Customer Survey of Samsung Health TV App Users

Background and Research Goal:  In Q32020, Samsung launched a new Health app on all 2020 Samsung Smart TVs that provides customers with free service to a full video catalog from the following established Health content providers: Calm, Jillian Michaels, Obe, Echelon, FitPlan and Daily Burn. Since the app launched, our teams have been interested in gaining a better perspective on user demographics, commonly-used features, and any delights or difficulties users face with the app. The main goal of this survey was to understand the user base and establish a satisfaction metric to serve as a baseline in our understanding of the product as it continues to evolve into next phases of design and technical capability.

My Contributions: I led all project planning phases including: Drafted the study plan; secured stakeholder buy-in; established survey questions based on team questions; partnered with Legal and Privacy to gain approvals for obtaining customer email list; solicited partnership with Big Data team for help in pulling customer email list; onboarded and managed Focus Vision (formerly known as Decipher) as my survey tool to deployed the survey. This survey is currently live and in the data collection phase.

Method: Stakeholder questions were transformed into a ~30 question draft survey, with screener questions, logic and termination points included. An encrypted list of over 500K customers of 2020 Samsung Smart TVs was provided to Focus Vision (Decipher). Screener questions were embedded within the survey itself in order to target users of the Samsung Health TV App. The survey is currently live and is undergoing an extended data collection phase because of the nature of screening for feature-specific users across a broader list of all 2020 TV customers.

Outcomes: TBD (survey is live)

Impact: TBD (survey is live)