Respondent experience management

Managing the survey experience for respondents is critical. If surveys are too long or complex, they do not match profiled interests, or they're not communicated appropriately in terms of language, culture, or lifestyle, respondents may abandon your survey or the survey taking process altogether. Researchers depend on SSI to minimize these occurrences.

Respondent Experience (REx) team

SSI's in-country, native-speaking, Respondent Experience (REx) teams examine multiple aspects of the online survey experience from a respondent's perspective.

Step one is to assess the invitation email -- looking for biases, cultural nuances, translation miscues, typos, or layout and design issues. Spam triggers are identified, "click-able" links are checked, and incentives are reviewed. The email is tested in multiple browsers to ensure deliverability and legibility. Survey logic is checked to ensure optimal flow through all survey elements. Many REx team members are specially trained in questionnaire design and Web optimization.

Step two is survey review which includes logic, length, cultural and lifestyle expression, and translation. For example, Canadian French and French spoken in other countries can vary. For lifestyle relevance, asking a teen about annual household income may lead to high incompletes if an option to answer "I don't know" is not included.

A "REx check" report delivers the results of all of pre-screenings, complete with screen shots of problem areas. A further "Deep Check" offers services such as subject-line rewriting to achieve greater open rates, or entirely redesigning the survey.

REx services are available in the following languages: Dutch, English (England, Ireland, Australia and U.S. regionalisms), French, German, Italian, Norwegian, Spanish and Traditional Chinese.

Translations

SSI's workforce is an international team of more than 400 employees representing 50+ nationalities and 36 languages. And when that's not enough, we can leverage the outside skills of professional translation agencies - and their local speakers -- to ensure your project makes sense to the respondents who receive it. As a result, you're able to field your multi-country studies quicker and more professionally. Translations are fee-based in most cases. Let us know if you'd like SSI to coordinate the translation process for your projects.

Single-country sometimes means multi-region

In China, there are sometimes very significant cultural and language dialect differences across provinces or regions. So a single-country study in this case might still need to address regional differences. Let SSI's REx team help you to be successful in new markets.