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

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

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

When is it appropriate to look outside your house files for potential respondents? I go outside for sample when my internal database does not have adequate coverage in a key response group or when an “outside in” view of the market is required. There are a few options marketing researchers can...read more

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

Proving to be a relational online survey provider, Cvent continues to further itself from basic survey providers by adding additional features over the weekend. Thanks to the development of the new Address Book Sampling, survey author’s can now conduct an advanced search based on a contact’s last...read more

If you have made a significant consumer purchase in the last five years, odds are you received some form of post-sale satisfaction survey. As a professional researcher, I am cognizant to the need to collect unbiased feedback from both customers and those that chose not to purchase. This constructive...read more

The sad truth is many satisfaction surveys are a waste of time. At best, they provide lip service to a best-practice ideal and at worst they provide misleading data that could lead your business astray. Make sure you flush these five main culprits out of the shadows on your quest for happy customers...read more

I recently booked a hotel stay through a travel website for a business trip, and I received a hotel survey in my email this morning from the site. The survey was well-designed, mainly using questions based on a 10-point Likert scale with 15 questions total. While the design was strong, one of the...read more

If you’ve ever played the "telephone – pass it on" game, you’ll recognize that words mean different things to different people. And one of the challenges in questionnaire design is writing questions that each person will interpret in the same way. A good question should be short and straightforward....read more