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Blog: 8 TIPS FOR THE PERFECT BLEND OF CUSTOMER SERVICE AND TECHNOLOGY FOR YOUR ONLINE FOCUS GROUP by Fieldwork
Published 05/20/2020

While online focus groups have been in use for a long time, it was not until recently many insights professionals began experiencing the significant advances in online qualitative research firsthand. In response to COVID-19, in-person qualitative projects had to either shift to virtual studies or inevitably be delayed. It was in this shift from in-person to online, many discovered some of online qual's newer digital capabilities. From higher-quality video recordings and AI transcription services to sentiment analysis and quick polling options during groups, improvements have made online research easier and more viable than ever. However, no matter the advances in technology, the outcome and experience of a qualitative study still requires a human touch. 

Smoothly running an online project, especially when more accustomed to working with in-person groups, may seem like a daunting task. One of the main challenges is being able to provide exceptional customer service while navigating new technologies and working with a partner that can assist with tech support. A successful online study requires a total blend of all of these so whether you are performing virtual research for the first time or the hundredth, here are 8 great tips to keep you comfortable, focused on your project, and able to create a great experience for everyone involved. 


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