by March 7, 2013
In both consumer and B2B market research we are often faced with
questions from clients that require both quantitative research
methods as well as the deeper insights that come from unstructured
or more qualitative approaches. Fortunately, online survey
platforms such as Cvent allow us the ability...read more
by March 5, 2013
Seldom is there a customer experience that doesn’t have an
underlying emotional dimension. Harnessing this fact is an issue
that Big Data has yet to fully resolve. However, for decades those
in the consumer behavior camp have understood this. The emotional
component to a decision or experience is...read more
by January 26, 2013
On occasion a survey comes my way that illustrates, either with
excellence or lack of vision, good online survey design. The
illustration below comes from a customer satisfaction survey
provided by a regional grocery store to their online community. The
table speaks to one dimension of the...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 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
by October 12, 2012
One of the great advantages of an online survey platform is its
ability to easily create gridded questions. Commonly known as grids
these questions are actually several questions which all use a
common scale. A Likert scale is a good example where respondents
are asked to rate their level of...read more
by October 11, 2012
Survey research principles can be applied to areas outside of
consumer or B2B market research. This should be no surprise to
readers of this blog. Trade associations are one industry vertical
that is tapping into the attitudes of its members. I recently
participated in a survey of market researchers...read more
by September 11, 2012
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
by August 27, 2012
One of the key roles researchers play in both consumer and B2B
marketing research is that of advocate for the voice of the
customer. We fulfill this role with both quantitative and
qualitative data collection, including social media analysis. Given
that the pace of information is increasing what can...read more
by June 27, 2012
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
