The heart of what we do, in both consumer and B2B marketing research, is identifying those aspects of the experience that satisfy and delight the customers. It is at this nexus that customer loyalty is born. This ultimately will lead to more retained customers growing their business with us over the...read more

Let’s do the time warp again or so they sang in The Rocky Horror Picture Show: How does this relate to survey questionnaire design? Time is one asset we can never get back so those of us involved in data collection must be conscious not only of the time it takes a respondent to complete our survey,...read more

Presenting our findings, be it from a bank customer satisfaction study or an employee assessment, brings a sense of closure for most researchers. There are few things worse than to have your work side-lined. With this in mind, if our presentation is the big opportunity for closure then what needs to...read more

Just what is a benchmark study anyway? A fine question you ask. Benchmarking is the process of establishing a metric and comparing it to other data points of reference. These studies are commonly used in both consumer and B2B marketing research.Benchmark studies are often used to track such...read more

A survey is not a crystal ball, but if used correctly, it gives you information you need to make better future decisions. Below are some tips to make it happen. 1. Better Decisions. When you do a survey (or other marketing research), you are checking with your marketplace before deciding to...read more

Net Promoter Score is a management tool that can be used to gauge the loyalty of an organization’s client base. It serves as an alternative to traditional customer satisfaction measurements. Net Promoter Score (NPS) is a metric developed by Fred Reichheld, Bain & Company, and Satmetrix to measure...read more

Voice of the Customer (VOC) is one of the fastest growing areas of market research. Voice of customer data is a powerful source of business intelligence for your marketing team, regardless of the size of your organization. Sometimes new initiatives can be overwhelming to know how to start, what to...read more

Many people ask the question How do I create a customer survey? The basic steps are the same no matter what type of client survey you're writing: customer satisfaction, global market research, product development surveys, etc.Step 1: Sit down and figure out what the goal of the survey is. Are you...read more

A few weeks ago, I gave you tips for what to include in the executive summary section of your next survey report. But what about the overall structure of the report? There are typically seven sections in a market research report: title page, table of contents, executive summary, methodology,...read more

J.D. Power and Associates' latest hotel guest survey was released Tuesday with interesting results. Despite the down economy resulting in cutting of staff, services and amenities, guests say hotels are doing a better job meeting customer expectations and improving customer satisfaction. J.D. Power...read more