Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

Understanding the Decision

Making decisions can be a challenging process. Understanding how customers navigate their decision process is a key function for both consumer and B2B market research professionals. One technique that is useful for understanding the decision matrix is CHAID analysis or known formerly as Chi-Square...read more

Customer Satisfaction + Importance

Customer satisfaction measurement can be best described as part art, part science, and part intuition. Regardless of how you view it there are several moving parts to this equation. Satisfaction, as a measure itself, is part of a larger equation centered on profitability. When designing a...read more

How representative is my sample?

The question that lies in the back of any researcher’s mind centers on what degree is their sample a reasonable measure of the population of interest? All aspects of the survey project can be spot on, but if the respondents do not form a representative sample then all bets are off for the quality of...read more

Grids gone bad

One of the great advantages of an online survey platform is its ability to easily create gridded questions. Commonly known as grids these questions are actually several questions which all use a common scale. A Likert scale is a good example where respondents are asked to rate their level of...read more

Brand Survey Analysis: Noise Removal Part 2

In a previous post I spoke to removing noise from brand awareness data. Noise comes in the form of two effects. First we removed noise created by the halo effect. This effect is common, especially in measuring brand performance along key dimensions. A halo exists when respondents’ rate attributes...read more

Analytics and BI are top priorities for CIOs in 2012

According to recent research by Gartner, the top priorities for CIOs in 2012 include analytics and business intelligence. This makes perfect sense as companies realize they need to leverage their internal and external data sources to better compete in rapidly changing markets. Analytics, including...read more

Segmentation in the B2B space

The art and science of dividing the market into meaningful and measurable clusters, aka market segmentation, is well known in the consumer space. It is no less useful in the B2B market research though. In this post we will take a quick peek at two common methods for dividing and conquering the...read more

Blackberry Sees Decline in Customer Loyalty

This just in: Blackberry devices, that soared in popularity just a few years ago, could be facing extinction. Market Watch covered a recent survey of mobile phone users that reveals important facts about the Blackberry customer loyalty index – customer satisfaction is declining. The survey shows...read more
Crimes in Design Webinar
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