by March 25, 2013
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
by February 27, 2013
When is two not better than one? In survey design two is certainly
not better than one. In this case it refers to the use of
double-barreled questions. Those with little research training
often do not realize they are combining two distinct elements into
one question. The best practice is to...read more
by February 12, 2013
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
by January 7, 2013
While we highlight the most popular posts from a given month in our
newsletter, one of my favorite activities is to look back and see
what posts were the most popular overall each year. Keeping with
tradition, here's a look back across the 20 most popular posts of
2012! Customer Loyalty Month: 25...read more
by November 12, 2012
Choose your words wisely or so we have always been told. We could
extend this thought to the market research world by saying choose
your categories wisely. The categories we use in our questions
directly impacts the quality of our survey data analysis.Nowhere is
this more of an issue than in the...read more
by August 7, 2012
While teenagers and celebrities are embracing social media more
than ever before, many companies are still afraid to make the leap
into the Twitterverse, Facebooksphere, or any other social sharing
gathering place. Of the 250 organizations that have taken the
Harvard Business Review's Social...read more
by July 5, 2012
Tom Smith recently published a list of the top ten reasons
customers rated retailers poorly in customer service. The
BIGinsight.com survey asked 6,000 adults what store had the worst
customer service and why. While the first half of that
questionnaire would probably be beneficial for big box stores...read more
by May 8, 2012
Continuing on with question types and their relationship to the
data generated let’s take a peak at the allocation problem. Asking
respondents to illustrate how they allocate time and/or resources
is a common process in both consumer and B2B marketing research. We
may have interest in how customers...read more
by February 9, 2012
Just like the 2009 Mountain Dew Throwback campaign, I'm bringing
back the sentiments from this post: Offering An Additional Comment
Section Is An Online Survey Must Have additional comments,
concerns, ways for us to improve? Let us know! Seems super simple
to add this example survey question to any...read more
by February 2, 2012
A few years ago, I wrote a post titled, Market Research Process: 6
Steps to Project Success. It's one of those posts that is
constantly one of the most viewed posts on the blog. Because it's
one of the most popular posts of all time, I think it's time to
give it a refresh. So for our first Throwback...read more
