The Unasked Survey
Answer survey questions from what customers already said, scored against real results before a single question is dropped.
The job
Answers a survey question today from what customers have already said, without running a survey, shows how far to trust the answer, and shortens the questionnaire only where the app has proven accurate against real results.
The moment
The CX director watches last year's survey fill itself in, one question at a time, from what citizens already said in their own words. Before each answer appears, the room writes down its guess.
Then last year's real results appear. For five of the first seven questions, the app's answer falls inside its predicted range; the room's guesses miss on four.
The director marks those five questions as candidates to drop, to be confirmed after one more quarter of accurate answers.
The projection: a survey 5 questions shorter, about 300,000 citizen minutes a year saved and survey spend down 12%, each figure based on the respondent count and cost the director entered.
What it does
- Answer a question from past customer words
- Record room guesses
- Send a one-question pulse
- Tally and score the pulse
- Check against last year's result
- Retire or keep a question
- Confirm with a full analysis of every comment
- Send the before/after page
- Drill an option to verbatims
What you see
A paper survey form that fills itself in, pencils candidates and inks out retired questions quarter by quarter, with a guess-then-reveal team session, a quick check against last year's real result, and a before/after page for leadership
What it moves
Survey questions dropped with a measured accuracy rate (checked against past results and pulse surveys), projected citizen minutes saved, the response rate trend, and projected survey spend avoided in dollars.
Built for
- CX leaders & VoC
- Analysts & data
