Let's admit it: Screeb is not the only survey platform on the market 🤗
Forrester estimates that we are operating in a $45 billions industry. Every company - and especially digital companies we are working with - already tried several tools to gather feedback from their users. In-app widgets, hosted online forms, complete Customer Experience suites or even livechat software: you or someone in your team already asked questions to the people engaging with your product.
But those tools have a major problem: they don't think about the actual people who will answer.
A 20 years old online survey experience
First, the respondent experience has been nearly the same for the past two decades. We all receive emails with links to surveys every day, after every purchase we make or x days after signing up for a new product. From time to time, we also see an interruptive widget popping in our journey while using a SaaS or a mobile app. In both case, the experience has been designed to display as many questions as possible on the screen, and without adopting the latest design trends and principles.
Worst, those experiences don't take into account that the way we are using the Internet has radically changed over the past 10 years. With the launch of the iPhone in 2007 and the massive adoption of social apps that followed, the 2021 Internet is nothing alike the 2010 Internet. WhatsApp, Instagram, Tiktok, Snapchat are everywhere and, even if you're selling a B2B software, your users are individuals living these rich and immersive digital experiences everyday and expecting all their other digital experiences to be as good as those.
The result is pretty clear: people don't answer to questions. In average, surveys shared by email only have a 8% response rate and interruptive in-app popups only have a 12% response rate. It means that at least 88% of your users refuse to answer to your questions and that the few answers you collect are not representative of how the majority of your users feel.
Solving this first issue has been our priority at Screeb, since day 1. This is why we've created our product: to change the survey experience and make people answer. Today, our average response rate is around 60%, with a lot of our users having 70+ or even 80+ surveys.
Responses analytics forget the people who answered
Second, the way survey tools let you analyse the collected responses doesn't take into account the people who answered.
The typical way of analysing surveys' responses is reading, question per question, all the feedback you received. In most solutions, you also have aggregated scores like NPS or Customer Satisfaction. And for most advanced ones, you have access to a report analysing the content of the feedback, displaying recurring keywords or concepts in responses.
But most of the time, you don't know who answered what. Some tools, like Screeb, let you "attach" data about people to the responses so you can display any information you have about your users when you are reading the answers. But it still means that the main angle is the answer, and not the people who made the answer. And this is not aligned with how teams want to analyse problems.
Real world questions are more "What my most loyal users want as next features?" or "Why people who used this feature at least 3 times stopped using it and what could I improve for them to start using it again?" than "This is what all my users want. Now let's figure what the most engaged ones said". Still, this is what survey software let you do.
To change this, we are releasing a brand new section in Screeb called "Users". In this section, you'll find a real time list of the people using your app, filters to dig into your list of users and a complete profile for each of them. This profile display their activity in your product, all the events they triggered, their properties and, of course, all the answers they made to all your surveys.
Now, in two clicks, you can search for specific users of your product, see how they feel about it, what they want next and better understand them. This is the best way to analyse isights from the users perspective and make faster impactful decisions.
Changing surveys is not only about user interface or analytics. Changing surveys is about giving a voice to people and helping companies transform their user insights into faster decisions. This is our mission at Screeb!