Some days as a B2B market researcher, and in my previous lives in consumer research, I find myself becoming more intimate with SPSS files and questionnaires than with our customers. Ah, you might say, such is the life of a quant junkie. Well that may be true, as I do love working with the data that...read more

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

Measuring customer loyalty and satisfaction is a primary task for both consumer and B2B market research professionals. Today’s question is a matter of time as in a snapshot (one period in time) or a trend (measurements over a period of time.) Should satisfaction, awareness or other measures be...read more

In one of Ozzy Osbourne’s songs he uses the phrase “going forward in reverse.” Little did the singer know that his lyrics would also apply to survey research, specifically to the area of questionnaire design.  One of the key concerns facing researchers today is data quality. It is all too easy for...read more

Missing data can quickly  turn your actionable consumer insights into a lackluster pile of data. It is an issue that both consumer analytics professionals and B2B market researchers face on a regular basis. It is also an issue with which database marketers must contend. In essence, data is missing...read more

Do you currently use Net Promoter Score (NPS) to gauge and measure customer satisfaction? If so, check out these best practices that you can implement (if you don’t already) in the beginning of 2013! Let Customers Know You’re Using Their Feedback – Emphasize that you are taking customer feedback and...read more

I recently taught a session of introduction to quantitative methods. The students brought up several excellent questions including a series on data types. There is no way of escaping at least a cursory chat on data types if you are involved in either consumer or B2B market research. The...read more

The key to success in market research is to ask the right questions. This sounds easy, however in reality it is not. There are numerous examples where projects have gone wrong because we sought answers to the wrong questions. In full disclosure this has happened to me on more than one occasion in my...read more

Getting to know your customers through qualitative and quantitative research methods, and even simple discussions with them, will provide insight capable of driving significant change to your acquisition and retention management programs. The example below uses a matrix-question format designed to...read more

Measuring customer satisfaction is as much art as it is science. The mix of art and science varies, but one thing is for sure as we enter the 2012 holiday shopping season a great deal of attention will be paid to how satisfied customers are with their shopping experience. Retail surveys will be...read more