Most survey panels measure panelist satisfaction in one way or another, but are they doing anything with that data?
Here are the most complained about online survey panels, according to Survey Police.
| Survey Company | Active | Unresolved | Resolved | Total |
|---|---|---|---|---|
| Lightspeed | 15 | 15 | 75 | 105 |
| GlobalTestMarket | 6 | 1 | 47 | 54 |
| MyView | 5 | 15 | 26 | 46 |
| Greenfield Online | 6 | 10 | 21 | 37 |
| PromoSquad | 5 | 17 | 10 | 32 |
And here are the panels who have the most unresolved complaints.
| Survey Company | Active | Unresolved | Resolved | Total |
|---|---|---|---|---|
| Zoom Panel | 7 | 18 | 5 | 30 |
| PromoSquad | 5 | 17 | 10 | 32 |
| MyView | 5 | 15 | 26 | 46 |
| Lightspeed | 15 | 15 | 75 | 105 |
| Greenfield Online | 6 | 10 | 21 | 3 |
No matter which column you sort on, most of the names remain the same. Lightspeed, Greenfield Online, MyView, and PromoSquad seem to be the worst of the bunch.
When we look at the top-rated panels ...
| 1. | HotSpex | 854 | 92% |
| 2. | panelbase.net (UK) | 115 | 92% |
| 3. | PineCone Research | 124 | 89% |
| 4. | Opinion Outpost | 89 | 86% |
| 5. | ItsYourView (UK) | 86 | 86% |
...none of those names come up. I also noticed that only two panels have a 90%+ rating, and after the top 5 there is a steep drop into an ocean of mediocrity. There seem to be lots of bad panels, and very few good ones.
The fact that so many panelists are posting complaints on sites like SurveyPolice.com and GetSatisfaction.com tells me that we have failed to provide adequate support and now our dirty laundry is being aired all over the grapevine. There is no excuse for this. We are research companies. We get paid to tell our clients how to keep their customers happy, why aren't we turning the magnifying glass on ourselves? It's time for us to take a cold, hard look in the mirror and do something about this.
1 comments:
Well said!!! I was a member of Pinecone Research for many years and thought they were THE most reputable company-any problems reported to Karen Scott were quickly responded to & resolved. I haven't been getting surveys for a few months, which was very unusual, so I contacted her 2 days ago & found out that I had been dropped, without even a how-do-you-do. I am now approaching survey sites that I'm a member of in a very cautious way, reading what others have to say, and cutting out those which take my input & then disqualify me or say that the "quota" is full. I've always enjoyed giving my input via consumer surveys, but I think it should be a two-way relationship. Perhaps the manufacturers should just cut out the middle man and offer perks for input on products/product development-I'm sure they would treat respondents/potential customers in a courteous manner!
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