Online technológie, Eva Veisova (Synovate), LOTE 2011
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Transcript of Online technológie, Eva Veisova (Synovate), LOTE 2011
© Synovate 2011 | www.synovate.sk | www.synovate.cz
© 2011. Synovate Ltd. All rights reserved.
The concepts and ideas submitted to you herein are the intellectual property of Synovate. They are strictly of confidential nature and are submitted to you under the understanding that they are to be considered by you in the strictest confidence and that no use shall be made of the said concepts and ideas. Synovate does not, in providing this report, accept or assume responsibility for any other purpose or to any other person to whom this report is shown or in to whose hands it may come save where expressly agreed by our prior consent in writing.
Modern on-line technology in the consumer market research
• Prepared for: Marketing a komunikacia 2011
• Prepared by: Eva Veisová, Managing Director Czech & Slovak Republic
• Date: April 20, 2011, Bratislava
2© Synovate 2011 | www.synovate.sk | www.synovate.cz
• Buzztracking
• Online comunity panels
• Data Quality Update
Content
Buzztracking
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digitalbuilding relationships
world
in a
5© Synovate 2011 | www.synovate.sk | www.synovate.cz
Communications then Communications now
Broadcast messages
TV dominant
Campaign focused
Guaranteed reach
Consumer interaction
Ongoing dialogue
Highly targeted
Highly fragmented
The way brands communicate has changed
There are new (better) ways to build relationships
It’s no longer about shouting the loudest
We were the greatest marketer of the 20th century because we were the
loudest shouters.
But if we are to be the best of the 21st century, it will be because we are the
best listeners.
A.G.Lafley, CEO, P&G,
9© Synovate 2011 | www.synovate.sk | www.synovate.cz
listeningof
importancethe
Synovate’s approach to delivering actionable insight
from online conversation
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whylisten?
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Brand Brand
relationshiprelationship
In-store In-store experienceexperience
Customer Customer serviceservice
Service Service experienceexperience
USE / USE / EXPERIENCEEXPERIENCE
Online, TV, Online, TV, Cinema, Press, Cinema, Press,
Outdoor, Outdoor, RadioRadio
Sponsorship Sponsorship Events & PREvents & PR
Social mediaSocial media
PLANNED PLANNED COMMSCOMMS
COMPETITOR COMPETITOR ACTIVITYACTIVITY
Share-of-Share-of-VoiceVoice
Marketing Marketing activitiesactivities
StrategyStrategy
INCIDENTALINCIDENTALCOMMSCOMMS
Word-of-Word-of-mouthmouth
Social mediaSocial media
Unplanned Unplanned PR & media PR & media
coveragecoverage
What people say and hear about your brand affects how they perceive you
12© Synovate 2011 | www.synovate.sk | www.synovate.cz
Open
Controlled
Communication Collaboration
Monologue
Today’s communications are a dialogue – it’s not just about advertising anymore
Dialogue
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What do people share?
14© Synovate 2011 | www.synovate.sk | www.synovate.cz
buzz trackinghelp?
how can
15© Synovate 2011 | www.synovate.sk | www.synovate.cz
Buzz tracking can help us to make sense of the content of online conversation
16© Synovate 2011 | www.synovate.sk | www.synovate.cz
There are many ways in which buzz tracking can add insight
Buzz tracking
Buzz tracking
Trend spotting
Trend spotting
Competitive intelligenceCompetitive intelligence
PR & crisis managementPR & crisis
management
Identify influencers &
brand evangelists
Identify influencers &
brand evangelists
Campaign management & evaluation
Campaign management & evaluation
Brand equity monitoring
Brand equity monitoring
17© Synovate 2011 | www.synovate.sk | www.synovate.cz
Buzz offers different insight to “traditional” research
Research Buzz
SpeedFieldwork dependent
Real-time
Sample sizes Small Massive
Representativity High Low
Questions answered
We set the agenda
Consumers set their own agenda
Buzz works best when used in-conjunction with traditional research to give us real-time
insights to the things that matter to consumers
18© Synovate 2011 | www.synovate.sk | www.synovate.cz
buzz trackingdeliver insight?
how can
19© Synovate 2011 | www.synovate.sk | www.synovate.cz
Buzz can be an early warning system that gives immediate feedback into
how your brand is perceived and how people are reacting to things you do
20© Synovate 2011 | www.synovate.sk | www.synovate.cz
Greenpeace protest
Greenpeace protest
Nestle terminates
supplier contract
Nestle terminates
supplier contract National
news report Facebook
storm
National news report Facebook
storm
Reports that Nestle still using
an alternative supplier
Reports that Nestle still using
an alternative supplier
This level granular understanding isn’t possible using traditional research methods – buzz reports in real time, meaning you can act faster
Nestle – Greenpeace protest 2010
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22© Synovate 2011 | www.synovate.sk | www.synovate.cz
Buzz tells you where the conversation is taking place
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Most of the conversation for Innocent smoothies takes place on microblogs like Twitter
Innocent : Sources
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The brand doesn’t make children’s food but almost half the forum conversation happens on mum’s sites
Innocent : Forums
25© Synovate 2011 | www.synovate.sk | www.synovate.cz
Buzz shows how people express their feelings about your brand - language
they use and emotions they attach
26© Synovate 2011 | www.synovate.sk | www.synovate.cz
Do you talk to your customers the way they talk about you?
Pizza Express is awesome!
Pizza Express is awesome!
Pizza Express thin pizza is yummy lots
of veggies!
Pizza Express thin pizza is yummy lots
of veggies!
The only thing we find is Pizza Express are stingy on the
toppings and without cheese they really don't fill you up.
The only thing we find is Pizza Express are stingy on the
toppings and without cheese they really don't fill you up.
Pizza Express is too posh no free
refills.
Pizza Express is too posh no free
refills.
I got some pizza express ones from the supermarket last week, never again. Tasted
horrible and I didn't even want to eat them. They were really bland.
I got some pizza express ones from the supermarket last week, never again. Tasted
horrible and I didn't even want to eat them. They were really bland.
Pizza Express
27© Synovate 2011 | www.synovate.sk | www.synovate.cz
buzz trackinghow does
work?
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Listen Monitor & understand
Identify PredictTake
action!
Synovate’s 5 stage approach
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buzzmatters!
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And what about Online Qualitative Research?
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Overview of @Life Digital Qualitative Options
@Life Online Bulletin Boards (OBBs); asynchronous discussion over 3 days
@Life Online Focus Groups (OLFGs); synchronous chat over 90 minutes
@Life Online In-Depth Interviews (OIDIs); use either OBB or OLFG foundation
Additional @Life Digital Qualitative Offerings
o @Life Digital Storytelling: an online ethnographic approach that enables respondents, using digital media in workshop settings, to tell meaningful stories about different events/parts of their lives and record highly personal viewpoints/information which might not otherwise be obtained using traditional qualitative research methods. Each respondent begins with a personal story and then uses digital techniques and professional support to transfer the personal story to media.
o @Life Online Interactive Panels: tools for continuing and dynamic interaction with communities of respondents with particular interests or profiles. They may continue over months or even years, for efficiency and/or conducting longitudinal research. The sale of this method is being restricted for the time being. More information will follow at a later date.
32© Synovate 2011 | www.synovate.sk | www.synovate.cz
Why Use Online Qualitative Methodologies?Online Bulletin Board (OBB), Online Focus Group (OLFG),
Online In-Depth Interviews (OIDIs) and Online Interactive Panels
All are especially useful for geographically dispersed targets
• OBBs, Online IDIs, Online Interactive Panels: for in-depth, detailed information and/or where need for the most accurate information outweighs the client’s need to view respondents; especially good for over-scheduled professionals or business decision makers
• OLFGs: for top-of-mind reactions to concepts where little probing is required
Images and concepts can be presented on the computer screen/‘whiteboard’
Recruiting, reporting are virtually identical to other qualitative methodologies
Transcripts easily generated online; tie every remark to a specific, named respondent
Client reporting needs may be satisfied with quicker, less expensive reporting options
No travel involved for respondents, clients, and/or moderators
• No direct and/or labor costs associated with travel
However, online methodologies carry some inherent limitations
• Inability to probe on body language, facial expressions, voice inflections
• Clients may expect bids to be less than for traditional qualitative methods, but costs are actually similar
33© Synovate 2011 | www.synovate.sk | www.synovate.cz
2 billion people are online - including most of your target market!
Asia: 825m (22%)Asia: 825m (22%)
Africa: 111m (11%)
Africa: 111m (11%)
Oceania: 21m (61%)Oceania:
21m (61%)
Middle East: 63m
(30%)
Middle East: 63m
(30%)
LatAm: 205m (35%)
LatAm: 205m (35%)
NAm: 266m (77%)
NAm: 266m (77%)
Europe: 475m (58%)
Europe: 475m (58%)
Source: Internetworldstats.com (June 2010 data)
34© Synovate 2011 | www.synovate.sk | www.synovate.cz
In most countries, the internet is the most important channel in most people’s lives – more than TV
% agreeing with statement “I can’t live without it”
Source: Synovate In:Fact study (December 2009)
Australia Brazil China India Netherlands Spain UK USA
Community Panels
36© Synovate 2011 | www.synovate.sk | www.synovate.cz
A multitude of platforms exist to
engage and listen, allowing us to be closer to consumers than ever before –
truly living in and amongst our customers.
Successful marketing in the future will be less about shouting and more about
listening.
37© Synovate 2011 | www.synovate.sk | www.synovate.cz
What is a Community Panel?
• A Community Panel is a dedicated group of existing or potential customers you engage with and learn from over time through interactive surveys and discussion forums.
• Community Panels typically include anything from several hundred to many thousands of members that you’ve profiled, pre-screened and invited to join.
• Like an exclusive club of your customers, the Community Panel provides insights on everything from product concepts to ad testing to purchase intent. Build deep profiles on your customers and track their attitudes and behaviors over time.
• Members can also be non-customers or any other relevant stakeholder group.
• Community Panels are also often referred to as:- Advisory Panels- Custom Panels- Proprietary Panels
• A Community Panel is different from an Access Panel such as Viewsnet where any client can access and ask questions of the panel.
38© Synovate 2011 | www.synovate.sk | www.synovate.cz
Critical Success Factors: Synovate’s Comprehensive Approach
Synovate believes there are three key competencies that must be delivered on to ensure the success of a custom panel. These are:
• Research Design• Project Management• Advanced Analytics• Reporting• Survey Development and
Programming• Data Capture and integration• Data Quality• Local teams knowing your
business and issues – not just programmers
• Multimedia Platform• Custom Portals• Panel Administration• Panelist profiling• Sampling
Administration /management
• Data Collection/Storage• Reporting and Data
Processing tools
• Panel Recruitment• Panel Quality• Panel Maintenance• Panel Profiling• Sample Selection• Retention/Rewards
11
22
33
Respondent Engagement/
Data Collection
(Platform/Software)
Deep Research Expertise
Ongoing Panel and
Recruit Management
39© Synovate 2011 | www.synovate.sk | www.synovate.cz
About Vision Critical
40© Synovate 2011 | www.synovate.sk | www.synovate.cz
Who are Vision Critical?
• Canada based Vision Critical is the world’s leader in technology and support services to help clients engage with and learn more from customers using interactive surveys and discussion forums. The Sparq platform is currently used by over 250 companies and engage almost 2 million respondents worldwide. For more information on Vision Critical visit www.visioncritical.com
41© Synovate 2011 | www.synovate.sk | www.synovate.cz
What features does the Vision Critical system have?
Synovate uses the Sparq platform (powered by Vision Critical) for its custom community panels. Sparq is used by over 250 companies and engages almost 2 million respondents worldwide. Features include:
Survey Authoring
•Visual Questions (Card Sort, Magnetic boards, Highlighter, Page Turner, Allocation Sliders)•Advanced scripting including piping, Branching, quota management, Rotations and Masking•Question Libraries, including past studies
Sampling and Deployments
•Advanced Sampling based on any previous question – allows for longitudinal based targeted surveys•HTML and text email designer and custom templates•Unlimited sample per study•External sample deployment•Invitations, reminder management
Panel Management
•Built in panel health reports and statistics•Search and Purge panelists based on filters•Customized HTML newsletter and general communication templates•Management of portal content and OBBs
Reporting/Data Management
•Real-time live reporting
•Participation, Topline, Verbatim reports and outputs
•Advanced cross-tab functionality with sig testing, RIM weighting and recoding
•Multiple output formats including SPSS
Discussion Boards
•Multi-segment communities•Private and public topics with moderation•One-on one or group communities•Photo upload abilities•Discussion Analysis tools (filters and highlighting based on quant info)
42© Synovate 2011 | www.synovate.sk | www.synovate.cz
What type of research is suitable for a Community Panel?
CommunityPanel Collecting
picturesSurveys
Focus groups
Bulletin board discussions
showing audio/ video
Customerevaluation
Ideation/innovations
Monitoring trends
Consumer Sentiment/
Buzz
Concept generation/testing
Product development
Pack development
Shelf/category management
Ad creation/testing
Strategy development
Customer satisfaction/
retention
43© Synovate 2011 | www.synovate.sk | www.synovate.cz
5 Reasons Why Companies Love Community Panels1. Fast and Flexible
- Collect insights quickly, always on/direct access, digestible results, quant & qual
2. Deep Profile of Customers- Longitudinal, avoid tedious duplicative q’s, go
back to people & iterate, sniff trends over time, pinpoint sample, shorter surveys
3. Engaged Participants- Insiders = less straight lining/more thought, high
response rates (avg. of 46%), customer voice
4. Bake Customer Voice into Company DNA- Bring VOC into every decision, inject research
across org, segments come to life
5. More Research for Less Money- Supplemental research at minimal extra cost,
say “yes” more, sample costs decrease with every study
44© Synovate 2011 | www.synovate.sk | www.synovate.cz
thankslistening
for
Data Quality Update
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Industry Data Quality Trends
A fundamental issue in contemporary market research is whether the results from
surveys using samples selected from online panels will provide reliable results
from which marketing and business decisions can be made with confidence. An
equally important and related question is whether the quality of online studies can
be raised to an acceptable level through the development and application of a set
of procedures dealing with the recruitment and management of online panels. To
this end, a number of important industry initiatives have been put in hand with the
intention of providing answers.
These initiatives include: • ARF – Foundation of Quality Initiative
– ARF Quality Enhancement Process V1.0• ESOMAR 26 Questions• RFL Data Quality Guide
47© Synovate 2011 | www.synovate.sk | www.synovate.cz
ARF – Foundation of Quality Initiative
Synovate Online has participated in the ARF Initiative as a major online panel
operator. With respect to online consumer samples, the ARF FoQ Initiative
determined that among the first areas it would investigate are:
• The replication and the reliability/consistency of results across waves• The comparison of online survey results with relevant benchmarks• The degree to which duplication occurs in samples when multiple sample
sources (panels) are used• The effects of multi-panel membership on survey results• The effects of respondent motivation and engagement on survey results• The connections between proposed or commonly used metrics and data
quality • The effects of survey length on survey results and on respondent survey-
taking behavior
The initiative brought together 17 online sample providers who allowed their
panel members to participate in the study. Preliminary results were
presented at the ARF conference on April 1st, 2009.
48© Synovate 2011 | www.synovate.sk | www.synovate.cz
ESOMAR 26
The ESOMAR Guide to Conducting Research on the Internet, aspublished in 2005, now contains a section with 26 reformattedquestions.
The questions were designed to help end-users discuss online access panel research methodology by creating a framework and language for dialogue with online vendors and research agencies.
Since the ESOMAR Guide was published, the growth in online researchhas been enormous. In particular there has been a large increase in thenumbers and types of online sampling sources and currently, multiplesources are frequently used to provide sample for a single project.ESOMAR therefore revised the questions to reflect current issues and toprovide an explanation of the reasons why the questions should beasked. A copy of Synovate’s answers to ESOMAR 26 is available uponrequest.
49© Synovate 2011 | www.synovate.sk | www.synovate.cz
What else you should know about our panels…:
Recruiting procedures
Panel Maintenance
Frequency of use
Recruitment sources
Privacy Policy Response Rates
Quality Control “straight liners”
Incentives
These are the questions you should ask yourself when selecting a research partner for online research….
…. Synovate is proud to provide you with a copy and share with you our answers on online panel quality.
(in “normal view” : click on icon below to obtain the document)
Profile
• ESOMAR defined 25 questions on panel quality, it will answer questions on:
50© Synovate 2011 | www.synovate.sk | www.synovate.cz
Synovate’s Data Quality Mark
1. Procedures and principles governing the recruitment, classificationand selection of samples of panelists using an online platform(sample quality)
2. Procedures governing the composition and reporting behavior ofonline respondents to specific research studies (quality of surveyresults)
3. Advice and assistance provided to users on the inherent strengthsand weaknesses of the online panel platform (methodologicalissues).
Synovate online is committed to providing reliable online surveyinformation to their clients through the application of a rigorousQuality assurance program. This program addresses threeaspects of Synovate’s online research offering:
52© Synovate 2011 | www.synovate.sk | www.synovate.cz
Our Proprietary Consumer Panels … Augmented with access to GMI panels
GMI Panels
Synovate Panels
53© Synovate 2011 | www.synovate.sk | www.synovate.cz
What types of research work best online?
54© Synovate 2011 | www.synovate.sk | www.synovate.cz
Why go online and for what?
• The secret of good online research is to play to it’s strengths and not to stretch it beyond it’s usefulness just on the basis of cost as the risks for our business are disproportionate. The key benefits of online remain:- Speed (e.g. 7 days in total for sample size n=200)- Price (cheaper by 30-40% than standard research)- Interactivity- Multimedia- Longitudinal comparison- Pre profiling of respondents
• The most common studies clients go for:- Packaging test- Concept testing- Advertisement pre/post testing (TV, Radio, Printed...)- Music advertisment test- Pricing tests- Web pages tests
• Areas of our experience:- FMCG- Finance- Motoresearch- Governmental sector
55© Synovate 2011 | www.synovate.sk | www.synovate.cz
Chart of types of research done most online
MaturityInfancy
Traditional Research
Online Research
Trackers
Multi-cultural(U.S)
Employee/CustomerSatisfaction
Product Testing
Omnibus
ConceptTesting(conjoint etc.)
U&A
B2B
This chart is a rough visualization of the hierarchy of suitability of various project types to online research.
Depending on the sample source, the nature of the questions and the length and complexity of the survey the viability of an online approach may vary markedly to that suggested by this chart.
Advertising & Communication
Effectiveness
About Synovate
57© Synovate 2011 | www.synovate.sk | www.synovate.cz
• CAPI (Computer Assisted Personal Interview)
• CATI (Computer Assisted Telephone Interview)
• PAPI (Paper Assisted Personal Interview) • Focus Groups• In-depth interviews • Central Location Tests around Czech
Republic (Synovate CLT studio in centre of Prague)
• Online research (35,000 panel members in Czech Republic)
Our CapabilitiesOur Team
• 20 full time employees
• 4 Focus Groups and In-depth interviews moderators
• 4 Fieldwork department employees • 1 qualitative research recruiter • Censydiam certified moderators • Own network of interviewers (8
regional supervisors, more than 250 interviewers)
• Internal data processing department and 150 analytics available in regional DP centre in Sophia
Synovate Czech Republic Meteor Centre Office park „B“, Sokolovská 100/94, Prague 8
About us
Synovate, the market research arm of Aegis Group plc, generates insights to help clients drive competitive brand, product and customer experience strategies. A truly borderless company with offices in over 60 countries, our approach combines best in class global research capabilities with personalised service, local knowledge and the flexibility to create teams and processes that meet clients' specific requirements. At Synovate, our clients sit at the top of our organisational chart, driving us to continually develop more innovative research solutions that predict actual business outcomes.
We are member of:
58© Synovate 2011 | www.synovate.sk | www.synovate.cz
Our reference
• AmRest s.r.o.• AmRest Coffee s.r.o.• Bauer Media v.o.s.• Billa s.r.o.• Česká spořitelna a.s.• Českomoravská stavební spořitelna a.s.• Československá obchodní banka a.s.• Emco spol. s r.o.• Ferrero Ceska s.r.o.• Fotex Česká republika s.r.o.• Globus ČR k.s. • Heineken Česká republika• HSBC Bank plc• JT International,spol. s.r.o.• KRAFT FOODS CR s.r.o.• Konica Minolta Business Solutions Czech s.r.o.
• Lactalis CZ s.r.o.• McCANN-ERICKSON PRAGUE s.r.o.• Nestlé Česko s.r.o.• Philips Česká republika s.r.o.• Pivovary Staropramen a.s.• Plzeňský Prazdroj a.s.• Provident Financial s. r. o. • Red Bull Česká republika s.r.o.• s.a. Coca-Cola Services n.v.• Sociologický ústav AV ČR, v.v.i.• ŠKODA AUTO a.s.• Telefónica O2 Czech Republic a.s.• Tesco Stores ČR a.s.• T-Mobile Czech Republic a.s.• Vitana, a.s.• Vodafone Czech Republic,a.s.
59© Synovate 2011 | www.synovate.sk | www.synovate.cz
• CAPI (Computer Assisted Personal Interview)
• CATI (Computer Assisted Telephone Interview)
• PAPI (Paper Assisted Personal Interview) • Focus Groups• In-depth interviews • Central Location Tests around Slovakia
Our CapabilitiesOur Team
• 9 full time employees
• 4 Focus Groups and In-depth interviews moderators
• 2 Fieldwork department employees • Own network of interviewers (8
regional supervisors, more than 250 interviewers)
• Internal data processing department and 150 analytics available in regional DP centre in Sophia
Synovate SlovakiaDunajská 4, 811 08 Bratislava, Slovakia
About us
Synovate, the market research arm of Aegis Group plc, generates insights to help clients drive competitive brand, product and customer experience strategies. A truly borderless company with offices in over 60 countries, our approach combines best in class global research capabilities with personalised service, local knowledge and the flexibility to create teams and processes that meet clients' specific requirements. At Synovate, our clients sit at the top of our organisational chart, driving us to continually develop more innovative research solutions that predict actual business outcomes.
We are member of:
60© Synovate 2011 | www.synovate.sk | www.synovate.cz
Our reference
• Heineken
• Kraft Foods
• Procter & Gamble
• Unilever
• Bongrain
• Palma
• Vitana
• Nestle
• Tchibo
• Coca Cola
• Karloff
• Imperial Tobacco
• Adidas
• Grotto
• Tesco
• Shopping Palace
• Lidl
• Kaufland
• Ikea• Kika• Hilti• Shell• Bayer• Pfizer• Gedeon Richter• Provident Financial• GE Money• ČSOB• mBank• ProfiCredit• MasterCard• Slovenská Sporiteľňa• Orange• HBO• TNT• Renault• Microsoft• Probugas• Východoslovenská energetika
© Synovate 2011 | www.synovate.sk | www.synovate.cz
Eva VeisováManaging Director CZ&SK
Phone: + 420 242 480 901Mobil: + 420 603 194 057
Synovate Czech RepublicMeteor Centre Office Park „B“Sokolovská 100/94186 00 Prague 8
www.synovate.skwww.synovate.cz
Questions?
Please, don’t be hesitate to contact me.
© Synovate 2011 | www.synovate.sk | www.synovate.cz
Thank you!
Our curiosity is all yours!