by February 22, 2013
There is a new C-level position taking shape. According to work
published in the Harvard Business Review blog the next generation
of C-level executive is likely to be the Chief Customer Officer
(CCO). This is a good thing for those of us in marketing research
and consumer insight positions as it...read more
by February 19, 2013
Are questions with dichotomous answers the best use of our online
survey design? Answering this question is not as simple as saying
Yes or No. Dichotomous questions (those with two response options)
may be simple to answer, however they leave one key component
behind. Variance allows us to dive more...read more
by February 14, 2013
It’s time to reach out and touch someone. All eyes are on
Valentine’s Day and sharing the love. How does this thought process
apply to market research you may ask? Well that’s easy to see if
you consider each survey touchpoint an opportunity to share a bit
of love. It doesn’t matter if you are...read more
by December 26, 2012
Recent statistics once again reinforce that customers are looking
for exceptional customer service, and if they don’t find it one
place, they will look elsewhere—customers have the power. According
to research by Oracle in their 2012 CX Index Report ‘Why customer
satisfaction is no longer good...read more
by June 5, 2012
As I have reported recently there are trends afoot in customer
satisfaction (CSat), loyalty and retention that will make marketers
jobs more challenging in the years to come. Yet should we throw in
the towel and give up measuring customer satisfaction and its
impacts upon loyalty, retention and...read more
by October 12, 2011
In my research course, we recently delved into the discussion of
scaling and measurement. No lack of material for discussion in this
chapter! One of the students asked what my preference was in
questionnaire design - single-item measures or those with multiple
items. A fair question I thought and...read more
by August 11, 2011
How do you define loyalty? This is a concept that marketers have
thought and worried about for decades. As a topic area, academics
and practitioners alike have thoroughly conducted customer loyalty
research. A few things that we know about loyal customers: They
tend to be satisfied They return with...read more
by November 24, 2010
Recently, I wrote about the American Customer Satisfaction Index.
Other known methods for assessing satisfaction and loyalty include
the Kano Method, Net Promoter Score (NPS), TNS Customer Loyalty
Index, etc. Each of these methods has it strengths and weaknesses.
In this post I propose another...read more
by November 17, 2010
A lot of time is spent praising the Net Promoter Score (NPS) as the
end all, be all of customer satisfaction measurement. NPS is a
great approach to measuring customer loyalty, but it isn't a
one-size-fits all measurement method.To give you some idea of why
it's not always the best metric, let's...read more
by October 26, 2010
In today’s time-compressed world survey researchers are challenged
to gather enough data to meet a research project’s objectives, but
at the same time not overburden the respondent. In a previous post,
I showed how abandonment rate rises significantly after 30
questions. Online survey tools offer us...read more
