TIp 30 uSe MetRICS to Get betteR Formal research on research initiatives are a great way to answer bigger Ongoing satisfaction surveys, helpdesk operations, social presence, and questions. Even when you don’t have the resources to undertake such an other points of engagement that allow respondents to voice their concerns endeavor, there are still learning opportunities. or ask questions are incredibly important. Include a question (or two) at the end of each survey to understand Routinely review data quality and break off patterns to understand if respondents’ experience with the survey. Monitor this data, along with key certain types of questions encourage speeding, straight lining, and survey survey info, to improve the survey experience for your company / client. abandonment. What are participants saying? How are they feeling? How is participant evIdence morale impacting the business? By tracking participant sentiment, business practices can be emphasized or reduced accordingly to ensure optimal retention and performance. • Track help desk tickets by category to gauge upticks in frequency and aim to resolve enquiries within 24 hours. • Log social media and BBB feedback to compile intelligence and overall trend of sentiment. • Watch metrics relating to survey conversion as they directly tie to participant frustration • Watch reconciliation windows and intervene if participants are left waiting for their reward too long. ENGAGE 2.0 - 30 TIPS TO IMPROVE THE RESEARCH PARTICIPANT USER EXPERIENCE – A GRBN Handbook © 2020 GRBN 52