul - we’re talking revolution.

As it was in the beginning

Publishers have for many years relied on letters to get feedback from their readers and although email has opened up this method of communication it is still time consuming and difficult to process with only a fraction of the received correspondence ever being used.

As well as being an overhead for the publisher, to most people it is an unrewarding medium in terms of the amount of effort required and response received, just consider the number of letters that go unpublished and unread.

As it is now

New channels of communication have been created by the Internet and this in turn has created opportunities that allow us to challenge traditional methods. Now a mature technology, the Internet is no longer the preserve of geeks and nerds but a technology that has been embraced by the global population, the young and the old, that invites new ways of doing things. Newspapers, trade journals, magazines and ezines now have the opportunity to change the mental process.

When people read an article that provokes thought they appreciate the opportunity to comment either by writing a letter, sending an email or writing a comment. Emails make communication easier but it still takes time to compose an email and time for the majority, is what they haven’t got.

Although of interest a letters page is at best a snapshot of views or if comments have been allowed an unmanaged and often never ending list of comments; they may be well crafted and well written but due to the free text form, collectively they are views that are notoriously difficult to measure.

As it should be

Now consider the advantages of linking articles to online surveys where as a publisher you will have the ability to obtain valuable readership feedback in a form that can be properly measured. Just as important as you communicating with the readership is providing the readership with an effective channel to communicate with you; one where they know it will count.

Want a snapshot of opinion? Did they like that article? Did the sentiments expressed in the article have the support of the audience or do the readers have a different view?

Now it’s easy

In the past it would have taken considerable effort to design, publish and collate, a process that was too long winded and justifiable only for the niche and important topics.

However, using sites like www.surveygalaxy.com surveys and questionnaires can be created and published via the Internet by anyone who has a pulse. Professional looking surveys and questionnaires created in minutes that make the perfect compliment to articles that prompt opinion and debate.

The advantage over letters, e-mails and comments are that all the feedback gathered through a survey is managed and measured and sites like Survey Galaxy will provide you with a real time poll and charts that you can either keep to yourself or share with your readers.

It can even be complimentary to sending an email

Linking articles to online surveys will not only extend the life of the article but will involve your readers in the discussion and in a way where that they know that their opinion will be counted.

You think people will still want to send an email? - no problem - include the facility within the survey and get the best of both worlds.

It’s quick, low cost, and easy to do; it will empower and engage the reader, provide first class feedback and having established a communication channel you then have the opportunity to promote other related articles.

Take the opportunity to register your view of this article here:- Readership Feedback Survey

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