What is statistical significance anyway? The core of our survey data analysis should be directed toward generating consumer insights that are both meaningful and actionable. In order to achieve this joint goal we have to keep our eye on significance, both statistical and managerial.Previously we...read more

Should we step to the right or step to the left? There are times when questionnaire design seems a bit like a dance step. Every researcher during his or her career has asked themselves if they should start a series of scaled questions with the high number (or most positive response) closest to the...read more

Incentives are common place in the market research industry. This is true for consumer and B2B marketing research. Often we, as survey providers, offer tokens of our appreciation ranging from branded items to gift cards (can we say Starbucks, please!) to charitable donations. Yet, incentives are not...read more

I had the pleasure of recently sitting in on a webinar hosted by the AMA and presented by Keith Chrzan, the Chief Research Officer at Maritz Research. Keith took a deep dive into the sometimes murky realm of customer satisfaction measurement. Improving customer satisfaction is a critical path to...read more

Presenting our findings, be it from a bank customer satisfaction study or an employee assessment, brings a sense of closure for most researchers. There are few things worse than to have your work side-lined. With this in mind, if our presentation is the big opportunity for closure then what needs to...read more

Your survey invitation is the key to action. In a previous post I spoke about pre-notifications as part of the communication stream. In this post, I would like to emphasize the invitation as being your primary call to action. If your target group is an existing panel, or members of your customer...read more

In a previous post, entrepreneurs and marketers agreed that startups could benefit from surveying present and potential customers. The next logical question is:  What is the best way to go about conducting these surveys? Again, entrepreneurs and marketers graciously shared their insights via email...read more

A recent survey from Forrester Research showed that America's largest banks are the least trusted in the country. Up to 33% of survey respondents weighed in, agreeing with the statement "My financial provider does what's best for me, not just its own bottom line." As the results from this survey...read more

Since so much of our reality is computerized - from banking to grocery store self-check outs, to medical records - it is now easier than ever to understand customer satisfaction in real time. Real time customer feedback and customer satisfaction is extremely valuable since it grabs customer input at...read more

A recent survey, Syniverse Mobile Banking of U.S. Non-Online-Banking Consumers, revealed that financial institutions in the U.S. as well as in global markets, have chosen to focus their resources on customers who already bank online while placing fewer resources on those who don’t. In focusing on...read more