by May 31, 2013
There are a few go to techniques that we use for survey data
analysis. The primary tool used for analyzing survey data is the
crosstab. There are fancier multivariate techniques, and those have
their place, but for everyday use the crosstab is the preferred
method for analyzing nominal and ordinal...read more
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 January 26, 2013
On occasion a survey comes my way that illustrates, either with
excellence or lack of vision, good online survey design. The
illustration below comes from a customer satisfaction survey
provided by a regional grocery store to their online community. The
table speaks to one dimension of the...read more
by January 9, 2013
Testing 1,2,3, test, test. Consumer and B2B market
researchers, well actually researchers of all stripes and
disciplines, are tasked with collecting data. Said data can be from
transactions, a customer satisfaction survey, brand awareness
tracker, or some other data collection method (e.g. analysis...read more
by February 20, 2012
It is that time of year where the major annual project for my
employer is about to be released to the masses. This annual study
focuses on skills, training, and certification in the IT space,
although this year questions were included for non-technical
professionals. It is decidely a B2B marketing...read more
by February 1, 2012
Two weeks ago we began to explore how the 7 Habits of Highly
Effective People can apply to the big, wide-world of
training. Today we continue the journey, starting with habit
four.(Curious about what habits one–three look like
through the eyes of training? Check it out!)HABIT #4—Think
Win/Win...read more
by January 30, 2012
I recently came across a post that was too good not to share. The
Service Witch, aka Kimberly Nasief, posted an excellent post on the
good, bad and the ugly of customer satisfaction surveys. Let’s face
it; everyone uses some form of CSat survey in their process. Are
they all timely, well-designed...read more
by January 12, 2012
Almost three years ago, I wrote an article on how to analyze
open-ended questions faster with a quick excel trick. It is still a
very popular post, and I answer a lot of questions every month
(particularly on Step 2!) about how to do it affectively. The main
reason it's so popular is because...read more
by November 14, 2011
Marketers are often faced with the task of limited budgets and
staff resources. With these constraints in mind it makes the most
sense to focus on those areas of product and service delivery that
customers find to be most important. Post-event surveys are an
ideal tool for developing a priority list...read more
