Member Experience withConsumer Reports Insights Panel

Community Satisfaction

0

1

2

3

4

5

6

7

8

9

10

Community Satisfaction Recommendation

CR Insights Panel

7.4

6.7

Member Experience with CR Insights Panel

Satisfaction Scores- Over 1000 people in the CR Insights Panel rated their experience so far

- Responses were distributed between people who were happy, and those who’d like to see some improvement

KEY STATS

29%

41%

30%

Critics

Neutral

Advocates

40%

68%

43%

14%

49%

5%

46%

20%

58%

14%

9%

My opinion really matters

Express my views and opinions

Am influencing decisions

Sense of belonging

Find out new products or ideas

Interacting with other people

Learning about new things

Get what expected out of the experience

Chance to win prizes

Know what this Community is about

- We asked everyone to rank what contributed to their positive or negative experience.

- From the open ended responses, there were a couple overarching themes that came out

KEY QUANT INSIGHTSCommunity Experience

7%

4%

6%

13%

7%

13%

6%

9%

4%

12%

12%

Community Experience

Negative

Community Experience

Positive

Member Experience withCR Insights Panel

Helping Consumer Reports succeed

What do you like?I like sharing my opinion with those who will listen. And I'd like to think my opinion will help steer to good products and away from bad ones.

What should we do differently?Explain how various opinions impact CR's decision making.

What could we improve?Make it interactive. Tell us what the results were and what changes were made. compensation in some way. shorten the surveys.

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Member Experience withCR Insights Panel

Listening to CR Insights Panel

Survey lengthI would complete more surveys if they were shorter. I will not spend 10+ minutes on a survey. I appreciate being informed of front how long it will take. After a few minutes, if it is too long, I will just close out of the survey.

FeedbackPlease let us know what the consensus of opinions was from the completed exercises and what if any programming changes CR might make based on the panel's feedback.

Survey Length • Shorter Surveys have been

requested, seen in 44 separate responses

• Glitches and Technical Errors were reported from some members as well.

Feedback• 56 Members wrote explicitly

to ask for direct feedback on how their responses are being used.

• Let’s develop public-friendly information to start including in the survey activities

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I like helping CR. I have faith in it as a good organization.

It feels good to have my opinion heard

I enjoy learning what books/products you are considering. I enjoy weighing in on cover or content choices.

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- Surveys can be paired down to be shorter, even if it means separating into multiple studies

- Feedback to members should include how the data has an impact at CR

KEY QUAL INSIGHTS

Here’s what we’re planning to do:

Aim to design shorter surveys

Provide feedback on the data collected, and how it’s being used.

Highlight how participation helps Consumer Reports succeed It’s an opportunity to

have input for the future of Consumer Reports

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