ONLINE USER EXPERIENCE
SURVEYS

We clarify exactly what your primary objectives are, any existing concerns you may have, or any new components you wish to focus on.

We'll also determine the scale of test required, whether you need us to segment test audiences, and how long the test will need to run for.

We design a survey or multiple surveys to assess all the required aspects of your website. This may include compiling specific user scenarios to test out.

We use technology to assist in capturing the data and bringing the results to life, but we don’t lose sight of the fact that every customer is different and there is more to learn about how they use your website than bounce rates and abandoned shopping carts.

We set up a discreet web intercept survey asking your real customers to provide feedback on their website user experience. This will focus on an agreed range of performance criteria:

•     Ease of use
•     Task achievement
•     Satisfaction and enjoyment
•     What they plan to do next & why

Our online research can capture the entire online customer journey, including delivery and returns; or, it can focus on a very specific customer action on your website.

If required, we can assign mystery shopper(s) to perform an appraisal, and carry out specific tasks such as interacting with your live chat, submitting an enquiry, searching for a particular type of product, or making a purchase.

A further option available is Guided User Experience Research where a trained moderator sits with a tester and asks questions, whilst they browse the website or try to achieve a specific objective. This can particularly help to answer the “Why?” as well as the “What and How?”

We maximise your results by combining different research techniques that uncover different kinds of insight.

We collate all the findings from the online surveys and/or the mystery shopping feedback into a visually rich, multi-media report comprising:

•     Key metrics
•     Analysis
•     Text commentary
•     Screen grabs
•     Insightful video excerpts captured using OBS studio

All showing how customers really navigate your site, and what that means for your online customer experience.

Our senior consultants review your website and online customer journey with you, and agree what areas should be tested, to meet your objectives.

We embed a simple piece of HTML code on your site, to enable the web intercept survey.

And if required brief our Mystery Shoppers, who then do their thing!

 And that’s it! You’ll get results back in 4-6 weeks, which include multi-media results and reporting, and complimentary virtual debriefs.