Mobile Surveys

What Can I Get From Utilizing Mobile Surveys

The question is not what can you get but what can you not get and the answer is....I don't know. What I do know is that you can get more information than you can handle from a mobile survey. Below you will find some ideas for questions.

Some suggestion for things you might want to know and why may include:

• Demographics - Improve: target marketing,target sales, customer segmentation through the following questions.
• Age
• Gender
• Education
• Income


• Customer Satisfaction - This is something most companies don't know they can do online. Satisfied customers are you most profitable and Unsatisfied customers can be your poison. Keep it Simple.
• 1-10 Satisfaction Scale
• Additional Free Text Answer Optional


• Contact Information - This can be a sensitive area and difficult to obtain but can be useful and if they wish to be contacted they will provide the information.
• Email
• Mobile Phone Number
• Mailing Address

Benefits

Ok, now you have seen a sample of what you can get. I can give a few example situations of how each of these topics can help.

1. For me is user satisfaction is of highest importance. Users must be satisfied with the service. If they are not satisfied with the service worst case scenario and most often customers are lost and never regained.
2. I would label any free text responses I might get for improving the site or service to be next to user satisfaction. This is good because it gives me a chance to continuously improve functionality and content provided. Thus improving customer satisfaction. It also lets the customer know that they are heard and important.
3. Finally, I would say that general demographics and contact information are important for targeting the most ideal customer understand traffic flows and interactions on my site by any demographic I choose.

"Know your customers' needs, opinions, and actions. Then, fulfill them."

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CEM4Mobile Analyics Export Fuction

Mobile Analytics Export

I would like to talk about analytics and the export function. Sometimes the analytics tools just can't do what you want. Maybe it doesn't give the KPI you are looking for or just not in-depth enough to provide a clear view of what is happening. Don't get me wrong sometimes we go too deep and often can forget what we were searching for in the first place. But, it is always good to know that you can do that if you want.

As the title mentions this is about CEM4Mobile Analytics Surveys and Ranking. I use this analytics tool daily. I am always looking for a new KPI to produce or data to play around with. That is why I find the export function in CEM4Mobile so great. Yes, of course there are hundreds of different options inside the portal for organizing data, segmenting users, cross analyzing, following market trends, or discovering top performing marketing channels. However, so much more can be discovered by exporting in CSV form and manipulating the data with Microsoft Excel or Open Office equivalent Calc.

Every chart in CEM4Mobile has an export function, but the one I use the most is probably from the cross-analysis function. There the data can be shown in "daily view" so I can follow the activities of everyday.

Most recently I made a chart in Excel 2007 where I have cross analyzed handsets with user status. My goal was to find correlations between: handsets, user status, pageviews per visit, bounce rate, and visit length. With this information I could more accurately target handsets that are performing the best overall on my site and use this to improve and track user status for more loyal customers.

Previously, I have made more in-depth analyses. One such example was a previous 3 month, month by month comparison. That specific example I was examining the changes in hourly usage. I imported each month's data in the three selected areas. I found the average of pageviews, unique users, and visits for each month's average hourly amount. I then calculated the change of the most recent month from the previous month. If the change was for the better it would automatically insert a green upward pointing arrow. If the change was for the worse it would present a downward pointing red arrow. Additionally, the figures for the most recent month were colored red, yellow, or green. Red numbers were if the numbers were more than 10% below average. Yellow numbers were the 3 month average plus or minus 10%. Green numbers represented figures more than 10% above the average amount.

If anyone has any questions about using Excel to get these kinds of calculations or more I would be glad to try and assist you. Maybe I can start writing blogs posts in detail how to manipulate to find KPI's. Just so you know my specialty is in mobile analytics and I am by far not a pro Excel user, but I can try to offer my assistance in any case.

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Survey Reveals Nearly Half of Smartphone Users Blame Mobile Providers for Service Issues

(March 09, 2011) BEDFORD, Mass., BUSINESS WIRE --

Empirix Inc., a market leader of service quality assurance solutions for end-to-end comprehensive customer experience management of mobile broadband and IP-based communications systems, today announced the results of a consumer survey, conducted online by Harris Interactive and commissioned by Empirix, to explore the frequency of service issues experienced by smartphone users when utilizing multimedia activities on their smartphones. Survey results revealed that a significant percentage of adults experience service issues on a regular basis when using their smartphone to conduct a myriad of activities, including Internet searches, downloading data and searching for or watching videos. (Read Full Article Here)

Victorious mobile analytics product extended to cover mobile network traffic

CEM4Mobile Solutions Ltd releases CEM4Mobile for Operators

The core measures of success in mobile channels are defined by experience, interaction and engagement. Finland’s and the world’s leading supplier of mobile Customer Experience Management solutions and services releases CEM4Mobile for Operators extending the analysis from mobile web, applications and streaming based services to all mobile content transactions in operators’ networks.

Last year CEM4Mobile (www.cem4mobile.com) outperformed Google Analytics, Adobe’s Omniture and Bango in independent surveys. The studies compared how well the different analytics products apply to measuring the usage of the fast growing mobile content services from a business development perspective. Unlike other analytics solutions, CEM4Mobile has been now extended to fully support also mobile operators’ business case in mobile Value Added Services and their unique position in the value chain.

CEM4Mobile as a solution

CEM4Mobile is an innovative mobile analytics product with strong focus on Customer Experience Management. The offering has been particularly designed for companies providing mobile content and Value Added Services (VAS) across all of the industry’s verticals enabling them to measure and analyze interactions between end-users and mobile services, optimize their business and ensure successful customer relations. CEM4Mobile supports browsing, application and streaming based mobile services whereas the following application areas gain the most instant benefits:

• news & information services in form of directory services, news, travel, life, dating, and sport

• mobile entertainment services including music, audio-video streaming & images and mobile gaming

• mobile marketing solutions in its various formats (Mobile TV, video, MMS, games…)

• monetary gaming such as gambling, betting and lotteries

• financial services in the areas of mobile banking, micro payments, stock market and trading

• mobile shopping and auctions (e.g. m-booking, m-brokering, m-ticketing)

• communication in its various formats (community services, instant messaging, multimedia messaging, mobile TV)

CEM4Mobile seeks to provide complete picture which enables our customers to understand mobile user’s behavior, handset capabilities, location, values and opinions as well as market trends.

Operator’s business case

The worldwide mobile industry is furiously competing to provide innovative VAS to customers at the same time when the Internet brands are rapidly extending their focus and services to mobile devices. The potential of facilitating the mobile users via VAS in their daily life is enormous and still untapped to its full potential.

Whereas mobile operators were once able to control the customer experience and behaviour via operator decks, the advent of “vendor agnostic” application stores and readily-available navigation tools changed the rules of the game. Suddenly operators are left with a general understanding of the data travelling back and forth on their network without the context needed to understand the content service usage, device combinations, subscriber behavior patterns and generally the customer insight for driving optimal business decisions.

CEM4Mobile for Operators supports direct network and BSS integration providing business critical insight on third party mobile content service usage in addition to the operator’s own services. The analysis extends to use patterns, service ranking, market trends and particularly how different device and user demographic combinations impact the behavior.

Business Benefits

The benefits for mobile operators are versatile but can be concisely summarized as follows:

Managing the diversity - Instead of just reacting to a constantly changing business environment, managing the customer base proactively will result in the elimination of bad experiences on incompatible devices, higher customer retention ratio, lower customer care costs and it will help drive new revenue streams.

Business development - Integration with subscribers’ demographic and location data enables marketers to collect and link device, subscriber and service usage information through a single point of access. This insight can be used to support the development of price plans, content-handset bundles, handset subsidies and promotions.

Reduced cost of customer support - Providing customer support for the multitude of devices, operating systems and applications is driving customer care costs up sharply. Because of the wide supply of competing services and applications, regaining the business of a once lost subscriber is also increasingly hard as well as expensive.

Perceived quality - The kind of top-down, measured network quality provided by traditional Network Management Systems will only give a partial view of the end user experience as it fails to take in to consideration network independent factors, such as the device or content type being used. Also, from the end user’s point of view, perceived quality is not the same as measured quality. Perceived quality is only obtainable by asking the user himself.

Lower churn - A good CEM solution will enable real time monitoring of one or more services, regardless of – but considering - the type of device in use. This enables proactive quality improvement and elimination of end-user problems before they reach larger numbers.

Geographical reach - Operating in a global market makes it essential to be able to manage services in different markets on the markets’ own terms and conditions.

ROI - In order to effectively manage the quality of mobile services and applications all the way from the source to the end-user, one must first know the present state of service quality and prevailing mobile trends in order to set the direction for the future improvements and for securing optimal ROI from the investments.

More information

about CEM4Mobile Solutions can be requested at:

MWC Barcelona, stand 4.1HS01
CEM4Mobile Solutions Ltd
Kappelitie 6 A
02200 Espoo, Finland
sales@cem4mobile.com
tel: +358 (0)9 689 884 88

Study by Kwantic Oy: The Screen Size Challenge

Study by Web Analytics India: Part 3 of 5 Mobile Analytics Comparative
Analysis of Popular Mobile Analytics Tools

CEM4Mobile Solutions is a Finnish world-class expert in managing usage and the customer experience for mobile content services. CEM4Mobile provides software solutions and services for companies large and small which develop or produce mobile services. CEM4Mobile's offering enables companies providing mobile services to measure and analyse data on the interaction between end users and mobile services, optimise their business and ensure successful customer relations.

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(Updated) CEM4Mobile: Giants, you need to cultivate your ecosystem fast

Updated research and forecast for mobile platform market shares

Over the past several years Finland’s and the world’s leading Customer Experience Management measurement and analysis supplier for mobile services, CEM4Mobile Solutions Ltd, has been monitoring the different trends in the mobile market. Prior to MWC in Barcelona, it was time to revisit our research on mobile platform market shares from the last autumn and discover was our forecast becoming a reality.

The previous research was carried out in October by using a sample of over 58 million mobile page loads from Nordic content services between week 4 and week 41 of 2010. The research analysed actual mobile traffic collected by CEM4Mobile analytics. The survey was done and published because reliable market data is essential for companies developing and distributing mobile services. Further to this, the insight shed light on how different mobile platforms encourage people to use mobile services with their mobile handset.

Last autumn we forecasted Android to overtake Apple iOS in May 2011 and Symbian in August 2011. Android had already overtaken SonyEricsson at the end of May and the Nokia Series 30 – 40 operating systems in early July 2010.

The changes in operating system market shares

The update was based on 97 million transaction sample of mobile page loads from the week 4 / 2010 to week 5 / 2011. The research revealed that the operating system market shares have evolved during the last year as follows:

Operating System	Week 4 / 2010	Week 41 / 2010	Week 5 / 2011	Change
Symbian OS	47.91%	45.43%	43.31%	- 9.6%
Apple iOS	31.92%	27.80%	26.03%	- 18.6%
Android OS	0.83%	9.85%	16.33%	+1,867.5%
Nokia OS (S30-40)	4.47%	4.97%	5.13%	+14.8%
SonyEricsson OS	7.90%	4.10%	2.54%	-67.9%
Samsung OS	Not measured	1.97%	2.07%	-
Windows Mobile OS	2.31%	1.26%	0.80%	-65.4%

"The results show that all platforms except Nokia Series 30–40 are loosing market share to Android and against all the odds Symbian slower than Apple iOS” says CEM4Mobile’s Managing Director Janne Aalto who carried out the research. "As predicted, Android shows a rocketing rise in popularity among active mobile browser users whereas Microsoft Mobile OS seems to be fading away" Aalto continues.

Updated forecast: As predicted already in October, Android will overtake iOS in May and Symbian in August 2011

The updated forecast was made based on the trend in the last 15 weeks, i.e. the page loads from weeks 42 – 5. The average percentage changes for this period were as follows:

Operating system	Change
Android OS	+3.42%
Nokia OS (S30-40)	+0.36%
Samsung OS	+0.43%
Apple iOS	-0.22%
Symbian OS	-0.36%
SonyEricsson OS	-2.76%
Windows Mobile OS	-3.03%

If this trend continues unchanged, Android overtakes iOS in May 2011 and Symbian by the end of August 2011 in market shares, precisely as predicted. However, our forecast last autumn indicated moderate uptake for iOS and Symbian which have now turned to slight downhill. Android’s growth has continued on a very steep curve as predicted. Over the period from week 42 – 5 the service usage grew by 32,5% which builds on the explosive growth that started in late 2009.

“We have been closely following the impact of Nokia’s new handsets as well as Android and iOS based tablets entering the marketplace. Now we see that Nokia has been able to fight back and slow down the downhill at the same time when we have not yet seen a great impact from the tablets, which will be inevitable though. The recently announced alliance between Nokia and Microsoft for Windows Mobile looks challenging indeed and the giants really need to cultivate their selected ecosystem fast” says Aalto.

CEM4Mobile product family

CEM4Mobile (www.cem4mobile.com) is an innovative mobile analytics product with strong focus on Customer Experience Management. The offering has been particularly designed for companies providing mobile content and Value Added Services cross all the industry verticals. CEM4Mobile Analytics enable service providers to measure and analyse interactions between end-users and mobile services, optimise their business and ensure successful customer relations. CEM4Mobile Ranking is a tool for measuring and standardising mobile audience measurement on a national level. CEM4Mobile Metrics maintains extensive data warehouse enabling visibility and market insight for understanding the trends and dynamics of the mobile content market.

Appendix 1: Change in market share of mobile operating systems weeks 4 – 41 / 2010

Appendix 2: Change in market share of mobile operating systems weeks 42 /2010 – 5 / 2011

Appendix 3: Our forecast for change in market share of mobile operating systems between week 6 / 2011 and week 52 / 2011

More information

about CEM4Mobile Solutions can be requested at:

MWC Barcelona, stand 4.1HS01
CEM4Mobile Solutions Ltd
Kappelitie 6 A
02200 Espoo, Finland
sales@cem4mobile.com
tel: +358 (0)9 689 884 88

CEM4Mobile Solutions Ltd is a Finnish world-class expert in managing usage and the customer experience for mobile content services. CEM4Mobile provides software solutions and services for companies large and small which develop or produce mobile services. CEM4Mobile's offering enables companies providing mobile services to measure and analyse data on the interaction between end users and mobile services, optimise their business and ensure successful customer relations.

The research findings have also been recognized by top news agencies and can be found on the following websites:
www.nbc12.com/Global/
www.cbs8.com/Global/
www.newschannel5.com/story/
www.fox28.com/Global/
www.cnbc.com/
ca.finance.yahoo.com/news/
www.prnewswire.com/news-releases/

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