Webinar Q&A: Crimes in Survey Design

Last Thursday, I hosted the Crimes in Survey Design webinar. We had many great questions come in that we unfortunately did not have time to get to, but have answered below! If you missed the webinar or would like to watch it again, the recording is available here. What is the ideal rating scale: 5...read more

Top 15 Blog Posts of 2013

I can’t believe 2013 is almost over! There are so many great blogs that we’ve posted over the past 12 months, that I wanted to keep up with tradition and give all of our readers a recap of the most popular blog posts of 2013! Enjoy! Samples at Random Sometimes being random is exactly what your...read more

5 Customer Service Lessons from United

I tend not to plan my "entertainment" very well when I fly somewhere. I always have things to do on the flight (writing this for example), but not for the first or last twenty minutes when all electronic devices must be stowed. Thus, I'm left with no other option than to flip through Sky Mall...read more

Q & A from The Voice of the Customer: From Feedback to Action Webinar

Last week, we hosted a webinar with Senior Research Analyst from Aberdeen Group, Aly Pinder, and Global Client Experience Senior Program Manager from Cornerstone OnDemand, Jen Maldonado. We had TONS of great questions. We've gone through the all questions and answered them here. If you missed the...read more

10 Pieces of VoC Advice from the Industry's Best

Every year, Forrester receives nominations for their Voice of the Customer Awards. As part of the process, the nominees answer a series of six questions that are designed ot get to the heart of their programs. Adele Sage shared the ten best pieces of VoC wisdom submitted by nominees based on answers...read more

Best of the Blog: Happy 4th Birthday!

The Survey Blog turned 4 this month! Reflecting back over the last year, we wanted to share some of our favorite posts from the last year. Enjoy! ABC's for Trainers Sarah has tips for every letter of the alphabet from ADDIE to Metrics aren't evil to Perceptions are not always Reality to Zinc. Pick a...read more

The Mathematics of Customer Satisfaction

Customer satisfaction is often considered to be a fairly soft measurement, relying on such markers as client feelings and industry leanings. Zack Urlocker, a guest contributor for Forbes, has provided an interesting formula for quantifying customer satisfaction in this article, and with the effects...read more

To Brand or Not to Brand (Your Survey)

To brand or not to brand is the question. Market researchers face this with every survey they release. Should they design the survey with corporate approved colors and logos or should they go plain Jane and avoid the design elements? There are good reasons for both. The advent of online survey...read more

Employee Engagement to Boost ROI

Many organizations are big fans of publicizing slogans about how their people are their number one priority, yet constantly increasing shareholder value is more often their biggest concern. Luckily for most of the workforce, recent studies have found that actively engaging (and not just satisfying)...read more

Alternate Measures of Customer Satisfaction

I had the pleasure of recently sitting in on a webinar hosted by the AMA and presented by Keith Chrzan, the Chief Research Officer at Maritz Research. Keith took a deep dive into the sometimes murky realm of customer satisfaction measurement. Improving customer satisfaction is a critical path to...read more
Crimes in Design Webinar
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