We are happy to announce new version of mysurveylab online surveys tool. This time changes mostly concern integration and survey reports improvements.

• survey results export to excel (.xls)
• time filters
• updated NPS question
• enhanced "response ID" functionality
• display your company logo on the survey reports page and "survey closed" page
• any code page support

survey results export to excel (.xls)

We added native MS Excel (.xls) format support. Thanks to this functionality you will be able to export survey data directly to .xls file.

time filters

Ability to filter survey reports for specific time period. You can set filter to show data for specific dates (from - to), show last day, last week or turn time filter off. This feature will also allow you to export survey data only for selected time period.

updated NPS questions

We added possibility to turn off % sign in the NPS indicator.

enhanced "response ID" functionality

Better and more flexible integration using "response ID" control mechanism. Prepared solution allows external application (like CRM or mailing system) to control the way single response ID is created and managed.

More information is available on our Help - response ID.

display your company logo on the survey reports page and "survey closed" page

Now when you add your company logo to your survey it will be also visible on your reports page and "survey closed" page.

any code page support

We have improved multi-language survey results export support. Now you can export data using any code page. This is especially helpful when your analytical software can't read correctly national characters coded in UTF-8 (Unicode) and need special code page.

The importance of satisfaction is often underestimated, but satisfied customers and employees often determine market success of the company.

Different studies show that :

• only 4% of dissatisfied customers complain. For every complaint received, there are 24 silent dissatisfied customers.
• unhappy customer will tell (on average) 9 other people about his / her bad experience
• satisfied customer will recommend product or service (on average) to 5 other people
• acquiring a new customers can cost 5 - 7 times more than retaining an existing one
• cost of hiring and training a new employee can be 10 times higher than retention of the exiting one

Satisfied customers are often less price sensitive, more willing to buy and recommend your products or services to the other customers. Thanks to the loyal employees company can save money and time needed to recruit and train new ones.

An important part of satisfaction measurement process is an identification of factors making clients happy or dissatisfied. It is not enough to say that a customer is satisfied or not. The survey should go further and identify specific elements affecting satisfaction or its absence.

Well planned satisfaction survey can help you :

• determine level of customer satisfaction with your products or services
• assess level of employee satisfaction
• understand needs and expectations of your customers, employees, patients, ...
• design services and products basing on the expectations / needs of your customers
• respond quickly to changes, basing on feedback from the questionnaires

For all people that use NPS (Net Promoter Score) to measure client loyalty we prepared new functionality that simplifies and automates this process.

Implemented solution contains following changes:

• new survey question type Net Promoter Score (NPS)
• four different scales to chose from (0-10, 1-10, 0-5, 1-5)
• reports with automatic NPS calculation and results presentation by three groups Promoters, Neutrals, Detractors

NPS has been created by Fred Reichheld, Bain & Company and Satmetrix. In 2003 it has been described in Harvard Business Review in the article "The One Number You Need to Grow".

In practice NPS conception is very simple and with new mySurveyLab functionality easy to implement. Respondent answers one question "How likely is it that you would recommend our company/service  to a friend or colleague?", usually by selecting rank between 0 - 10. People that selected 9 - 10 are called Promoters, values 7 - 8 are called Passives, and marks below 7 are called Detractors.

Depending on selected value respondent is redirected to answer additional survey question and can describe what hi/she likes or dislikes about the company or services.

Your task is to have as many Promoters as possible, and at the same time as little Detractors as possible. NPS is calculated by dividing from percentage of Promoters, percentage of Detractors. It is assumed that 70% NPS is a good score.

Net Promoter, NPS, and Net Promoter Score are registered trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld.