Mojo Surveys Feature focus:
Rank vs. Rate
Fusion Software Ltd
What is Rank Vs. Rate?
• It is a way of easily comparing the results of a grid of questions with another.
• Typically, existing customers are used to rank product or service features in terms of importance, and then rate them in terms of satisfaction
• Generate quadrant identifying areas of strength of weakness. Used as basis to allocate future resources
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How? Identify list of features• Identify list of product or service attributes
based on feedback from employees, customers and non customers
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“Thinking specifically about the [PRODUCT/SERVICE], what features are important to you?”
How? Create rankings
• In Mojo Surveys survey designer, create a ranking question, fixed sum question or question grid (example shows ranking question)
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How? Create ratings
• Then create a grid of rating scales (no of rating items can be adjusted) and select the question to compare
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How? Create ratings
• The questions will be auto populated from the importance question as below
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How? Gather feedback
• Distribute the survey to customers in the normal way for them to rank and rate
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How? Aggregated Report
• From within the survey form choose ‘Rank Vs. Grid Comparison’ for an aggregated view from all responses
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How? Individual Customer Report
• Or from within the survey result, choose ‘Grid vs. Grid comparison by survey response’
• This provides a report for an individual customer’s ranked importance vs. satisfaction.
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Output
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Rank Vs Rate Summary
• Simple to implement• Simple to understand and based on traditional
market research techniques• Can produce actionable insights into what is
important to your customer and how you are meeting those factors• Allocate resources based on factual data
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Contact us
• More information:• http://www.fusionsoftware.com/mojosurveys• [email protected]
Request a free, no hassle, no credit card details required, 30 day trial (we’ll even commission the CRM 2011 trial environment) at
http://www.fusionsoftware.com/mojosurveys/trial
Thank you.
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References
Microsoft Case study:Oklahoma City Thunder Uses Microsoft Dynamics CRM to Score with Season Ticket Holders
NPS®, Net Promoter® & Net Promoter® Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld
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