Online Payment Services | 1 1
1
Online Payment Services
February 24, 2014
Master of Internation Business
HTW Berlin
Group 12:
Afrin Nusrat Raka | 543333
Jessy Rashid Ismat | 534415
Thi Thuy Huong Dinh | 543210
Thu Phuong Nguyen | 543253
Marketing Survey Report
Marketing in International Business
Prof. Dr. Holger Lütters
Contact us: Sewanstrasse 215, 10319 Berlin, Germany | Phone: +49 30 120 22 99 | Email: [email protected]
Follow us:
Unlock the Way of Payment to Excellence by entering
http://questfox.com/quest.aspx?BID=9v8EXi4R
Online Payment Services | 2
Contents
Management Summary 1
Field report 2
Analyzing data 3
Conclusion 4
Online Payment Services | 3
Management summary
Dianotic based on the current financial market and future trend
Current situation
▪ Online services provide
companies with a major
marketing opportunity
▪ Companies want to engage,
interact and serve customers
better by conducting a survey
to improve online service
capabilities
▪ A clear shift between
traditional to online payment
trends motivate firms to take
further steps ahead in
researching and integrating
"Online Payment Services"
What to do?
▪ Assessing bank users' confidence in using online payment methods
(involvement scale and decision tree)
▪ What marketer's say about online banking (feedback and evaluation)
▪ Best leverage the Internet for marketing purposes (location, time)
Why needed?
How to succeed?
▪ Understanding customer needs by conducting survey
▪ By tranformation from direct to online payment, firms can cutting
down operating cost (office rental fee, employee salary...)
▪ To compete and grow with the fast movement of financial needs
especially in emerging market
▪ To centralize the transaction data in the fastest ways thought internet
▪ Noted customer feedback to maintain good relationship
An effective online presence is very important for the firm to stay competitive. Survey was conducted on
"Online Payment Services" to improve payment productivity and enable delivery of increased customer
satisfaction
Online Payment Services | 4
Management summary (cont.)
▪ Customers experience
better services by being
well served
▪ Save time
▪ More secure
▪ The third parties
(shop, restaurants,
amazon...) may have
better business
performance
▪ Have good estimation
in selling price
▪ Bankers and financial
institutions benefit
from gaining
competitive
advantages
▪ Less selling expense
when NPS increases
Objectives of Online Payment Services: Improve service model
▪ Improve customer experience and service levels in using online services
▪ Increase customer involvement
▪ Increase Net Promoter Scores (NPS)
▪ Improve productivity and effectiveness of staff
▪ Understand customer expectation to set the right service fee
Online users benefits Service providers benefits The third parties benefit
How can customers and firms benefit from that?
Online Payment Services | 5
Summary process of design intervention and survey structure
Response groups
All respondents
(including drop
outs)
n= 214
Only completed and
consistent answers
n=106
Female group
n=33
Unknow gender
n=3
Detractors (NPS)
n=21
Neutral (NPS)
n=30
Promoters (NPS)
n=10
Male group
n=56
Age groups
n=92
Project intro
Ask respondents'
experience in
using the
services
▪ Measuring
involvement
scales
No
Research
about timing
of the
process
Why users
get involved
Pricing
decision
Valuation the
fainess
opinion in
pricing &
service
received
Risk analysis
Reviews
▪ Feedback
▪ Overall experience
Ask personal
information then
infrom survey is
done
Project outro
13
Introduction Processing Involvement Price
3
6
5
4
8
7 9
10
0
1
Using questlogic to jump
non users to personal
information and outro
them
Respondents are linked into this part if they
answered that they have experience in using
the services
The survey purpose is only to survey people
in the target group those using or used online
payment services
Ask individual information:
• Gender
• Nationality
• Age
2
Yes
Ask respondents
plan to use the
service in the
future or not
Decision Risk Feedback
Purchasing
▪ Cost
▪ Confidentility
▪ Time
Ask personal information
then creen out them
12
- - - Target group is classified inside
this boundary
11
NPS
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Methodology used to conduct the survey
Category Description
Interview
method
Sent invitation by posting on Facebook the survey link
http://questfox.com/quest.aspx?BID=9v8EXi4R
Getting data from respondent
Using scales from books, websites, lectures Research
method Analyzing the data response from 106 people
PSPP: www.gnu.org/software/pspp/
Questfox: https://questfox.com
Social Media
Outreach
Contacted
People
Friends, family, colleagues
Linkedln
Tools
Online Payment Services | 7
Key findings
User feedback 1
Respondse
management 2
Analyzing data 3
What we found after conducting the survey
▪ The maximum time customer can wait around 3-5 minutes to have transaction done
▪ Customers that have less experience in online payment services do not involve in
payment services
▪ Customer considered confidentiality is the most important factors compare to transaction
time and transaction cost
Limitation 4
▪ The clear instructions to fill in survey is important, especially in Price Sensitivity Meter
question will help to lower the dropped out rate
▪ Most of respondents answered in the first 4 days after sending out survey
▪ Use multi channels (blog, facebook, twitter, mail...) to send out survey is a good approach to
measure which method is more efficiency
▪ Need to carefully check the data because each question have different number of
respondent if not set mandatory answer
▪ We had 85% of the respondent satisfied with the service, but negative -11.99% Net
Promoter Score was an unfavorable sign showing the 2 dimentions are not parallel
▪ We did not know a lot of online user expert to provide sharply comment and feedback
▪ Lack of previous experience in using tools and design
▪ The testing tool website did not work properly
Online Payment Services | 8
Press Release
Data Analysis Customer Involvement Survey Design Media Outreach Response Track A B C D E
Online Payment – Trends of future Online payment service is high involvement to customers but have negative Net
Promoter Score - results of “Involvement in Online Payment Services” survey conducting by Master of International
Business students - Team 12 from HTW Berlin.
What make people get involved?
Following the amazing development of technology, online payment services have become increasingly popular due to the
widespread use of the internet-based shopping and banking. They are the trend of modern life and gradually replacing the
traditional payment method.
How to involved people?
Out of the106 total respondents , more than 70% have used online payment services and 32% of them purchase via
Internet monthly. Moreover, about 67% of users confirmed that they see no risk in online payment comparing to non-online
payment. The most important factor customers consider when paying online is confidentiality of their personal information.
Our team
From January 5 to January 19, 2014, MIB students Team 12 conducted an online survey via Facebook and emails. The
main purpose of the survey is to understand how do people get involved in online payment services and which factors
impact on their decision when using those services.
Contact
Afrin Nusrat Raka
Sewanstrasse 215, 10319 Berlin, Germany | Phone: +49 30 120 22 99 | Email: [email protected] Follow us:
Online Payment Services | 10
Our research team members
Hoa Nguyen (Business consultant)
Afrin Nusrat Raka (Team member)
▪ Vietnamese national ▪ Working on a Marketing survey project
about Involvement in Online Payment Services
▪ Studying Master Program of International Business at HTW Berlin
▪ Previously experienced in Customer Relation in Banking
▪ Holds BA in Finance from National Economics University of Vietnam
▪ Email: [email protected]
Thu Phuong Nguyen (Team member)
▪ Bangladeshi national
▪ Having internship in Online Marketing
at Rocket Internet Gmbh
▪ Studying Master Program of
International Business at HTW Berlin
▪ Previously experienced in customer
service in Telecommunication
(Grameenphone Ltd.)
▪ Holds BBA in Finance
▪ Email: [email protected]
Thi Thuy Huong Dinh (Team member)
Hoa Nguyen (Business consultant)
▪ Bangladeshi national
▪ Studying Master Program of
International Business at HTW Berlin
▪ Previous work experience in customer
service officer in Eastern Bank Ltd.
▪ Holds Master in Human Resource
Management from Asa University
Bangladesh
▪ Email: [email protected]
Ismat Ara Ahmed (Team member)
ID: 543210 ID: 543253
ID: 534415 ID: 543333
▪ Vietnamese national ▪ Working on a Marketing survey project
about Involvement in Online Payment Services
▪ Studying Master Program of International Business at HTW Berlin
▪ Conducted research and interviews on
assessing macro economic growth
potential
▪ 2 years working in consultancy
business in corporate banking ▪ Holds BA in Economic Information
System from Economic University and Diploma in Information Technology
Online Payment Services | 11 11 11
Contents
Management Summary 1
Field report 2
Analyzing data 3
Conclusion 4
Online Payment Services | 12
Overall summary of the conducted survey about "Involvement in Online
Payment Services"
SOURCE: Team analysis
▪ English
106 out of 214 fully responded the survey with consistent answers C
▪ Average respond time:
8 minutes 1 second (Mean)
▪ Survey period:
05.01.2014 - 19.01.2014
▪ First response: 05.01.2014
▪ Last response: 19.01.2014
Timing A
Language B
Asia: 42 Europe: 42 Australia: 4 North America: 13
By continents
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`
Simple questions
Have you ever used online payment
services?
Do you plan to use online payment
services in the future?
What types of following online payment
services do you use?
How frequently do you use online
payment services?
Please indicate the maximum amount of
time you can spend to have an online
payment done?
Please indicate the maximum amount of
time you can spend to have an online
payment done?
1
2
3
4
6
8
1 4
1 5
10
Measure impact on decision to use the service
Matrix &
symantic
Net Promoter Score
(NPS)
1 6
- Interest
- Evaluation
- Risk
Which year were you born?
What is your nationality?
Please choose your gender
Please advise your comments to improve
Online Payment Services
1 7
Decision Tree
(Online vs Non-
online Payment)
Price Sensitivity
Meter
9
5 13
7 11
Complex questions
The survey includes 17 questions with different asking technique
De
sir
ed
u
se
rs h
as
mo
re e
xp
eri
en
ce
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Respond overview of total number of respondents and break down detail
Total 204 respondents
*
*
*
Overview respond status
Dropped out is definied by no answer for more than 60 minutes
… Number of
respondents
214
17
106
91
Interview fully completed
Screened out
Dropped out
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Response statistic were noted by days as follow
Day
Number of
respondent
26
…
Dropped out
Screened out
Fully completed
Total respondents by day ...
32
18
42
38
20
7 6
12
3 2
5
2 1
14 days from 05.01.2014 to 19.01.2014
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Tracking response process by order of survey questions
0
20
40
60
80
100
120
140
160
180
200
220
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
214
58
138134
115
109
81 80 79 78
63
76 77 76
112109
105105
32
74 74 74 74 74 74 74 74
61
74 75 75
106 106 105
Responses to questionblock
Survey completed
% responses to questionblock
Q8
Q1
Q9
Q10
H11
Q12
Q13
Q14
Q15
Q16
Q17
Q2
Q3
Q4
Q5
Q6
Q7
Question number
Percentatge of
response to
questionblock
Number of
respondent
Online Payment Services | 17
Breakdown percentage of respondents by AHP consistency
0.1 < CRH < 0.2
Consistent
0.2 < CRH < 0.5
Less consistent
Re-check every answer
CRH < 0.1
Very consistent
AHP Consistency
2.8%
CRH > 0.5
Not consistent at all
Consider to filter out these respondents
4.2%
CRH > 0.8
Absolutely inconsistent
Consider to delete this respondent’s answer
Not available
no consistency has been measured
Online Payment Services | 18
Respond mangament by age group, gender and nationality
Age group
Age
Number of respondents across age groups
(n=106)
Gender
Respondents gender
(n=106)
Majority of respondents are Bangladeshi and
Vietnamese
Respondents nationality
(n=105)
Online Payment Services | 19
Contents
Management summary 1
Field report 2
Analyzing data 3
Conclusion 4
Online Payment Services | 20
People don't use
the service
28%People use the service
72%
The competitiveness of online payment services in the current market
based on the number of users
Square
2CheckOut
Intuit GoPayment
Eway
American Express
Icepay
WePay
Authorize.Net
Stripe
Worldpay
Google Wallet
Others
V.me by Visa
Amazon Payments
Paypal
1%
1%
1%
1%
1%
2%
2%
3%
3%
4%
5%
6%
8%
20%
41%
n=97
Diagnosing
the market
▪ Paypal and Amazon are the leading
players
▪ 28% of respondents have never
used online payment services
▪ A lot of new players entering market
with 1-8% market share
▪ This is a highly competitive market
Initiation to
grow ▪ Increasing competitiveness by
increasing number of customers
Expected
delivery
▪ Set target to shift 28% from not
using to using the services
▪ Approach 6% customers using
other service providers
n=97
(Name of service providers) (% of market share by users)
Online Payment Services | 21
Involvement scales
1 2 3 4 5 6
1
3.37
3.01
2.95
2.95
Mean value
My use of online payment services allows other to see me as I would ideally like them to see me
I can talk about online payment services for a long time
I like to update related news about online payment services
Online payment services help me to attain the type of life I strive for
n=109
The survey result showed that people do not show much interest in online payment service
Risk
▪ Had poor experience in the past, lack of trust
in online channel
Thinking all services are the same:
▪ Depending on role: e.g. develop one new
deposit product
Others reasons
▪ No demand, no updated information, etc...
Why there is a lack of interest? Rating the interest
Direct asking
▪ People rate their interest in the service 7 out of
10
Indirect asking
▪ All four statements below average point (3.5),
means that people are not involve
The involvement research highlights
▪ Indirect questions result in more reliable data...
Online Payment Services | 22
Guidelines for identifying reasons to involve people
Why users involved
3 2 6 5 4
▪ Relationship-driven approach
that demonstrates understanding
of needs
▪ Large appetite to unlimited target
groups and industries
▪ Very low pricing for transfer fee
as well as annual fee
▪ Speed: Faster times and can
track the situation of transaction
by email, sms, transaction code
▪ Simplicity: Easy to deal with –
reluc-tance to submit many
documents and track back
▪ Customized solutions tailored to
their needs, e.g., hightech
concentration; Collections;
Rates Hedging
The average score fluctuation between
6.89 to 7.28 indicates a positive sign
that users are dedicated
8 7 10 Positive 9 1 Negative 0
(n=106)
Online Payment Services | 23
Price sensitivity meter indicates the range of acceptable annual fee between 4.54 to
9.76 Euro
Applying Van Westendorp's pricing approach, the amount between marginal cheapness (4.54€) and point of
marginal expensiveness (9.76€) is relatively small which is only 5.22€
Price implication
▪ In the short term, this
small pricing
difference can be an
advantage not to enter
the price stress
▪ In the long term, pricing
scheme depends on the
target market and the
firm's vision to set the
right price
Point of Marginal Cheapness:
Optimal Price Point:
Indifference Price Point:
Point of Marginal Expensiveness:
4,54 (4-5)
6 (6-7)
9,65 (9-10)
9,76 (9-10)
Online Payment Services | 24
Understanding marketer's evaluation about online banking
Dimension
Accurate execution
Confidentiality of information
Website interface
Online customer support
Processing time
Valuation according to 5 major dimensions
1.09
Std Dev
1.21
1.34
1.00
1.13
4.06
Mean
4.58
4.54
4.24
3.90
n=78, min = 1, max =6
SOURCE: Team analysis
▪ The priority
requirement is
processing the
payments properly
▪ Secondary is to
protect data and
ensure
confidentiality
▪ Next, the website
design, support
and time process
are also very
important
Key findings in survey
evaluation
Online Payment Services | 25
Assessing brand recognition and user's confidence in using the service by
analyzing risk and differentiation
0%
10%
20%
30%
40%
50%
60%
70%
80%
Risky No risk No comment
Risk in online payment services
n=63
0%
10%
20%
30%
40%
50%
60%
70%
Alike Not alike No comment
Differenciation in online payment services
n=63
▪ 67% people responded that services are no
risk compare to non online
▪ 62% respondent suppose service providers
are not alike
9.5% of respondents rate risk
as an important issue that
needs to be solved because
it has a direct negative effect
to user's confidence
14.86% customers think all
service is alike, should
downtrend the alike scales to
run business in competitive
market
Need a better method to
survey around 20%
respondents who neither
know nor comment about
risk and differentiation
Online Payment Services | 26
Whether customer's make decision to shift to online transaction
environment is mainly based on the confidentiality of the information
1. Focusing on transaction confidentiality is the most important factor
2. Reducing the transaction cost
3. Faster transaction time
3 key decision highlights which customers consider most important are:
No. of customers considering confidentiality (blue) is almost 3 times higher than transaction cost (green) and 3 times higher
than processing time (orange)
Decision Baseline by asking 74 people how did they decide to choose between online via non-online services
Online Payment Services | 27
Analyzing users' overall experience and expectations. How user valuates the
services?
What users said What users value
“The online payment allow you to
save time or shop online faster
and easier. It also safe and secure
because you always have a
receipt after each payment. I love
to use it and love to show people
the way to use it as well"
- Respondent
▪ Safe and secure with clear record by
having receipt
▪ Development and growing tendency
of the services
▪ Advantages of payment for shopping
online
"It's a pretty awesome way for
purchasing goods and it's safe"
- Respondent
Overall experience
n=74
(%)
5
5.5%
6
8.1%
50
67.6%
13
17.5%
1
1.3%
▪ 85.1% users has good overall
experience
Very dissatisfied Dissatisfied Neither satisfied
nor dissatisfied
Satisfied Very satisfied
Online Payment Services | 28
The negative Net Promoter Score at -11,99% is unfavorable
The Net Promoter Score is affected primarily by 3 factors which are the service ifself, users
and the market
Performance problem
Lack of
interest Highly
competivive
market
▪ Prefer other
payment methods
▪ Don't want to
change payment
behavior
▪ Various payment
channels narrow
down the market
share
▪ Takes a long duration to transfers sometimes
▪ Need more confidentiality and security of data
▪ Need common standards authorized by TÜV or ISO.
Service
Users
Market
Online Payment Services | 29
Apart from a few customers satisfied with the service, the majority of
customers provided feedback with highlights focused on "Safety, faster
transactions, and confidentiality information" to improve the service quality
Bigger text indicates that 74 customers mentioned that word frequently as part of their response
"The real weakness of online
payment services is the
vulnerability of its database
which is naturally given.
Therefore those services really
need to focus on confidentiality
and security of its data"
- Respondent
"The online payment allows you to save time or shop online faster and easier. It is also safe and secure because you always have a receipt after each payment. I love to use it and love to show people the way to use it as well"
- Respondent
Online Payment Services | 30
Contents
Management summary 1
Field report 2
Analyzing data 3
Conclusion 4
Online Payment Services | 31
There are 3 major challenges we experienced during design and conducting
the survey. These were: people, tools and approach
▪ Characteristics of the survey
and performance reviews
▪ None of the team members
have experience of marketing
or conducing a survey before
▪ Take time to understand and
get used to the system (ex.
illustration of banners,
sounds...)
▪ Unclear ideas about next
milestones in linking data to
analyzing
▪ Non-consistent answers
because the topic is new or
not of interest to people
▪ Huge gap of thinking and
sharing between experts and
normal users
▪ Respondents had difficulty
during survey process (ex.
server down, design mistake,
non-English speakers...)
▪ Hard to pick the best time to
send out the survey due to
different time zone in five
continents
Design team had
little
experience
Approaching people
to fill in the survey
Test.Questfox
web doesn't always
work properly
Issue found:
▪ Server down
▪ Interface change
▪ Lack of tool, theme, function.
Click "save" button to complete
every small change
▪ Error when rechecking the
answers at Price Sensitivity
Meter
▪ Have to add CSS code to design
▪ The screen resolution in pixel
may result in different looks in
different computer
▪ Password n/a in the old version
Require well defined target
group respondents and
motivate people to be more
involved
Sharing and asking to maximize
capacity of the analyzing tools
Need to understand concepts &
good practices on survey
management
Online Payment Services | 32
Conclusion
What does the survey do What the survey does not do
▪ A positive side of using online marketing
is a decrease in time and cost
▪ Can get good data record by IP track,
personal information, readable
information and concise answers
▪ Develop a set of materials and cases
which can link to other source of
research
▪ Achieve a measurable goal in the field-
research, people feel more free and
comfortable to describle what they really
think
▪ Build skills in students to role out the
program to further batches (thesis,
working life, marketing mindset)
▪ Improve collaboration between theory
(involvement scale, respond
management..) and practise measuring
and analyzing data in (%, respondents...)
▪ Doesn't work in some locations with
non hightech base and infractucture
(low internet, unfamiliar with
computer skills..)
▪ Hard to measure respondent
attitudes (e.g. listening to feedback in
a more detailed way)
▪ Create a sceptical attitude by asking
unknown people to click into the link
▪ Don't know if the respondent's are
really in the target group or they may
be competitors, other market
surveyors
▪ Programming issues causing
inconsistent survey results (e.g.
server down)
Online Payment Services | 33
Infographic link
https://infogr.am/involvement-in-online-payment-services?src=web
@
2/23/2014 questfox - project structure
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Detailed Project Overview: "12 Involvement in online payment services"
Date: 23.02.2014, 19:09
Client area: MIB_2013_HTW_Berlin
Description:Huong Dinh, Phuong Nguyen, Raka, Ismat
Project intro:
Dear Sir/Madam,
We would like to invite you to complete the following survey about online payment services. This short survey seeks to obtain
feedback from customers. By understanding your needs and hearing your suggestions we will be able to improve our services and
assist you better.
The survey will take about 7 minutes to complete. We thank you for time.
Best regards,
Marketing Project Team
HTW Berlin
Q1: Have you ever used online payment services?
Pre-Test Comments:Vertical scale better
Do people know what an online payment system is?
Have you ever used online payment services (paying or purchasing via Internet)?
Yes
No
Input not valid
Q2: Do you plan to use online payment services in the future?
Do you plan to use the online payment services in the future?
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Yes
No
May be
Input not valid
Q3: What types of following online payment services do you use?
What types of following online payment services do you use?
Square V.me by Visa Braintree
Google Wallet Intuit GoPayment Stripe
Dwolla Serve, from American Express Other (please specify)
Amazon Payments Samurai, by Feefighters
PayPal Authorize.Net
2CheckOut Worldpay
Skrill (before Moneybookers) Eway
WePay Icepay
Input not valid
Q4: How frequently do you use online payment services?
Pre-Test Comments:Is it on a time axis? I think it is more related to the times I shjop online. I would ask in percent of the times someone shops online
How frequently do you use online payment services?
Daily
Weekly
Monthly
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Occasionally (a few times per year)
Rarely
Input not valid
Q5: Involvement Scales - interest
Pre-Test Comments:Horror colors. What happened? What does 1 to 8 as a question stand for?
How would you rate your interest in each of the following descriptions about online payment services?
"10" means you have a lot of interest in using online payment service and "0" means you have none at all
Unimportant Important
Of no concern to me Of concern to me
Irrelevant Relevant
Useless Useful
Not beneficial Beneficial
Worthless Valuable
Uninterested Interested
Please move the slider to answer the question
Q6: Involvement: How much do you agree with each of the following statements?
Pre-Test Comments:spelling items are not related to payment
"I understand the features well enough to evaluate the system" of what???
"Use of this product helps me behave in the manner that I would like to behave"??? singular now?
How much do you agree with each of the following statements?
Strongly disagree Disagree Neutral Agree Strongly agree
I can talk about online payment services for a long time
6 . 0
6 . 0
6 . 0
6 . 0
6 . 0
6 . 0
6 . 0
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Online payment services help me to attain the type of life I strive for
My use of online payment services allows other to see me as I would
ideally like them to see me
I like to update related news about online payment services
Input not valid
Q7: Price Sensitivity
Pre-Test Comments:spelling items are not related to payment "I understand the features well enough to evaluate the system" of what???
"Use of this product helps me behave in the manner that I would like to behave"??? singular now?
Please input the annual fee to use online payment services, in which you think:
Please input valid numbers between 0 to 100. Too cheap < cheap < expensive < very expensive. Example ( too cheap: 1, cheap: 5, expensive: 10, very expensive: 15)
too cheap €
cheap (good value) €
expensive €
too expensive €
too cheap < cheap < expensive < very expensive
Q8: Transaction time
Pre-Test Comments:what scale level do you use here?
Please indicate the maximum amount of time you can spend to have an online payment done?
Less than 2 mins
3-5 mins
6-8 mins
9-11 mins
12-15 mins
More than 15 mins
Input not valid
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Q9: How would you evaluate online payment services?
Pre-Test Comments:what scale level do you use here?
How would you evaluate online payment services you have used?
Very poor Poor Quite poor Quite good Good Very good
Processing time
Online customer support
Website interface
Confidentiality of information
Accurate excecution
Input not valid
Q10: Risk & compare provider alike?
Do you think that the various online payment services available in the market are all very alike or are all very different?
I don't know
They are alike They are all different
Please move the slider or click in the check box to answer the question
Compare to non-online payment, would you say that I don't know
Online payment is less risky Online payment is more risky
Please move the slider or click in the check box to answer the question
T11: Decision Tree Online vs Non-online Payment
Maximum Number of Questions: 3Uses AHP-Scale for Alternatives
Attributes:
Online Payment vs Non-online Payment
lev el: 0 no. 1
mode: f ull
Description:
Question Text: Which factor is more important to you when choosing a payment method?Question Text SuperScale:
Processing time
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Question Text: Which factor is more important to you when choosing a payment method?
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Confidentiality/SafetyDescription:
2 . 0
2 . 0
2/23/2014 questfox - project structure
http://test.questfox.com/admin/ShowProjectStructure.aspx 6/8
Confidentiality/Safety
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mode: f ullQuestion Text: Which factor is more important to you when choosing a payment method?Question Text SuperScale:
Transaction cost
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Question Text: Which factor is more important to you when choosing a payment method?Question Text SuperScale:
Alternatives:
"input not valid"-Text: Versus-Text: vs.
Q12: Overall experience
Pre-Test Comments:Star rating really working? did not use before. Please check if you really receive answers here
Overall, how would you rate your experience with the online payment services?
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Q13: Would you recommend online payment services to your family, friends, colleagues etc.? (NPS)
Pre-Test Comments:Do not make me scroll or people will quit What is the background scale? 1 to 10???
Why is the text left far away from the scale?
Do people really need to know your internal numbering? 9.4. as important info?
Would you recommend online payment services to your family, friends, colleagues etc.?
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Q14: Customer feedback
Pre-Test Comments:Question is not in appropriate language
Please give your comments to improve online payment services
Input not valid
3 . 0
6 . 0
2/23/2014 questfox - project structure
http://test.questfox.com/admin/ShowProjectStructure.aspx 7/8
Input not valid
Q15: Gender
Please choose your gender
Female
Male
Do not want to tell
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Q16: Which year were you born?
Which year were you born?
-please choose-
Please click at the drop down button to choose the year (0 < birthyear < 2000)
Q17: Nationality
Your nationality is:
-please choose-
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2/23/2014 questfox - project structure
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Text: Sehr geehrte Teilnehmerin, sehr geehrterTeilnehmer der Studie, Sie haben an einer von questfox durchgeführten Studie teilgenommen und haben dortIhre E-Mailadresse angegeben, um Ihren persönlichen Report zu erhalten. Sie erhalten mit dieser Mail Ihre individuelle Auswertung als PDF im Anhang. Vielen Dank fürIhre Teilnahme und viel Spass bei der Lektüre. Mit freundlichen Grüssen Ihr Team pangea labs GmbH Weissbadstrasse 1 CH-9050 Appenzell www.questfox.com
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