DEV Community: Kaumudi Tiwari

How to Use Thematic Analysis for Developer Surveys: A Step-by-Step Guide

Kaumudi Tiwari — Mon, 25 Aug 2025 08:03:35 +0000

Developer surveys are an excellent way to gather insights about developer preferences, challenges, and needs. However, the real challenge lies in making sense of qualitative responses—the open-ended answers that can be goldmines of information if analyzed correctly.

This is where thematic analysis comes in. It’s a method that helps you identify, analyze, and report recurring themes or patterns in qualitative data, providing actionable insights to inform product, community, or content strategies.

In this guide, we’ll take you through a step-by-step approach to performing thematic analysis on developer surveys, specifically designed for beginners.

Why Use Thematic Analysis for Developer Surveys?

Before diving into the steps, let’s understand why thematic analysis is ideal for developer surveys:

Organizes qualitative data for clarity
Reveals patterns in developer sentiment
Helps uncover hidden opportunities and pain points
Guides product improvements and marketing strategies

For example, if your survey asked developers about challenges in using your API, thematic analysis could reveal common themes like “lack of documentation,” “integration complexity,” or “slow support response.”

Step-by-Step Guide to Thematic Analysis

1. Familiarize Yourself with the Data
Start by reading through all survey responses carefully. Take notes to understand recurring words, ideas, or emotions.

Example:
Responses like “The API setup is confusing” or “I wish there was more documentation” indicate an early theme around developer onboarding difficulties.

Tip: Use tools like Google Sheets, Excel, or platforms like Notion to collect and organize responses.

2. Generate Initial Codes

Coding involves labeling pieces of data that seem meaningful. Each label (code) summarizes a key idea.

Example Codes:

Documentation gaps
Setup complexity
Lack of SDK support
Response delays from support team

Use tools like:

Airtable – for tagging and filtering responses
Dovetail – for deeper qualitative analysis
Miro – for visual brainstorming

3. Identify Themes
Group similar codes into broader themes. Themes should represent patterns that help answer your research question.

Example Themes:

Onboarding Experience → Documentation gaps, setup complexity
Developer Support → Delayed responses, unclear troubleshooting steps
Feature Requests → Need for SDKs, better error handling

4. Review and Refine Themes
Revisit your data and check:

Do these themes make sense?
Do they accurately represent the responses?
Are there overlapping themes that should be combined? This ensures accuracy and eliminates irrelevant noise.

5. Define and Name Themes

Give each theme a clear and concise name. This makes your findings easy to communicate.

Example:

Instead of “Documentation issues,” say “Insufficient Onboarding Resources”.
Instead of “Support delays,” say “Need for Faster Technical Assistance.”

6. Analyze and Report Findings
Translate your themes into actionable insights.

Example Report:

Survey analysis revealed that 60% of developers struggle with onboarding due to limited documentation and setup complexities. Improving developer guides and adding SDK examples could reduce onboarding friction and increase API adoption.”`

Consider using visuals like bar charts, word clouds, or theme maps to make the report more engaging.

Real-World Applications

Thematic analysis can help teams:

Product Teams: Prioritize feature development based on feedback.
Developer Relations: Tailor content to address pain points.
Marketing Teams: Create targeted messaging that resonates with developers.
Community Managers: Build more meaningful developer engagement strategies.

Best Practices

Use Automation Smartly: Tools like ChatGPT or MonkeyLearn can assist in identifying patterns but always validate manually.
Keep the Developer Perspective: Use their language in your themes for authenticity.
Iterate Regularly: Revisit your analysis as you gather new feedback.

Conclusion

Thematic analysis turns raw survey data into actionable insights, making it an essential skill for developer-facing teams. Whether you’re improving API documentation, streamlining onboarding, or planning new features, this structured method ensures you truly understand developer needs.

Start small, follow the steps in this guide, and refine your process as you go—the more you practice, the more value you’ll extract from your developer surveys.

Benefits of Using Kiosk Surveys

Kaumudi Tiwari — Mon, 22 Jul 2024 05:14:41 +0000

Are you tired of those long, boring surveys you must complete on your computer or phone? Do you wish there was a more fun and interactive way to share your opinions?

Well, look no further than the mighty kiosk survey! That's right, those little interactive machines you see popping up in stores and restaurants are not just for ordering food or buying lottery tickets anymore - they're also the ultimate survey tool!

You will have a little fun tapping away at the touch screen, and kiosk surveys also offer many benefits for businesses. From boosting response rates to providing real-time data insights, kiosk surveys are the cool kid on the survey block.

So sit back, relax, and get ready to discover why kiosk surveys are the way of the future. You might even enjoy taking a survey for once!

What are Kiosk Surveys & How Do they Work?

Imagine entering a store and being greeted by a talking machine that asks questions like your favorite celebrity interviewer. That's right; I'm talking about kiosk surveys! These fancy little machines pop up everywhere - from shopping malls to fast food joints - to collect customer feedback.

So how do they work? Well, it's simple. You walk up to the machine, like you're about to have a deep conversation with a robot friend, and start answering the questions. You'll usually be asked to rate your experience or answer some multiple-choice questions by tapping on the screen. And don't worry; the machine won't judge you for your answers.

But the real magic of kiosk surveys is in their convenience. You don't have to go home and fire up your computer to give feedback - you can do it right there on the spot while you're still hot and bothered about that rude cashier or that weird stain on the bathroom wall. And businesses love kiosk surveys because they get real-time data insights that they can use to improve their customer experience.

So there you have it, folks. Kiosk surveys: the robot interviewer that's always there for you.

Benefits of Using Kiosk Surveys & their Use Cases

#1. Cost Effectiveness

One of the significant benefits of using kiosk surveys is their cost-effectiveness. Compared to traditional surveys, kiosk surveys are often more affordable and efficient.

Firstly, traditional surveys can be expensive to print and distribute, whereas kiosk surveys can be set up once and repeatedly used without additional printing or distribution costs. Plus, kiosk surveys can be customized to suit the specific needs of a business, making them more effective in gathering the right kind of data.

Another cost-saving benefit of kiosk surveys is that they do not require staff to collect survey responses.

With traditional surveys, businesses must allocate staff time to collect and input data, which can add up quickly. On the other hand, Kiosk surveys are self-administered, meaning customers can soon complete them independently without additional staff resources.

Kiosk surveys are more environmentally friendly than paper-based surveys, saving businesses money in the long run. With paper surveys, businesses have to factor in the cost of paper and printing, not to mention the environmental impact. On the other hand, Kiosk surveys are paperless and reduce the carbon footprint of collecting customer feedback.

Overall, the cost-effectiveness of kiosk surveys makes them attractive for businesses seeking customer feedback without breaking the bank.

Use Case of how a hospital used kiosks surveys to reduce costs.

A great example of the cost-effectiveness of using kiosk surveys can be seen in the healthcare industry. In particular, a hospital in Texas was able to significantly reduce costs and improve patient satisfaction by implementing kiosk surveys.

Before using kiosk surveys, the hospital would distribute paper surveys to patients to collect feedback. However, this was a costly process requiring staff to input the data manually. Additionally, the hospital only received feedback from a small percentage of patients.

After implementing kiosk surveys, the hospital saw a significant improvement in cost and response rates. The hospital saved money on printing costs and staff time by eliminating paper surveys. And with the ease and convenience of the kiosk surveys, response rates increased from 5% to 75%.

Not only did the hospital save money on the survey process, but they could also use the data collected from the kiosk surveys to improve patient care. They identified areas where patients needed improvement and implemented changes to address these concerns.

#2. Increased Response Rates

Another benefit of using kiosk surveys is the ability to increase response rates. It is because kiosk surveys are designed to be quick and easy to complete, making it more likely that customers will take the time to provide feedback.

Compared to other survey methods, such as paper surveys or online surveys, kiosk surveys have been shown to have higher response rates.

They are self-administered, meaning customers can complete them independently without additional staff resources. Additionally, kiosks are often strategically placed in high-traffic areas, making it easy for customers to provide feedback without going out of their way.

The importance of response rates must be considered when gaining valuable insights into customer needs. The more responses a business receives, the more accurate and representative the data will be. Without high response rates, businesses may miss valuable feedback that could help improve their products, services, and overall customer experience.

By using kiosk surveys to increase response rates, businesses can gather more feedback from diverse customers. It allows them to gain insights into areas where they excel and identify areas for improvement. This valuable information will enable businesses to make data-driven decisions to improve operations and enhance customer satisfaction.

Overall, the increased response rates provided by kiosk surveys make them valuable tools for businesses seeking customer feedback.

Use Case of how a museum increased their response rates via kiosk surveys.

Let's say a local museum wants to gather feedback from visitors about their experience. They previously used paper surveys, often ignored or lost, and the response rate needed to be higher. However, after implementing kiosk surveys at various locations throughout the museum, they saw a significant increase in response rates.

Visitors could easily access the kiosk, designed with a user-friendly interface and quick survey questions. They could provide feedback about specific exhibits, their overall experience, and suggestions for improvement. The kiosks also allowed for real-time data collection, enabling the museum to analyze and respond to visitor feedback quickly.

As a result of using kiosk surveys, the museum was able to gather more accurate and representative feedback from a larger sample size, leading to improved visitor satisfaction and a better overall experience. The increased response rates also provided valuable insights for the museum to make data-driven decisions and improve its exhibits and services.

#3. Real-time Feedback

Kiosk surveys provide real-time feedback, meaning responses are collected and analyzed as the user submits them. It is achieved through digital technology, allowing immediate data collection and analysis.

One of the main benefits of responding quickly to customer feedback is that it allows for the timely resolution of any issues or concerns that customers may have.

For example, suppose a customer indicates on a kiosk survey that they had a negative experience with a product or service. In that case, the company can immediately address the issue and offer a solution. It helps to prevent negative word-of-mouth and potential loss of customers.

Real-time feedback addresses customer concerns and improves the overall customer experience. By analyzing data in real time, companies can identify patterns and trends in customer feedback and adjust their products or services accordingly. It allows for a more personalized customer experience, increasing customer satisfaction and loyalty.

Moreover, real-time feedback enables companies to stay ahead of the competition by quickly addressing emerging issues and making necessary changes to their products or services. It helps maintain a competitive advantage in the market and attract new customers.

The real-time feedback provided by kiosk surveys allows for quick response times to customer feedback, timely resolution of issues, improved customer experience, and a competitive advantage in the market.

Use Case of how a hotel improved its overall satisfaction by implementing kiosk surveys.

Let's consider the example of a hotel that wants to improve its guest experience and overall satisfaction. To achieve this, the hotel implements kiosk surveys in its lobby and guest rooms to collect real-time guest feedback.

The kiosks are strategically located where guests can easily access them, such as near the front desk or in their rooms. The surveys are designed with a user-friendly interface and quick questions to encourage participation.

As guests provide feedback on the kiosks, the data is collected and analyzed in real-time, allowing the hotel management to quickly identify areas for improvement and take immediate action to address any issues.

#4. Customizable Surveys

Kiosk surveys are a powerful tool for businesses to collect valuable insights from their customers, and one key benefit of these surveys is their customizability.

Here's how kiosk surveys can be customized to fit a business's unique needs, and the benefits and importance of this customizability:

Customizable surveys allow businesses to tailor their questions to specific customer segments. For example, a clothing retailer might want to collect feedback on the fit and comfort of their clothing, but would likely want to ask different questions to men and women, or to customers of different ages. Customization allows businesses to create targeted surveys that ask the most relevant questions to specific groups of customers.

The customizability of kiosk surveys also allows businesses to gather more relevant and valuable insights into customer needs.

By asking the right questions, businesses can gain a better understanding of what their customers want and need, and can use this information to improve their products and services. Additionally, customized surveys can help businesses identify patterns and trends in customer feedback, which can inform future decision-making.

The customizability of kiosk surveys is a powerful benefit for businesses. By tailoring questions to specific customer segments, businesses can increase response rates, gather more in-depth information, and gain more relevant and valuable insights into customer needs.

Use Case of how a restaurant leverages kiosk customizable surveys and increase customer satisfaction.

Let's consider the example of a restaurant that wants to improve its customer experience and increase customer satisfaction. The restaurant implements kiosk surveys at each table to collect customer feedback to achieve this.

The restaurant customizes the survey questions to gather information about specific aspects of the customer experience, such as food quality, service, and atmosphere.

Additionally, the restaurant tailors the questions to specific customer segments, such as families with young children or couples on a date night. For example, the restaurant might ask families about their experience with the children's menu and high chairs, while asking couples about their experience with the wine selection and romantic atmosphere.

As customers provide feedback on the kiosks, the data is collected and analyzed, allowing the restaurant management to quickly identify areas for improvement and take immediate action to address any issues.

#5. Convenience for Customers

Kiosk surveys provide convenience for customers by allowing them to quickly and easily provide feedback without waiting for staff to collect their responses. Here's how this works and the benefits and importance of this convenience:

Kiosk surveys are self-service tools that are easy to use. Customers can approach the kiosk, select the survey they want to take, and begin providing their feedback. It eliminates the need for customers to wait for staff to provide them with a survey or collect their responses, saving time and hassle.

The benefits of this convenience are significant. Customers are more likely to engage with surveys when they are quick and easy to complete, leading to higher response rates and more accurate insights. Additionally, customers appreciate the convenience of providing feedback on their terms without relying on staff to facilitate the process.

Not waiting for staff to collect responses also allows businesses to gather feedback more efficiently. Staff members are free to attend to other tasks while customers provide their feedback, allowing the business to collect more responses in a shorter amount of time.

The importance of convenience in providing a positive customer experience cannot be overstated. Customers expect businesses to provide quick and easy solutions to their needs, and surveys are no exception.

By providing a self-service kiosk for feedback, businesses demonstrate their commitment to customer convenience, which can increase customer satisfaction and loyalty.

The importance of convenience in providing a positive customer experience cannot be overstated, and businesses that prioritize customer convenience are likely to see increased customer satisfaction and loyalty.

Use Case of how a clothing store provided convenience to customers by using kiosks surveys

Kiosk surveys can provide convenience for customers in the retail industry as well. For example, a clothing store may implement kiosk surveys to gather customer feedback about their shopping experience.

Using a self-service kiosk, customers can quickly provide feedback without waiting for staff to facilitate the process. This convenience saves customers time and effort and makes it more likely that they will engage with the survey process.

Additionally, the convenience of the kiosk surveys allows the clothing store to gather feedback more efficiently. With a self-service kiosk, customers can provide feedback at their own pace, without coordinating with staff members. It allows the store to collect more responses in a shorter amount of time, which can provide a more comprehensive picture of the customer experience.

Ready to enhance your business's customer experience and gather valuable insights into customer needs? Implementing kiosk surveys can provide a range of benefits, including increased response rates, real-time feedback, customizable surveys, and convenience for customers. Don't miss out on the opportunity to improve your business - start using kiosk surveys today!

Using SMS Surveys for Delivery Feedback

Kaumudi Tiwari — Tue, 09 Jul 2024 09:41:18 +0000

While there are several ways to send surveys to your customers, SMS is one of the best among them. It is quick, easy, cost-effective, and can reach a wide range of customers. Almost everybody uses a cellphone, and Short Messaging Service is one of the basic features of every cellphone. Whether it is a smartphone, iPhone, or any mobile phone, the option to send and receive SMS is always there.

Whether it is the young generation or older generation, everybody checks the messages they receive. Studies suggest that 83% of millennials open text messages within 90 seconds of receiving them. Whether you are using the latest smartphone or iPhone fully loaded with various features, SMS is something you can never stop yourself from checking. That is why SMS has the largest open rate of 98%, more than three times compared to Email. So you can use SMS Surveys as a reliable medium to gather feedback from your customers.

Why is Delivery Feedback Important?

Imagine you order a dress online. Your order is placed within seconds, and you get a notification of receiving your product within two days. But you do not get it for seven days, and you miss wearing it on occasion, which was five days after you placed your order. How would you feel? Of course terrible, because the delivery is very late than expected and ruined the wholesale purpose of buying that dress.

Similarly, if you receive the delivery on time, but the delivery staff is impolite, you will never feel good while taking delivery because it will make your Delivery Experience awful and ultimately affect your overall shopping experience. You may choose to switch to another online shopping platform or delivery service.

The same is with your customers. So if you are into the online store business, you cannot afford to ignore the delivery aspect.

Why use SMS Surveys for Delivery Feedback?

The online orders process includes registering a mobile number, and most of the online orders are made through phones only. Whether ordering a pizza or purchasing a dress for a party, a phone number is mandatory to provide. Therefore, SMS becomes a channel that you can use anytime to provide information about the customers’ orders.

You can provide delivery status like ‘Packed,’ ‘Out for Delivery,’ or ‘Delivered’ through SMS. Similarly, you can use this channel to send short surveys to the customers to obtain Delivery Feedback.

Although channels like Email and social media are also accessible easily with the increased use of smartphones, still, SMS is an unbeaten mode of communication that never loses its value. 75% of the young generation also prefer to receive communications regarding deliveries, promotions, and surveys through text messages. Here are some Benefits of SMS surveys to be sent to obtain Delivery Feedback.

Useful Features of SMS Surveys for Delivery Feedback

Here are some features of SMS Surveys that make them helpful in collecting Delivery Feedback.

SMS Survey Tools can be integrated with your POS and Delivery platforms
SMS Surveys can be scheduled
SMS Surveys can be customized and personalized
SMS Surveys can be tracked

Let’s learn more about these benefits and how you can derive them.

1. SMS Survey Tools can be integrated with your POS and Delivery platforms

It is nearly impossible to manage to send SMS Surveys to all your customers manually in a real-life scenario. That's why it's a great idea to integrate your SMS Survey Tool with your Point-of-Sales and Delivery platforms. With integration, you can set up rules to trigger SMS Surveys once the status of the order changes to 'Delivered' in your POS or delivery platform. This ensures that your SMS Surveys are sent seamlessly and automatically at the right time.

2. SMS Surveys can be scheduled

Another benefit of sending SMS Surveys is that you can schedule them as per your requirement. With SMS Survey Tools, you can also set delays in sending your Feedback SMSes. For instance, if you're seeking feedback about the product quality and not just the delivery, it may be ideal sending the SMS after a delay of 3 days instead of right away. This will give your customers enough time to experience the product. Similarly, it is a great idea to send the Feedback SMS after 2-3 hours in case of food delivery, giving the customer enough time to have had their meal.

3. SMS Surveys can be customized and personalized

You can ask any questions you like in your surveys and completely customize them. You can also white-label them by adding your company branding, logo, background, and more, and set your SMS Sender ID as well. Add logic to make your SMS Surveys more intuitive. For instance, if your customer is unhappy with the delivery (based on your first survey question), follow it up with a question to ask the reasons for dissatisfaction. You could give this as a comment box for customers to share their opinion or give them options to choose from like packaging, delay, quality, etc.

You can also personalize your SMS when sending the survey. Include customers' names, refer to the product they purchased or any other identifiable information, including your brand name, and more to put a better impression and help improve response rate. Studies suggest that 80% of customers are likely to make purchases from a brand providing them a personalized experience compared to other brands.

You also get the option to personalize your SMS surveys as per the product and delivery. You can use placeholders for this purpose. Placeholders help you insert details like the Customer’s Name, Product Purchased, and any other information relevant to the order or delivery required in the SMS. In this way, you don’t need to draft a new message manually every time. It will automatically take the details and include them in the content of the text message.

You can collect Delivery Feedback through SMS whenever a delivery is involved in your business. Be it a courier delivery or a food delivery; Delivery Feedback is relevant for all, and SMS is the best way to gather it. Here are some use cases of SMS Surveys for gathering Delivery Feedback.

4. SMS Surveys can be tracked

With Zonka Feedback, you track all the SMS Surveys you sent — view how many SMSes were sent, to whom, and when. Check delivery dates and time. View if the survey was opened and was responded to or not.

Using SMS Surveys for Delivery Feedback
Feedback for Product Delivery
Feedback for Restaurant and Food Delivery
Delivery for Couriers and Packages

Let’s explore how and where you can use SMS Surveys for obtaining Delivery Feedback.

1. Delivery of Products purchased through Online Shopping

Online shopping has become a part of the lives of many. There are different types of products that people purchase online. Be it clothes, linen suits, accessories, decor items, groceries, or even medicines; almost all products are available online for people to buy. Especially after the advent of the pandemic of COVID19, online shopping has increased to a large extent. 49% of the global customers do more online shopping than they used to do before the pandemic, and this number is 62% in the U.S.

As online shopping increases, so is the home delivery of products because delivery is a significant part of online shopping. It is something that strongly affects customers’ experiences. You can use Delivery Feedback Surveys to gauge satisfaction about various aspects of product delivery:

If you want to capture only delivery feedback, it is ideal sending a delivery survey right after the product has been delivered. Here is an example:

Hey [Name], thanks for purchasing with us. Your [product] was delivered today at [time]. We would love to know your delivery feedback. [Feedback Link] - [Company Name]

If you want to obtain feedback regarding the quality and satisfaction with the product, it is ideal to schedule it 2-3 days after the delivery. Here is an example:

Hey [Name], thanks for purchasing with us. Your [product] was delivered on [date]. We would love to know your feedback about how satisfied you are with the product quality. [Feedback Link] - [Company Name]

You can also use these templates for creating delivery feedback surveys.

Using SMS Surveys for Delivery Feedback will ensure you get the accurate picture and customer insights of how the delivery of your products was. You can trigger SMS Surveys to be sent to the customers as soon as delivery happens and the status is changed to ‘Delivered’.

2. Food Delivery and Restaurant Home Delivery Feedback

Like online shopping has increased, the delivery of food has also increased to a large extent. Researches suggest that every year, food delivery in the U.S. increases by 20%. Moreover, the pandemic has also led to the fast growth of food delivery globally. People don't feel safe and comfortable eating outside. 43% of Americans feel more comfortable getting home delivery of food rather than dining at a restaurant.

So if you have a restaurant or a takeaway restaurant, Food Delivery is a significant area to focus on. Delivery has a substantial effect on the quality of food delivered. Delay in food delivery can finish the freshness of food and make the food items stale and difficult to consume.

Moreover, the behavior of your delivery staff directly showcases your hospitality. So you need to ensure your delivery staff behaves in a pleasant like your waiters act with the customers at the restaurant. A Delivery Survey helps you to do that. You can ask these types of questions in a Food Delivery Survey:

How was the delivery?
Was the delivery person courteous?
Was the food delivered on time?
Was the food delivered packaged well?
Was the food hot and fresh when delivered?

For this purpose, you can trigger SMS surveys as soon your delivery staff delivers the food. Here is an example of a survey message you can send to collect food delivery feedback.

Hey [Name], thanks for giving us an opportunity to serve you. Your food was delivered today at [time]. We would love to know your feedback about how much you are satisfied with the quality of food and delivery service. [Feedback Link] - [Company Name]

Sending a Delivery Survey at the right time will enable you to get real-time customer insights. You will be in a position to improve Customer Experience in case you receive negative feedback. If you send SMS Surveys just after delivery, the customers can share their experience, and you can quickly take appropriate action on it. This way, you can even convert negative feedback into a positive one.

3. Delivery of Couriers

Delivery of Couriers across the globe is increasing. The global courier industry consists of more than 580,950 businesses employing around 4.1 million people. Reports suggest that the sector recorded a growth of 4% than the previous year, with total revenue amounting to $325 billion in 2019.

If you are into Courier services, delivery of goods is the mainstream work in your business. Here, capturing Delivery Feedback becomes a priority because Delivery Experience is the only thing that can take your business towards success or failure.

So whenever you deliver a shipment, you should send SMS Surveys to your customers. You can also send messages informing that the consignment is delivered and, in the same SMS, include a survey link asking for feedback. Here is an example of such a message:

Hey [Name], thanks for using our courier services. Your shipment was delivered today at [time]. We would love to know your feedback about our courier services. [Feedback Link] - [Company Name]

Sending such a message and capturing Courier Delivery Feedback will enable you to know about and improve the Customer Experience by focussing on the improvement areas of your delivery service.

You can use SMS Surveys to capture Delivery Feedback in all the above cases and any business where delivery of goods is involved.