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 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 November 17, 2011
As survey researchers we are more like projects managers than we
may think. The more I work around project managers the more I
realize we are managing projects with the same goals as any
dedicated PM. Now our projects may not be on the scale of building
a new hospital, installing a new computer...read more
by October 19, 2011
While searching for this week's TedTalk inspiration, this title
jumped out at me: Let's Simplify Legal Jargon! I agree 100%. Let's
just speak in plain English that's understood by everyone, not just
those with law degrees. During this talk, Alan Siegel discusses how
difficult it is to understand...read more
by October 19, 2011
Questions, like people can go bad. When they do, the quality of
your data will suffer significantly. What do I mean by questions
gone bad? There are three primary areas, according to Professor
Joseph Hair, et. al. in the book Essentials of Marketing Research.
They are: Unanswerable questions...read more
by September 1, 2011
I was recently away on business and was impressed with how my hotel
solicited customer feedback. Here are some ideas for your
hotel survey to ensure you get the most out of your customer
feedback: The survey at the hotel was different than the one
delivered to my email after my stay.The hotel,...read more
by August 9, 2011
Over the weekend, I was shopping for some much needed items for my
house. As I was browsing the curtain aisle, I heard someone
speaking to the man who was stocking the area near me. She
was asking him a series of questions about his work environment,
his department, and his likes or dislikes with...read more
