Be Thankful for Feedback: Good, Bad and Indifferent

The ebbs and flows of sales in the retail world, specifically during the holidays, can keep a lot of store owners up all night. What worked once in the past might be a disaster today. This goes for both large chains, and small businesses. Recently, we’ve seen many large retailers make big more

Are your Surveys Creating Dissatisfaction?

Tell me how you really feel. Up to 95% of customers will give you a second chance if you handle their complaint successfully and quickly, but actually getting those responses is one of the biggest challenges survey planners face. Feedback is a staple of the customer experience and the very best more

Are Your Promoters Really Promoting You?

  The new corporate buzzword everyone has been talking about is NPS or Net Promoter Score. NPS is being hailed as the new way to measure customer satisfaction--it has proven to be one of the most accurate predictors of revenue growth. As a result, companies worldwide are adopting NPS as a simple more

The Changing World of Feedback

  I am writing these words on August 27, two months after Inquisium’s senior leader, Darrell Gehrt, proclaimed to us in a team meeting that “the world is ready for better feedback programs.” Darrell’s statement ignited a blaze of creative activity here at Inquisium that is still burning. The more

The Importance of Customer Feedback

Being in business means more than just selling your services or goods. According to a study, being in business today means selling, monitoring, engaging, social sharing, online reviewing, reputation managing, generating, and -- most importantly -- listening. Surveying your customers regularly and more

Managing Brand Reputation

In the previous installment we discussed the basics of assessing brand reputation by deriving it using factors important to the purchase decision and a likelihood to recommend measure, although this later component could be overall satisfaction or likelihood to continue doing business. The more

Measuring Brand Reputation

It’s all in the reputation! In both consumer and B2B marketing research there comes a time when it is critical to understand what drives the choice in a consumption scenario. We have to get down into the weeds with the consumers or business decision makers and ascertain what they feel is more

The Final Four: Ways to Collect Data in Survey Research

When we strip away the glamor, the surveys we create and administer are nothing more than data collection platforms. Novice researchers may focus on basic question types, but as we expand our skills the more astute researcher realizes there are many ways to capture data through the questions more

Uncovering the Sins of the Top Box Score

There comes a time when a direct marketing piece catches your eye. I was cleaning out some files recently and came across a white paper that covered one of my favorite topics - the use of the top box as a measure for conveying scale scores. If you are not familiar the top box score is the sum more

Why You Need a Feedback Program: A Lesson from #TheDress

On a night, seemingly just like any other, the internet spun into a frenzy of discord. The culprit was a photograph of a dress, and not just any dress—#TheDress. Some people looked at the photograph and saw white and gold; others saw blue and black. The resulting confusion and disbelief from more
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