Survey

The State of Conversational AI and Consumer Trust

  • May 23, 2019
  • Riley Panko
  • , Survey

In June 2018, Google unveiled Duplex, a feature of its voice assistant that could call businesses and book reservations. Duplex's lifelike voice and ability to adapt to human conversation stirred both amazement and fear among consumers. 

Artificial intelligence (AI) voice technology offers new capabilities not only to respond to our voice commands but also to hold conversations on its own. Yet, how much will people trust AI to accomplish phone-based tasks, and how do they feel about speaking to increasingly more complex AI systems?

Clutch and Ciklum, a global digital solutions company, surveyed 501 people to understand their comfort level with tools such as Google Duplex and AI voice technology overall.

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The State of Small Business Employee Benefits in 2019

  • Apr 18, 2019
  • Seamus Roddy
  • , Survey

The beginning of 2019 indicates a “continued swell of employment opportunities" as job openings exceed the number of available workers. This strong job market suggests that candidates may be considering multiple employment offers. Businesses need to offer competitive compensation packages to stand out, and benefits are a critical element.

Benefits typically include employer-sponsored health insurance, dental insurance, retirement savings plans, and other forms of non-salary compensation.

According to a recent Clutch survey, approximately one-third of job seekers (32%) begin a job search to find better pay and benefits, indicating the importance of fair and well-structured compensation and perks.

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Small Business App Features and Security in 2019

  • Apr 17, 2019
  • Emily Clark
  • , Survey

Small business app developers continue to make more complex apps with added features. The more people rely on these apps, small businesses are focusing on new ways to secure their customers' data. 

We surveyed 529 small businesses across the U.S. about the mobile app features and security measures they will prioritize in 2019. 

We define small businesses as having limited revenue and between 1 and 500 employees, which aligns with the Small Business Administration’s definition of small business. 

We discovered that small businesses focus on providing personal experiences for their app users, but don’t have sufficient resources to protect their app users' data. 

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Corporate Social Responsibility in 2019: Social Issues People Expect Businesses to Support

  • Apr 3, 2019
  • Toby Cox
  • , Survey

Today, 71% of people think it’s important for businesses to support social movements and expect businesses to lean into controversy and take unwavering stances on issues related to the environment, human rights, gender, and politics.
 
This leaves businesses wondering if they should speak up or stay silent on social issues and how their choices will impact their public relations strategy in the long-run.
 

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Small Business SEO in 2019

  • Mar 14, 2019
  • Grayson Kemper
  • , Survey

SEO is crucial for small businesses: Increasingly, interactions between businesses and customers occur through search. 

We surveyed 529 small business owners and managers about their approach to SEO and pay-per-click (PPC) advertising. We define small businesses as having between 1 and 500 employees and limited revenue, which corresponds to the Small Business Administration’s definition of small business.

We found that small businesses intend to have an SEO strategy in place either in 2019 or in the future and depend on in-house staff to execute their SEO strategies. 

Small businesses also heavily invest in PPC and recognize the importance of content marketing and voice search for search marketing. 

Small businesses can use this report to adapt to search marketing trends and be competitive in the digital landscape. 

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How Small Businesses Monitor Their Online Reputation in 2019

  • Mar 7, 2019
  • Toby Cox
  • , Survey

What people say about a business online has long-term implications for a brand and can determine whether it attracts and retains customers and remains visible online. 

As a result, more small businesses are dedicating time and resources to monitoring their online reputation as they opt for more proactive strategies. 

Clutch surveyed 529 small businesses from across the U.S. to gauge how they monitor and manage their online reputation. 

We use the Small Business Administration’s definition of small businesses as those that have limited revenue and between 1 and 500 employees. 

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The State of Small Business Hiring and Recruitment in 2019

  • Mar 6, 2019
  • Riley Panko
  • , Survey

The end of 2018 saw a 3.9% unemployment rate in the U.S. The last time the unemployment rate sat below 4% was 2000.

Small businesses are benefiting from a strong economy and are boosting their employee rosters accordingly. More than half plan to add employees in 2019, and 57% say it’s unlikely they’ll fire or lay off employees this year.

Clutch surveyed 529 small business owners and managers in the U.S. to understand their recruitment plans for 2019. We analyze how many employees small businesses are planning to hire or fire and what types of roles they’re looking to fill.

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Virtual Assistants and Consumer AI

  • Feb 11, 2019
  • Grayson Kemper
  • , Survey

“Alexa, what is artificial intelligence?”

“Me,” Alexa likely would answer, according to our survey findings on consumer use of artificial intelligence (AI).

Clutch surveyed 503 people about the connected devices they own and use. We found that approximately one-fourth of people who own a connected device own a standalone, automated virtual assistant such as an Amazon Echo or Google Home (27%).

Virtual assistants are powered by AI technology and respond to user requests and voice commands on devices such as smart speakers. 

We found that people mostly use their virtual assistant to access information and issue simple commands such as setting alarms and checking the weather. 

Businesses can use this data to understand how people currently use virtual assistants and adjust their search marketing to adapt to voice search commands. 

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How Businesses Can Approach Corporate Social Responsibility and Public Relations

  • Feb 6, 2019
  • Toby Cox
  • , Survey

People expect businesses to do more than simply express support for a cause and call it corporate social responsibility; they want to see businesses act on social issues. However, corporate social responsibility is not “one size fits all.”

Businesses must consider their customers’ values, their brand's unique purpose, and where they can make the most impact when implementing a corporate social responsibility effort.
 
Clutch surveyed 420 consumers from across the U.S. who have made a purchase within the last six months to learn how they want businesses from different industries to show their commitment to social responsibility. 

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5 Ways Businesses Can Improve Telephone Customer Service

  • Feb 5, 2019
  • Riley Panko
  • , Survey

With the rise of texting and online communication such as chatbots, it may feel like people don’t use their phones to actually make calls anymore. Yet, data shows that people most frequently use their smartphones to make calls.

Communication by phone isn’t going away, and your businesses needs to know how to provide effective and efficient telephone customer service.

Clutch surveyed 501 people who called a business more than three times in the past six months to learn what they expect from telephone customer service.

The data shows that consumers value efficient service and knowledgeable staff when they call a business. They find being kept on hold, rude service, and automated phone menus frustrating. 

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