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

Incentives: What Works?

Survey incentives are must unless you are working with an extremely devoted audience such as a political group or cause-related organization such as a charity. Even with these groups in order to reach response targets we may have to provide an incentive in exchange for their time and opinions. How...read more

Customer Satisfaction + Importance

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

Tasty Satisfaction Treats: Feedback Tips for Restaurateurs

If there were one industry that could truly benefit from consumer insight research, it is the restaurant industry. Granted there are the giants of the industry, e.g. McDonalds or Chik-fil-A, that have teams dedicated to dissecting every aspect of the customer experience, but the biggest gains can...read more

Keeping an Eye on What is Important

What is statistical significance anyway? The core of our survey data analysis should be directed toward generating consumer insights that are both meaningful and actionable. In order to achieve this joint goal we have to keep our eye on significance, both statistical and managerial.Previously we...read more

Capturing the First Time

Do you remember your first time? Well if it was your first kiss then I hope you would remember. In this case I am referring to first time you became a customer of (fill in the blank). How you feel about your first experience with a new retailer, vendor or other company plays a large role in...read more

Hotel Guest Surveys: Foundation of Leading Loyalty Programs

Summer is often thought of as the travel season with families taking their annual vacations. Of course travel and tourism occur throughout the year and are a significant input to the both US and the broader global economies. The industries that make up the tourism sector are keen at paying attention...read more

Many roads to satisfied customers

When it comes to measuring customer satisfaction there are many camps. The one thing most market researchers will agree on is that customer satisfaction (CSat as it is also known) is a multi-dimensional construct. What this means in English is that a customer’s satisfaction with your brand, company,...read more

Data Types: Survey 101

On a fundamental level, the surveys we author for our clients are nothing more than data collection platforms. It is the astute researcher that realizes there are many ways to capture data through the questions asked. The question we must ask ourselves is who is our audience?Knowing your audience...read more

Tips for Measuring Frequency of Usage in Surveys

There are two ways to get to the question of frequency of use. The first is to analyze your transactional data and create a suitable measure, such as the average number of visits in the last week, month, year etc. This provides a reliable benchmark, but it does not allow you assess the attitudes...read more
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