Capturing insights from “The Telegraph” tablet app through embedded surveys - Confirmit

September 23-26, 2014 Ramada Hotel Berlin-Alexanderplatz

Organized by

#MRMW

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MRMW Berlin Sept. 23-26, 2014 #MRMW

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1

Copyright © 2014 Confirmit. All Rights Reserved


Capturing insights from

“The Telegraph” tablet app

through embedded surveys

Miguel Ramos, Mobile Practice Lead

2


Christmas Presents

3


This Summer

4


Mature generations embracing technologies

5


UK

6


Mobile phones and tablets: 6% of all sales

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Tell The Telegraph

8


The Telegraph Total UK Reach

513,846

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The Telegraph Online and Average Age

10


Challenge

Systematically measure

subscriber experience

Multichannel

11


IVR Survey

Initially

Measure

contact centre

service level

12


VoC Multichannel: Newspaper Editions

13


Subscriber Programme

Newspaper edition

Online digital edition

Tablet app

Moved from paper to online

14


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

21


Design

Bigger

clickable

choice

answer

buttons

22


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

26


Integration

https://survey.euro.confirmit.com/wix/p1357985343.aspx

https://survey.euro.confirmit.com/wix/p1357985343.aspx?userid=11

https://survey.euro.confirmit.com/wix3/p1357985343.aspx




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Integration

GPS AES Images

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GPS & Images

29


GPS & Images

30


Programme Phases




31


Analysis

Operational Strategic

Survey

Management Insights to the

Business

32


Analysis: Operational

87%

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Analysis: Strategic

34


Analysis: Strategic

35


Analysis

Operational

Immediate access, crosstab

validations, survey metrics,

programme management

Strategic

Customised portal

Insights to the business

36


Programme Phases




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


Business Actions

Alert management and

calls to action

Improvement of app

features

38


Summary

45-65 are app friendly

Integration of web surveys

within existing apps

Reports and automated alerts

39


Multichannel Feedback

monologue

40


Multichannel Feedback

dialogue

41



Miguel Ramos, Mobile Practice Lead

[email protected]

Thank You

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http://www.confirmit.com

Title Sponsor Gold Sponsors

Silver Sponsors

Premier Sponsor Bag Sponsor Workshop Sponsors


Association & Media Partners

Event App Partner

Networking Reception Partner Exhibitor


September 23-26, 2014 Ramada Hotel Berlin-Alexanderplatz

Organized by

#MRMW

Capturing insights from “The Telegraph” tablet app through embedded surveys - Confirmit

Business

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