How Much is your Customer's Voice Worth

A good customer experience is worth its weight in gold. As consumer and B2B market researchers we know this and it is our job to share the word with our colleagues in other departments. Two recent experiences reminded me of the importance of post-event satisfaction measurement. Recently I rented a...read more

Unexpected Expectations

I recently had the pleasure of taking my wife to the Umstead Hotel and Spa in Cary NC to celebrate our wedding anniversary. Now I have not stayed in many five-star resorts in my life, but this experience has certainly whetted my appetite. During our stay I had the opportunity to reflect on what...read more

NPS Needs a Little Help from its Friends

The Net Promoter Score (NPS) continues to receive a large volume of press coverage in the business and financial media. Originally, it was touted as the one number businesses needed to grow. However, time has not bared that out. Brand managers that focus solely on NPS often receive a wake-up call...read more

Measuring Work Personalities

Survey research can be used to assess the attitudes and opinions of virtually any group or sub-group. Most of my work has been in the areas of consumer and B2B market research, but from time to time my focus has shifted toward surveying employees. This makes perfect sense as our employees are the...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

A Twist on the Mean

When it comes to metric data you have the ultimate flexibility in the analytical strategy you can employ. Examples of metric data include population, age, years of education, income, monthly sales, etc. Certain forms brand awareness and customer satisfaction measures can also be considered metric....read more

Do incentives matter?

We are a busy society. There seems to be less and less time for the smaller things. This is one trend that is negatively impacting survey response rates. This is a trend in both consumer and B2B marketing research. Unless you are lucky enough to survey a rabid fanbase then response rates will always...read more

One pole or two?

When we create a scale to measure consumer attitudes, be it for consumer or B2B marketing research, we have a choice in how we create the scale. One of the first questions to ask ourselves is how many poles should be used? By poles I mean how we specify the end points for the scale. The two common...read more

Testing Using the ABCs

At one point we all learned our ABCs. With the pace of change currently increasing in the marketing research world we are now in need of a refresher. In this case the A and B refer to the concept of A/B testing and the C is the outcome of that test, better known as the Champion. A/B testing has long...read more

Capturing the First Time

Do you remember your first time? Well if it was your first kiss then I hope you would remember. In this case I am referring to first time you became a customer of (fill in the blank). How you feel about your first experience with a new retailer, vendor or other company plays a large role in...read more
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