Last summer, June 2008 to be precise, the Geewa team started
to draw up the first feature lists for a major upgrade of our gaming platform.
As we began the long and sometimes tortuous discussions, which would eventually
lead to the launch of the upgrade in November 2008, it became blindingly
obvious that we needed to go to our dedicated community of users for an
authoritative (but not definitive) view on what stays and what goes into the
all new Geewa site.
And so began my first foray into creating and running a
survey. My only other survey experience in a previous job with a large mobile
operator consisted of delivering a 1 page market research brief to the internal
‘Insights’ team who then passed that along to an external market research
agency who then presented their findings to us in a marathon PowerPoint session
2-3 months down the line.
Clearly, that was neither desirable nor feasible in the
context of a start-up environment like Geewa (or arguably any other environment
you’d care to mention). Based on my experience last year, here are the critical
factors to take into consideration when you go to your user base looking for
answers…
1. Set out and agree
on your objectives for the survey
Be very clear about the goal of the survey (in our case input
for a new product launch). Keep the survey as concise and focused as you can.
Resist the temptation to ask a million questions just because you can.
2. Choose the right publication
channel for your survey
Geewa is an online multiplayer gaming site. For us it made
perfect sense to link to our online survey from the free inventory we had
available in our pre game advertising space. Our response rate was excellent
and, of our users who started the survey, 74% went on to complete it in its
entirety.
3. Choose the right
survey tool
If you have an online component to your survey then you’ll
find plenty of sites like SodaHead, PollDaddy and LimeSurvey that offer you different flavours
of polls and surveys most of which can be set up in minutes. We chose SurveyMonkey and used their $20 a month
paid option which gave us more flexibility in the way we set out the survey and,
more importantly, collected and analyzed the data. They proved to be excellent
value for money.
4. Closing the survey
is only the beginning
Depending on the size and reach of your survey you will have
a mountain of data to interpret once the last response has been collected. Make
sure your survey tool allows you to collate and filter that data easily
otherwise you’ll be looking at a few late nights trying to make sense of it all.
Oh and you might be surprised at the answers that come back.
Over the next few weeks I’ll be posting some of the key conclusions we drew
from our survey and how the results both confirmed and challenged our
underlying assumptions about how people actually use Geewa.
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