Preventing Respondent Frustration

This post applies to consumer and B2B market researchers as well as those who design questionnaires for measuring employee satisfaction and engagement. Multiple response questions where the respondent can select any or all options are a valuable question format. However, if not handled correctly...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

20 Most Popular Posts of 2012

While we highlight the most popular posts from a given month in our newsletter, one of my favorite activities is to look back and see what posts were the most popular overall each year. Keeping with tradition, here's a look back across the 20 most popular posts of 2012!   Customer Loyalty Month: 25...read more

Embracing Your Fears

While teenagers and celebrities are embracing social media more than ever before, many companies are still afraid to make the leap into the Twitterverse, Facebooksphere, or any other social sharing gathering place. Of the 250 organizations that have taken the Harvard Business Review's Social...read more

Revisited: The 6 Steps of the Market Research Process

A few years ago, I wrote a post titled, Market Research Process: 6 Steps to Project Success. It's one of those posts that is constantly one of the most viewed posts on the blog. Because it's one of the most popular posts of all time, I think it's time to give it a refresh. So for our first Throwback...read more

Questions Gone Bad

Questions, like people can go bad. When they do, the quality of your data will suffer significantly. What do I mean by questions gone bad? There are three primary areas, according to Professor Joseph Hair, et. al. in the book Essentials of Marketing Research. They are:   Unanswerable questions...read more

Hotel Satisfaction: Maximizing Customers' Experience

I was recently away on business and was impressed with how my hotel solicited customer feedback.  Here are some ideas for your hotel survey to ensure you get the most out of your customer feedback: The survey at the hotel was different than the one delivered to my email after my stay.The hotel,...read more

There are No Wrong Answers, Only Wrong Questions.

Whether you're hoping to increase your customer base, improve your customer experience or gauge your employee satisfaction, online surveys are a great tool to collect the feedback and information you need. And the great news is that they're easy to create yourself. But remember, there's no such...read more

The Yin and Yang of research

Left foot before the right, or is it right before the left? This is not a new dance step, but it is about using two tools that compliment each other, just as our left foot compliments the right and vice versa. At one point, not so long ago, there were two primary forms of marketing research:...read more

Best Practice Primer for Scale Usage

I believe it is safe to say that most do-it-yourself (DIY) survey researchers ignore the literature regarding best practices on scale creation. If our goal is to provide decision makers with actionable marketing or other information then we should choose our scales with care. There are several...read more
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