Why NPS is Used as an Internal Benchmark

  Organizations are becoming smarter. More tools are available than ever before to measure your performance and the experience for your customers and employees. But why do organizations often look to their competition to see if they are on par with the market average? Why not look inside your own...read more

The Importance of Customer Feedback

Being in business means more than just selling your services or goods. According to a study, being in business today means selling, monitoring, engaging, social sharing, online reviewing, reputation managing, generating, and -- most importantly -- listening. Surveying your customers regularly and in...read more

[Webinar]: Why the World is Ready for Better Feedback Management Programs

Date: Wednesday, July 22, 2015 Time: 2pm ET | 11am PT Speakers: Darrell Gehrt, Vice President, Inquisium and Mike Phillips, Director of Feedback Strategy, Inquisium Online surveys, big data, enterprise feedback management – no matter the buzz word, it’s become clear that the world is ready for more...read more

Getting to Know You

I heard a recent episode on NPR that referred to the importance of social media for promoting “mom and pop” businesses. It has been a long held belief of mine that smaller organizations, even solo practitioners, can benefit from the analytics practices that larger organizations. After all data is...read more

A Recap of CX Week

  Bike to Work Day. Teacher Appreciation Week. American Heart Month. Lately, there is an observance for nearly every major cause and CX Week (May 11-15) is no exception. Every year in May, customer experience professionals from around the world unite to celebrate their love for customer experience –...read more

Merging the Streams of Market Research and Business Analytics

As a trend watcher in the IT space I have noticed a consistent drumbeat over the last few years. CIOs and their interest in analytics and business intelligence has been consistent if not increasing. This makes perfect sense as companies realize they need to leverage both internal and external data...read more

The Final Four: Ways to Collect Data in Survey Research

When we strip away the glamor, the surveys we create and administer are nothing more than data collection platforms. Novice researchers may focus on basic question types, but as we expand our skills the more astute researcher realizes there are many ways to capture data through the questions asked....read more

Sorting the Wheat from the Chaf: Determining Significance in Survey Data

As market researchers it is our task to sort the wheat from the chaff. Whether the data is from a survey or customer transactions it is our function to extrapolate meaning and educate those who can do something with it. When we dig into the details underlying our data we are often confronted with a...read more

Say, Just What is a Likert Scale Anyway?

If you have been around survey research for any length of time you have come across the ubiquitous Likert scale. But, do you ever wonder what the Likert scale really is? This question format and its strongly agree to strongly disagree framework is a staple for in the pantry of questions we use on...read more

How Does My Sample Compare to Reality: Ensuring Representative Samples

When it comes to sample selection we want to ensure that our respondents are representative of or look like the population of interest. How do we make sure this is the case? A keystone method in market research is to use Census data as a point of comparison. This is especially true in consumer...read more
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