casr otech2012 easy insites cint presentation final
DESCRIPTION
Devices used to access surveys are changing rapidly -- are you prepared?TRANSCRIPT
Presented by:
Charles Pearson, Co-Founder & Managing Director, EasyInsites Lindsay Veling, Vice-President Quality, Cint
Devices Used To Access Surveys
Are Changing Rapidly -
Are You Prepared?
Research Before…
Research Today...
And Tomorrow…
o Smartphone penetration rate 30% to 50% (specifically in the US, UK, France, Sweden and Australia)
o In the US and UK, approximately 7% of web browsing is now occurring on non-computer i.e., mobile devices (smartphones and tablets)
Market Penetration of Mobile Devices
0
200
400
600
800
1,000
1,200
1,400
1,600
Computer Smartphone Tablet
Market Penetration Worldwide (millions)
Nu
mb
er
of
Ow
ne
rs (
mill
ion
s)
Device Type
o “through the last quarter, I should say, which is just 2 years after we shipped the initial iPad, we’ve sold 67 million iPads. And to put that in some context, it took us 24 years to sell that many Macs and 5 years for that many iPods and over 3 years for that many iPhones. And we were extremely happy with the trajectory on all of those products. And so I think it’s [the iPad] a profound product.” (Tim Cook, Apple)
Technology Paradigm Shift
Key Questions
1. How might smartphone and tablet devices affect the way we need to think about fielding online research?
2. To what extent are these devices used to access our surveys today?
3. Are there differences in device used by market, age or gender?
4. What difference does the use of mobile devices make to the survey experience or results?
5. Which devices do respondents prefer to use, and is the market research industry meeting their needs?
6. As an industry, what do we need to know and what do we need to do about it?
Part 1 – Determine Device Usage o Which devices are being used by panelists?
o n ≈ 150 000 surveyed respondents in four markets: US, UK, Sweden and France
o Additional data from automatic device detection, both from Cint’s OpinionHUB as well as custom panels managed by EasyInsites
Part 2 – Examine Differences In Results o Parallel survey using the same questionnaire across four different
devices: Computer (desktop/laptop), smartphone, tablet and a specific mobile phone application (+mobile)
o Fielded in the US, UK, France, Sweden and Australia
Methodology
Example of Mobile App
Part 1: Device Usage
Which Devices Are Being Used?
o Surveyed 149,829 panelists in four markets: US, UK, Sweden and France
o Which best describes the device you are currently using to take this survey?
Part 1 – Which Devices Are Being Used?
Desktop computer or laptop computer
Smartphone (e.g. Android, iPhone, blackberry) or cellphone with internet access
Tablet/Notepad (e.g. iPad, Samsung Galaxy, Kindle Fire, etc)
Other
Sample Distribution Country
5%
1% USA
FR
SE
UK 91%
3% Gender
Male
Female
67%
33%
Age
14-22
23-35
36-55
56-80
23% 6%
23%
48%
Device Distribution – All Markets
o The computer was the most commonly used device to access the survey
o Smartphones and tablets were the devices used by almost 7% of respondents
Computer
Smartphone
Tablet
Overall Device Distribution
92.6%
4.6%
2.3%
Device Distribution – By Market
o France has the lowest usage of both smartphones (3.5%) and tablets (1.5%)
o Highest level of smartphone usage is in Sweden (10.4%) o Respondents in United Kingdom used tablets the most (2.5%)
0%
20%
40%
60%
80%
100%
FR SE UK USA
Computer
Smartphone
Tablet
Res
po
nd
ents
(%
)
Country/Market
Device Distribution by Age
Device Distribution – Age and Gender
0%
20%
40%
60%
80%
100%
14-22 23-35 36-55 56-80
Computer
Smartphone
Tablet
0%
20%
40%
60%
80%
100%
Men Women
Device Distribution by Gender
Age Group Gender
Device Detection - Panel Differences
Panel Smartphone
Usage Tablet Usage
Bounty 15% 5%
Net-a-porter 8% 8%
Premier Foods 12% 2.5%
TCM 10% 5%
Diageo 6% 2%
ITV 4% 3%
WHSmith 1.5% 1.5%
Access Panels 3% 1%
Part 2: Parallel Survey
Are there differences in survey results between devices?
o 3-4 minute survey in the US, UK, France, Sweden and Australia
o Question types optimised for each device
o Quotas on device type
o 3,609 respondents from a variety of online panels
Background/Methodology
0
100
200
300
UK USA Sweden Australia France
Devices Used to Respond to Survey
Computer
Smartphone
Tablet
Thumbspeak+mobile
Problems In Answering Surveys
0%
20%
40%
60%
80%
100%
Have experienced problems
Have you ever had problems participating in surveys on your preferred device?
Computer
Smartphone
Tablet
Problems Named In Answering Surveys
Computers:
o No systematic problems with survey design and format
Smartphones:
o Most important: lack of support for Flash
o Small screen size
Tablets:
o Most important: lack of support for Flash
o Inability to use drag-and-drop question
Preferred Devices
0%
20%
40%
60%
80%
100%
Computer Smartphone Tablet
Which one of these devices do you prefer to use when answering online surveys?
Device Preferred by Device Used
0%
20%
40%
60%
80%
100%
Usedcomputer
Usedsmartphone
Used tablet Usedthumbspeak
Which one of these devices do you prefer to use when answering online surveys?
Prefer computer
Prefersmartphone
Prefer tablet
Other
Prefer +mobile
Devices Used To Access Internet
0%
20%
40%
60%
80%
100%
Computer Smartphone Tablet
Which of the below devices do you use regularly to access the internet?
Prefer computer
Prefer smartphone
Prefer tablet
o Differences in innovation attitudes between devices
o Non-optimised surveys could bias results
Early Adopters of Technology
0%
20%
40%
60%
80%
100%
Early adopters Early majority Late majority None of theabove
Innovation attitudes by preferred device
Prefer computer
Prefer smartphone
Prefer tablet
o Tablet users are thorough and enjoy shopping
o Tablet and +mobile app users go for expensive brands
o No differences in product/brand loyalty
o Backed up by a large Adobe study showing 20% + higher basket values on tablets vs computers and similar buy conversion rates.
Consumer Segmentation
1.002.003.004.005.00
Thorough andenjoyfulshoppers
Go forexpensive
brands
Tends to staywith
product/brand
Weighted (Age and Gender) scores on 1-5 scale
Computer
Smartphone
Tablet
Thumbspeak+mobile
Time Taken - Checkbox and Radio Buttons
o Take 15-30% longer on smartphones vs. computers
o Tablets quicker than smartphones as internet access is typically wi-fi vs. 3G for smartphones
o Tablets are marginally quicker than computers due to consistently modern browsers (unlike some older computer browsers like Internet Explorer 7/8)
Time Taken - Checkbox and Radio Buttons
Time Taken - Open Ends
o Takes 30-40% longer on smartphones vs. computers and 20-30% longer on tablets vs. computers
o Touch-typing with smartphones and tablets, and restricted screen size on smartphones slow down open ends
Time Taken – Table Type Questions
Computer / Tablet
Time Taken – Table Type Questions
This question took 60% longer on smartphones than computers (applies to tables of radio buttons / likert scales / checkbox tables)
Time Taken – Drop Down Questions
For smartphones, display drop-down lists used due to width and fact that side by side buttons difficult to touch correctly (and poses some expressed difficulty by respondents using this question type on tablets)
Time Taken – Drop Down Questions
o Mobile optimised template: design around % rather than absolute widths with a user-friendly layout that adapts to screensize, best to use a scripting application that has this and device detection built-in. Also, enlarge form elements so easier to interact with.
o Images: make sure they can shrink to fit screen and if large images / multiple images, may need to exclude smartphone users
o Drag and drop questions: Questions which rely on Javascript or Flash to create interactive effects are not guaranteed to work on mobile devices, especially drag and drops – could use alternatives for mobile devices (e.g. radio button table instead of card sort)
o Open end questions: avoid asking too many as this will increase respondent fatigue more quickly on touchscreen devices
Survey Design - Best Practices
o Increasing use of smartphone and tablet devices to access the internet
o Nearly half of panelists would prefer to take surveys on one of these newer devices, optimised design means increased participation from an audience of wealthier shoppers
o Survey design for smartphones and tablets – keep it simple
o Surveys optimised for these devices can be easy to complete and provide a positive experience for respondents
o Making these surveys accessible and workable across devices is required to sample the complete market
Key Findings
o Optimise the survey for each device type separately
o Route respondents to the relevant survey version, based on detected device
o In an ideal world, use a specific survey application
For smartphone and tablet devices …
o Avoid Flash-based surveys
o Use appropriate question types
o Test the survey on a range of devices
o Consider the incentive: surveys may take longer on these newer devices
Best Practices
o Research on longer surveys, where the problems and affects on completion time differences are more likely to occur
o Research in other parts of the world, including Asia and Latin America
o Research on optimising methods of driving traffic to surveys: o Value of mobile optimised html invites
o In-app push notifications vs email invitations
o Continuous need for further research and best practices development, as device use and technologies are changing rapidly!
Future Research