capturing insights from “the telegraph” tablet app through embedded surveys - confirmit
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September 23-26, 2014 Ramada Hotel Berlin-Alexanderplatz
Organized by
#MRMW
Title Sponsor Gold Sponsors
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Premier Sponsor Bag Sponsor Workshop Sponsors
MRMW Berlin Sept. 23-26, 2014 #MRMW
Association & Media Partners
Event App Partner
Networking Reception Partner Exhibitor
MRMW Berlin Sept. 23-26, 2014 #MRMW
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Copyright © 2014 Confirmit. All Rights Reserved
Copyright © 2014 Confirmit. All Rights Reserved
Capturing insights from
“The Telegraph” tablet app
through embedded surveys
Miguel Ramos, Mobile Practice Lead
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Christmas Presents
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This Summer
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Mature generations embracing technologies
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UK
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Mobile phones and tablets: 6% of all sales
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Tell The Telegraph
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The Telegraph Total UK Reach
513,846
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The Telegraph Online and Average Age
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Challenge
Systematically measure
subscriber experience
Multichannel
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IVR Survey
Initially
Measure
contact centre
service level
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VoC Multichannel: Newspaper Editions
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Subscriber Programme
Newspaper edition
Online digital edition
Tablet app
Moved from paper to online
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The Telegraph iPad App
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Programme Phases
Design & Integration Multichannel
Analysis Real-time analysis
Operational & Strategic
Business Actions Closed loop alerting
Case management
Role based reporting
Strategic action management
Exec Mgmt
CX/Insights
Team Leader
Area Manager
Product Manager
Account Manager
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Programme Phases
Design & Integration
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Design
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Design
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Design
10 questions
Background data
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Design
Screen resolution
Browser resolution
Browser type
Operating system
Device information
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Design
Bigger
clickable
choice
answer
buttons
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Design
Bigger
slider
bars
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Design
Progress
bar with
percentage
of survey
done
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Completion Rate
87%
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Programme Phases
Design & Integration
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Integration
https://survey.euro.confirmit.com/wix/p1357985343.aspx
https://survey.euro.confirmit.com/wix/p1357985343.aspx?userid=11
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Integration
GPS AES Images
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GPS & Images
29
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GPS & Images
30
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Programme Phases
Design & Integration Multichannel
Analysis Real-time analysis
Operational & Strategic
31
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Analysis
Operational Strategic
Survey
Management Insights to the
Business
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Analysis: Operational
87%
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Analysis: Strategic
34
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Analysis: Strategic
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Analysis
Operational
Immediate access, crosstab
validations, survey metrics,
programme management
Strategic
Customised portal
Insights to the business
36
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Programme Phases
Design & Integration Multichannel
Analysis Real-time analysis
Operational & Strategic
Business Actions Closed loop alerting
Case management
Role based reporting
Strategic action management
Exec Mgmt
CX/Insights
Team Leader
Area Manager
Product Manager
Account Manager
37
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Business Actions
Alert management and
calls to action
Improvement of app
features
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Summary
45-65 are app friendly
Integration of web surveys
within existing apps
Reports and automated alerts
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Multichannel Feedback
monologue
40
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Multichannel Feedback
dialogue
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Copyright © 2014 Confirmit. All Rights Reserved
Copyright © 2014 Confirmit. All Rights Reserved
Miguel Ramos, Mobile Practice Lead
Thank You
Title Sponsor Gold Sponsors
Silver Sponsors
Premier Sponsor Bag Sponsor Workshop Sponsors
MRMW Berlin Sept. 23-26, 2014 #MRMW
Association & Media Partners
Event App Partner
Networking Reception Partner Exhibitor
MRMW Berlin Sept. 23-26, 2014 #MRMW
September 23-26, 2014 Ramada Hotel Berlin-Alexanderplatz
Organized by
#MRMW