by May 9, 2013
Some days as a B2B market researcher, and in my previous lives in
consumer research, I find myself becoming more intimate with SPSS
files and questionnaires than with our customers. Ah, you might
say, such is the life of a quant junkie. Well that may be true, as
I do love working with the data that...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 20, 2013
Measuring customer loyalty and satisfaction is a primary task for
both consumer and B2B market research professionals. Today’s
question is a matter of time as in a snapshot (one period in time)
or a trend (measurements over a period of time.) Should
satisfaction, awareness or other measures be...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 2, 2013
Do you currently use Net Promoter Score (NPS) to gauge and measure
customer satisfaction? If so, check out these best practices that
you can implement (if you don’t already) in the beginning of 2013!
Let Customers Know You’re Using Their Feedback – Emphasize that you
are taking customer feedback and...read more
by November 30, 2012
The key to success in market research is to ask the right
questions. This sounds easy, however in reality it is not. There
are numerous examples where projects have gone wrong because we
sought answers to the wrong questions. In full disclosure this has
happened to me on more than one occasion in my...read more
by November 26, 2012
Measuring customer satisfaction is as much art as it is science.
The mix of art and science varies, but one thing is for sure as we
enter the 2012 holiday shopping season a great deal of attention
will be paid to how satisfied customers are with their shopping
experience. Retail surveys will be...read more
by November 5, 2012
When it comes to metric data you have the ultimate flexibility in
the analytical strategy you can employ. Examples of metric data
include population, age, years of education, income, monthly sales,
etc. Certain forms brand awareness and customer satisfaction
measures can also be considered metric....read more
by October 26, 2012
The who, the what, the how, the why and the when. Let’s take a look
at “the when” for establishing a timeframe for measuring customer
satisfaction. Companies, organizations and governmental entities
invest heavily in attempting to understand the drivers underlying
customer satisfaction and...read more
by October 15, 2012
At one point we all learned our ABCs. With the pace of change
currently increasing in the marketing research world we are now in
need of a refresher. In this case the A and B refer to the concept
of A/B testing and the C is the outcome of that test, better known
as the Champion. A/B testing has long...read more
