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Should companies use customer satisfaction surveys?

Posted by on May 27, 2020 in by DataDiggers, by MyVoice | 0 comments

Customer satisfaction is a critical concept for customer success professionals to understand and live by, and is actually more than just a money-back guarantee. In this article, we will discuss customer satisfaction: what it is and why it is important for companies to consider using it as part of their culture.

Customer Satisfaction (CSAT) is a measure used to quantify the degree to which a customer is pleased with a product, service or experience. This measure is typically determined by deploying a Customer Satisfaction Survey, which asks on a five or seven-point scale how the consumer feels about a service encountered, purchase, or overall customer experience, with responses between “extremely unsatisfied” and “highly satisfied” to pick from.

When it comes down to that, customer satisfaction is a reflection of how the customer feels about interacting with your brand. Businesses and companies measure this positive or bad feeling mainly through consumer loyalty surveys.

Satisfactions surveys can be found both in digital and written format. They can be self-serviced (as the mentioned forms) or applied by a team member or specialized company in person or over the phone. A common example would be hotels that send them to guests after their stay in order to share their overall experience. This way, the hotels could improve their services and try to make as many guests as possible happy.

Why would someone need them? Well, if we don’t measure customer satisfaction, we cannot identify unsatisfied customers who could churn or leave us with negative customer reviews. Nor can we identify happy customers that we could activate as evangelists or referrers. Finally, without analytical metrics, we cannot predict or prevent the client from planning proactively.

A (very) big part of the unsatisfied clients do not think about what is bothering them until they are told to do so. Research shows that over 95 per cent of unhappy customers will not complain, but over 90 per cent will leave without saying anything (and never come back!). So, showing your customers that you know the problems and are already working on them will improve customer retention. In addition, having (and maintaining) happy customers improves the chances of repeat purchases and increases the value of your general customer’s lifetime.

According to a recent study, organizations or businesses are more likely to have 10 % higher growth rates by measuring their Net Promoter Score. The Net Promoter Score (NPS) survey consists of a single question that measures the likelihood of your customers referring your business to others. This is a measure of customer service, consumer retention and brand loyalty. Responses to the NPS survey are used to generate scores from -100 to 100. Successful organizations often feel that retaining customers is more cost-effective than finding new customers.

Besides all that’s been already said, we will present a few more arguments to make you believe that customer satisfaction surveys are not only relevant but also helpful to companies of any scale:

  • Maintain a good reputation

Surveys allow you to interact with your customers. Communicating with customers gives you the opportunity to show that you really care about what they think. In fact, if you make the improvements that they recommend in order to further enhance your product, consumers can take notice and have a greater understanding of your brand.

  • Receive valuable feedback

Customer satisfaction survey questions and responses will provide your company input on any issues that your customers may have. You can set up survey questions to determine the level of satisfaction your customers gain from the products and/or services offered or leave open-ended questions to allow them to express their thoughts and to expand upon their answers. The suggestions they make can only highlight problems that you may not have been aware of and give you a chance to fix them. It can also help you determine what’s going to be successful and capitalize on it.

  • Retain customers

If your customers are satisfied with the products and services they receive, they are much more motivated to stick with your business. If the results of the Customer Satisfaction Survey show that your customers are not satisfied with the service they receive, they can just jump ship and head directly to your competition.

Customer loyalty, as they claim, cannot be paid, it must be won. According to report, in the US, companies will lose up to 45 per cent of their customer value if they are not happy with the customer service or do not provide the desired result.

  • Get more advertised

Despite all the social media platforms and new technology, nothing beats a good old- fashioned word-of -mouth recommendation from a reliable source. If your customers are happy with your service, they’re more likely to recommend you to their friends. Surveys offer a way to figure out how happy your clients are and what you can do to keep them that way for long.

  • Drive sales

People are much more confident with companies that are honest about their activity/situation. Being transparent with customer feedback is one way to show potential consumers that your brand is open to communication and that its values customer input. This way, your business could be seen as something that is worth spending money on.

To sum it up, the ultimate aim of every satisfaction survey is to gain constructive feedback from the customer that can be used to enhance the ultimate customer experience (and thus, their loyalty).

We live in a highly dynamic, physical environment. Many of the best businesses in the world are highly focused on delivering the best consumer service they can, concentrating not just on satisfying the customer’s needs, but also on surpassing them.

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The impact of digital technology on the film industry

Posted by on May 19, 2020 in by DataDiggers, by MyVoice | 0 comments

Digital media has changed a lot of the way the world works. Physical limits and restrictions mean very little in the modern world. It’s truly a wonderful time to be alive.

Digital cameras are smaller, lighter, sharper, more powerful. We can operate remotely using cloud-based tools such as TeamViewer. Our phones are transforming point-and-point cameras into 360-degree experimental recording systems, and brilliant minds in secret rooms are dreaming of new ways to move the entertainment industry ahead in directions that we can only describe as mere science fiction. What a time to be alive!

The first movies were a series of short 50-second movies produced by the French brothers Auguste and Louis Lumiere. In 1895, they proved their invention — a hybrid portable recording camera, a film processing unit, and a projector called the Cinemagraphe— to a paying audience.

In the last 120 years, there have been a variety of twists and turns impacting the motion picture industry. It is remarkable how much digital technology has reshaped the film industry in particular.

Here are a few technologies at the forefront of this change:

  • Autonomous drones

The film industry is now using autonomous drones that have built-in knowledge and algorithms related to filmmaking techniques. They take different angles and shots while shooting a film. They are also GPS-enabled and can be operated via smartphones, apps, or remote-control systems. The director, on the other hand, can create or change shots as needed. Drone cruises at high speed and high altitudes, depending on the configuration. They are a good invention for movies, because drones are lightweight and more maneuverable than big vehicles.

  • Algorithmic Editing

Researchers working on a joint venture between Stanford University and Adobe, recently created a software that can manipulate video without the need for a human. This should follow a plot, filter through several clips, and adapt lessons learned from film editing manuals to the production of complex, well-edited, dialog-driven scenes. It even boasts a feature that allows the software to apply concepts such as ‘start wide,’ ‘peaks and valleys’ and ‘jump cuts.’

  • AI Face Generation

Not long ago, a group of Nvidia researchers developed a neural network algorithm that can produce a brand new, highly realistic face from scratch. The platform is based on the state-of-the-art Nvidia, a neural network that can distinguish facets of an image in order to learn and produce new ones. To date, this technique has been applied to anime characters, old works of art and animals.

  • Virtual Reality (VR)

A virtual reality headset is required to create a 360-degree view, and some equipment manufacturers have already started selling products specially designed for recording 360-degree videos. A virtual reality headset is required to create a 360-degree view, and some hardware manufacturers have already started offering devices specifically built to film 360-degree images.

  • Screenplay Writing Through AI

Movie-making technology often applies to a plethora of tools and enhancements in audiovisual quality for consumers. But what about technology that simply eliminates the role of filmmakers? Okay, that’s no longer a distant thought. Recently, several researchers at New York University have developed AI software that is capable of writing screenplays. The best thing about this AI-powered thinking robot called Benjamin is that he could even write a song after the researchers trained him with more than 30,000 other songs.

  • Ultra HD 3D Technology

Technologies like 4k+ 3D or ultra-high definition 3D are now being used to shoot action sequences. The camera uses two or more lenses to capture details that display better content on screens. It captures live action and playback, and features plug-ins and VR audio editing. It behaves as a 3D, but it is not, and offers a transparent and enhanced image quality. It is expected that at the pace cinema is adopting new technologies, 4K content is likely to be available everywhere, and at an affordable price.

  • Smartphone Shooting

Smartphones have become the face of filmmaking, and many filmmakers are adapting to it. Often short films and documentaries are made on smartphones because they find it more convenient and easier to use. In the future, there will come a day when every modern film maker will come a smartphone with filmmaking technologies.

  • 3D Printing

3D printers are one of the most important development of our day. There are countless commercial applications. From 3D printing houses to devices in outer space, 3D printers make a very versatile piece of technology. In reality, filmmaking is very well suited to the use of 3D printers to reduce costs. As a fact, a 3D printer removes the need for transport equipment. Of course, 3D printers can’t print a camera or lens, but it can print the parts one needs.

These are some of the technical advancements in the film industry that are transforming the way the viewer watches films. Film making equipment is getting shorter, more powerful and more affordable due to the latest technologies. All of these advances are inspiring the film industry to adapt and implement new methods of making films and project quality content.

 

 

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Blending CATI surveys in today’s digital era

Posted by on May 13, 2020 in by DataDiggers, by MyVoice | 0 comments

Research is becoming increasingly automated, and new survey methodologies are evolving to satisfy the demands of today’s ever-connected society.

Computer assisted Telephone Interviewing or CATI Surveys, though, have been around for some time now and offer a rare combination of new technology and old school human interaction. According to the research dimension, the CATI technique includes one or more telephone operators and a CATI survey program. The norm is a call center of 20-50 interviewers, but it’s very normal to see a smaller reality.

Modern survey platforms providing CATI survey solutions take advantage of today’s enhanced communication technologies to enable researchers to target a much wider population, including:

  • those that are in remote areas with limited Internet access,
  • those who haven’t converted to laptops / smartphones,
  • those who still use phones.

CATI surveys enable researchers to reach a large audience, as their demographic target merely requires access to the phone, whether it’s smartphone or landline.

But how does CATI actually work?

The interviewer should make a phone call to the number displayed on the panel. If the respondent chooses to join the study, the interviewer must follow a script on the computer to pick the responses. The CATI survey method must immediately lead to the next query in the logical path. The interviewer will introduce a new respondent to the call at the end of the questionnaire.

The program handles the contacts according to the rules set by the administrators. For eg, after 15 minutes, communications with a busy line will be shown again. When a person responds to a call but is not available for an interview, the caller can also arrange an appointment so that the CATI software can eventually display the person again at the specified date and time.

            And who can take advantage of the mobile surveys?

The answer is pretty simple – as with most professional research methods – chain stores and organizations working to increase the quality of their customer service by keeping an eye on market preferences can benefit from telephone surveys, as well as firms involved in performing different forms of search studies.

If you haven’t checked our services yet, it is essential to acclaim that DataDiggers conducts CATI surveys in all the countries where we own strong and fast growing proprietary online panels across Europe, Middle East, Africa, Asia and the Americas, as well as around the world via carefully chosen local partners.

We do CATI through local suppliers that own CATI stations in major cities of the region and are able to collect national representative samples across each country if needed so, or can focus on particular cities/regions only. The online link used to collect data can be either provided by client or our team can program it internally using specialized software.

This methodology has many advantages over the conventional method of performing telephone interviews. Here we will identify the top 3 benefits of using CATI surveys:

  1. High quality results

CATI helps prevent misinterpretation by interviewers and guarantees that questions are properly answered, resulting in better quality results. The interviewer will concentrate on communicating with the client while the machine performs the technical elements of the session. Standardization of testing conditions with CATI also makes for more in-depth questions, offering you rich and informative data.

  1. Fast and efficient

The entire research process is super quick and effective, as interviewers will enter the data as it is gathered. Entering the responses immediately means that an analysis of results can be reviewed shortly after the last interview has been completed There is no need to move data from paper to digital formats, so you can save time and reduce the chance of any mistakes.

  1. High accuracy

Because the questionnaire is shown on a computer and is entirely automated, there is no chance of mistakes such as ambiguous compilation or asking wrong questions. The data collection is exceptionally reliable and computerized. Responses are pre-coded and entered directly, removing the need for manual analysis of data and reducing input errors.

It’s not a surprise that the CATI technique has high maintenance costs. The CATI method covers just a small part of the cost: you need to consider the costs of interviewers, call traffic and the original investment in stations and programs just as much. Regardless, the CATI methodology (along with CAPI) is often known to be the most effective and efficient system.

Why bother and use it then? Well… You may have a lot of benefits that you’re not going to get from other methodologies. The involvement of a real human – serving as a mediator between the interviewer and the respondent – has tremendous benefits such as:

  • the respondent can better interpret the questions,
  • a lot of respondents who do not know / don’t answer can be eliminated,
  • the drop-out rate is much smaller.

CATI is a perfect example of how technology changes the way we do work every day. With reliable and high-quality data accessible in a fraction of the time, CATI is a clever addition to our testing toolkit, which we are very glad to have.

 

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Top 3, in Turkey

Posted by on May 5, 2020 in by DataDiggers, by MyVoice | 0 comments

If you follow our blog constantly, you probably know that ‘Top 3’ is a series that we started more than a year ago and that we continued to feed with monthly posts. This time we will travel virtually, because at the moment it is forbidden otherwise, in a more oriental place, namely Turkey.

Turkey is a country which occupies a unique geographical location, partly in Asia and partly in Europe. Throughout its history, it has been both an obstacle and a link between the two continents. Turkey is situated at the crossroads of the Balkans, the Caucasus, the Middle East and the Eastern Mediterranean. It is one of the largest countries in the world in terms of territory and population, and its land area is greater than any European country.

Let’s start first with some geography. Here are the most populated urban centers in Turkey:

  • Istanbul – 15.52 million people
  • Ankara – 5.04 million people
  • Izmir – 4.32 million people

Ankara, the capital of Turkey, is also known for its outstanding natural beauty. To be more precise, this country has plentiful mountains and hills. Now let’s take a look at some of Turkey’s most prominent mountains together with their unique features.

  • Mount Ararat – 5137 meters
  • Mount Suphan – 4058 meters
  • Mount Kackar Dagi – 3937 meters

The country also has many large and small lakes, which boost the beauty of its natural ecosystems. Although most of the country’s lakes are freshwater lakes, there are also several salt lakes. In fact, two of the largest lakes in the country are saltwater lakes. Here are the top 3:

  • Lake Van (one of the most saline bodies of water in the world) – 3755 square km
  • Lake Tuz (one of the largest hypersaline lakes in the world) – 1500 square km
  • Lake Beyşehir – 656 square km

Tourism in Turkey focuses primarily on a number of historical sites and seaside resorts along the Aegean and Mediterranean coasts. Turkey has also become a popular destination for culture, spa and health. In 2019, Turkey drew about 51 million international visitors, and was ranked as the 6th most popular tourist destination in the world. Let’s see what attractions these tourists prefer:

  • Aya Sofya (used to be a church, then became a mosque after the Ottomans conquered the city and now has been converted into a museum since 1935)
  • Goreme Fairy Chimneys (also known as the Cappadocia region or every photographer’s dream)
  • Ephesus (one of the most complete, still-standing Roman cities in the Mediterranean region)

Now that have a better idea of how vast Turkey’s history is, let’s see what turned this country into a famous one. Here are the most representative things when thinking about ‘What is Turkey famous for?’:

  • Turkish tea – Many people equate Turkish coffee as a national drink in the region, but Turks consume much more tea. Look around the streets of every town or village, and male-dominated tea shops dominate the scenes, while families and women even go to the tea gardens.
  • Evil eye souvenir – The evil eye, distinguished by white and yellow circles surrounded by blue, is the most commonly available souvenir. Said to ward off evil eyes jealous of your good fortune, it is a superstitious tale but with a cultural twist, hence its time-honored use.
  • Carpets and rugs – In recent years, Turks have replaced their passion for carpets and rugs with cheaper factory models, although they are still a popular souvenir. The value lies in the fact that they are handmade, and each motif reflects an individual story.

Moving on from culinary delights to TV series that turn us into couch potatoes, the demand in Turkey has sewn lock stock and barrel. Over the last decade, Turkey has created several soap operas starring popular Turkish actors and country-famous destinations. The top-rated ones, according to Forbes, are:

  • Çukur – 58.2 million Turkish liras in earnings
  • İstanbullu Gelin – 51.4 million Turkish liras
  • Diriliş: Ertuğrul – 47.2 million Turkish liras

Now that we have clarified the general aspects, let’s see how good the country is doing in terms of economy. Turkey is the 27th biggest export market in the world and, according to the Economic Complexity Index (ECI), the 52nd most dynamic economy. In 2017, Turkey exported $166B and imported $214B, which resulted in a negative trade surplus of $48.6B. In 2017, Turkey’s GDP was $851B and its GDP per capita was $26.5k.

The top exports of Turkey are:

  • Cars ($13.2B)
  • Gold ($6.96B)
  • Delivery trucks ($5.04B)

And its top imports are:

  • Gold ($17.1B)
  • Refined petroleum ($9.8B)
  • Cars ($8.78B)

And now, to conclude in our characteristic style for this type of article, we will talk about the most adored and well-known culinary dishes that Turkey has to offer.

P.S:If you’re a beginner to Turkish cuisine, you’ve got a mouth-watering journey ahead of you. The most popular dishes (unfortunately, we can only include 3) are:

  • Baklava – Dating back to the Ottoman Empire, Baklava is one of the most popular Turkish dishes and a must for someone with a sweet tooth. This baked pastry is filled with nuts and topped with syrup and ground pistachio for an amazing Mediterranean dessert.
  • Şiş kebap – Turkey’s misunderstood reputation sometimes sees the donor kebab as the nation’s favorite meat dish, but other Turks swear by Iskender kebab. It originates from the north-western part of Turkey and takes its name from its author, who invented it in the 19th century.
  • Döner – The other popular kebab, the döner, provides the same versatility in the option of meat, which is flavored with herbs and spices and cooked on a vertical, revolving spit.

We do not take any responsibility if you have started drooling when reading these last lines, but we hope that you will want to try these delicacies too, if you haven’t already!

If you enjoyed this article or if you think there is anything else we left out, let us know in the comments below! If you love to express your opinions, we can give more power to your voice. The more we are, the more powerful! Join one of our panels!

 

 

 

 

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What to do while stuck at home?

Posted by on Apr 28, 2020 in by DataDiggers, by MyVoice | 0 comments

While the possibility of losing an amount of money today, has the potential of being regained tomorrow or in the upcoming weeks, a lost hour cannot be recovered. So, deciding how we spend our time is a clearly consequential decision.

Many of us are still at home in quarantine these days, which can obviously be a little frustrating. However, it’s the first time since we can remember when we have so much spare time in our hands. But what do we do with it and how can spend it wisely?

Worse than having a strict schedule is not having one at all. Maybe we no longer have to wake up early in the morning, but instead get to work anytime during the day. However, even that comes with disadvantages. As important as it is to keep ourselves busy, it is just as important to stay entertained. That’s why we thought of offering you some alternatives that you may not have tried so far in this ‘vacation’ that we currently are without our will.

  Of course, we all want to be able to leave our homes freely and see our loved ones, but until this is possible, we will have to look for ways to get rid of stress and be happy without leaving our houses. It is essential to keep our mental health in check during difficult times, but luckily, we’re here to help! We provide you with a list of activities and tasks you’ve been avoiding for months to make your experience at home a little more enjoyable:

  • Collect clothing or food to donate

While you’re cleaning your house, you could start a donation pile to help out those most in need. There are a lot of families who can’t access the right food and nutrients through quarantine, who need to rely on someone to help them out.

  • Take up needlepointing or knitting

Studies suggest that knitting is potentially a big stress reliever. So not only does knitting a new blanket give you something to cuddle with, but it’s also going to be a healing process. Or point a pillow with a frantic expression or picture on it to seize your mood.

  • Learn an instrument or pick one back up

When our lives get busier, it can be easy to avoid playing the instrument you used to enjoy. Now could be the best time to start playing it again. Or if there is an instrument that you’ve been waiting to try and master, now is the time to learn.

  • Learn a New Language

Whether you’ve been a foreign language expert in high school, but you’ve missed the charm since then, or you’re a first timer, it’s a smart idea to download a language app like Memrise or Duolingo and start learning anything from French to Chinese. Perhaps, if you don’t want to learn a foreign language, sign up for another kind of online course.

  • Flex Your Green Thumb

If you can spend time in your yard comfortably, it’s a perfect time to get involved into gardening. But even if you don’t have a garden or a backyard at all, you can have fun in the kitchen with a little herb garden. If that’s not possible, just order your indoor plant online.

  • Improve your posture

We all know that the amount of time we spend sitting down in our everyday lives doesn’t do any good to our bodies, so working from home during the present isolation period doesn’t help. Being stuck in one place for several hours a day is the reverse of what the human body has adapted to do, leaving our joints and muscles unhappy.

  • Join a gaming session

Facebook also launched a new feature, Facebook Gaming Tournaments, in which everyone can enter or arrange an online gaming tournament, so if you feel lonely, just log in.

  • Make Ikea’s iconic meatballs

If you’re someone like us, a trip to the Ikea store is not complete until you end it with those deliciously classic meatballs at the end of a shopping spree. Although we can’t run into Ikea for our meatball fix, the Swedish furniture giant posted the recipe so we can test it out at home.

  • Help others with technology and social media

If you’re good at using apps and social media, you could support someone who may not be. Direct users to use chat applications and social media. Call them to teach them how to get help remotely, locate credible sources, and get advice online. Help them locate groups and people they can speak to online.

  • Build a lego

If you have children, and they have a bin of Legos, dump them and build them. See what you can do with free-building. Be aware though, as there are some kits that are more adult-friendly than child-friendly.

  • Take a virtual Harry Potter tour

Thanks to Undercover Tourist, you can take a virtual tour of Harry Potter world and it’s pretty magical! (https://youtu.be/JV8-CBTlc6g)

  • Get some culture

The Metropolitan Opera is streaming nightly. Click here for the schedule. The Kennedy Center is uploading new shows to YouTube every day. You can see Sara Bareilles, Gladys Knight and Queen Latifah from the comfort of your couch. Broadway HD also has about 300 classic musicals, plays and shows, according to CosmopolitanBroadwayWorld is also posting clips of stars singing songs from popular shows. The National Theatre is streaming a production a week each Thursday. You can see what’s showing here. You can also visit a museum without leaving the comfort of your home. Click here for a list.

Certainly, the possibilities are endless, but these are just a few that we have considered more special.

If you know other types of activities that you have practiced and brought you joy, share them with us! Soon, we hope that all this madness will end and we can return to our lives.

Keep in mind, however, that it is essential to take care of our health (both physical and mental).

 

 

 

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