Survey Methodologies

Through careful consideration of the benefits and drawbacks of each methodology, our specialists provide expert recommendation on the most effective approach to maximise customer participation and the quality of customer feedback.

Survey Methodologies

Watermelon’s methodologies are designed to maximise customer participation. We don’t subscribe to a single methodology and have a wide range of options to choose from, each with their own unique benefits. Simply select the methodology that suits your business, budget and your customer.

SMS Surveys

SMS (text message) surveys are short and simple for customers to complete, often at times convenient for them.

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Online Surveys

Online surveys tend to be the longest of the self-serve survey methodologies and are able to gather a higher volume of VoC data and rich, detailed insight through open-ended questions

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Mobile Surveys

Smartphones travel everywhere with their owners and online surveys are increasingly completed on mobile devices, letting customers complete surveys at a time that suits them.

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IVR Surveys

An Interactive Voice Response (IVR) survey is an automated phone survey that provides a quick and relatively low cost method of gathering real time customer feedback, often yielding high response rates.

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CATI Surveys

CATI surveys are computer-assisted telephone interviews, where the interviewer follows a script from a CATI software platform, and records the responses within it.

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F2F Surveys

Face to Face surveys (CAPI), also known as personal interview surveys, uses CAPI software to record VoC data via a mobile device during the face to face interview.

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Overlay Surveys

An overlay survey is a pop-up that provides real time customer feedback from the online customer.

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Survey Design

Managing the Trigger

Establishing a regular, timely supply of customer information is critical. We’ll work with your teams to establish a secure connection so a customer experiencing an event would automatically trigger your system to send the relevant customer information to Watermelon.

Invitation Design

We ensure invitation standout through personalised introductions and branded tone of voice ad design. Participation is maximised through smart design such as embedding the initial questions in the invite, reducing clicks required and creating a smoother interview experience.

Watermelon Toolkit

Analytics

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Survey Metrics

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Survey Methodologies

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Dashboards

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