Category Archives: Customer Satisfaction

Consumers like their feedback fast

Three-quarters (75 percent) of consumers now expect to be able to offer feedback on their experiences in the moment, according to a press release on a recent study from U.K. research firm eDigitalResearch, signalling the growing importance of adequately listening … Continue reading

Posted in Customer Satisfaction, Mobile Interviewing, Shopper Insights | Comment

Pier 1, are you listening?

Back in 2006, my husband and I were gifted a set of red and white wine glasses from the Pier 1 Imports Essentials collection. They may not be fancy but they’re classic, sturdy and affordable. And what I always liked … Continue reading

Posted in Customer Satisfaction, Employee Studies, Marketing Best Practices, Research Industry Trends, Social Media and Marketing Research | Comments Off

How Home Depot put my customer feedback to good use

My husband and I recently completed a house project that involved a small amount of DIY and required more than a few trips to our local Home Depot. Despite knowing the layout of the store well enough, I was wasting … Continue reading

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Call it what you will – MR crops up at SEAT 2013

Hello, faithful readers! I’m back from maternity leave and ready to share more MR musings with you all. Did ya miss me? [Deafening silence.] Moving right along then! I believe I’ve mentioned this in previous blogs so some of you … Continue reading

Posted in Consumer Research, Customer Satisfaction, Research Industry Trends | 2 Comments

The many ways research finds us

You know how it is when you hear a new word for the first time or learn an actor’s name and then suddenly, you’re hearing it or seeing it at every turn? Working in marketing research has had that effect … Continue reading

Posted in Customer Satisfaction, Online Surveys and Research, Telephone Interviewing, The Business of Research | Comments Off

Two takes on Black Friday/Cyber Monday

With Black Friday looming, the results from two studies give a glimpse into what retailers and shoppers can expect when the turkey’s gone and the malls open their doors. As taken from the respective companies’ press materials, the first entry … Continue reading

Posted in Consumer Research, Customer Satisfaction, Online Surveys and Research, Panels | Comments Off

Reporting from CRC 2012: Advice from another CEO who gets it

I’m blogging today from the second-annual Corporate Researchers Conference in Dallas. With the first day under our belts, I wanted to share some juicy nuggets from Wednesday’s closing keynote speaker, former Southwest Airlines CEO Jim Parker (2001-2004). Anyone who has … Continue reading

Posted in Consumer Research, Customer Satisfaction, Market Research Best Practices, Marketing Research Jobs, State of the Research Industry | Comments Off

How to avoid the B2B commodity death spiral

Take a good hard look at your new product development strategies. What words come to mind? Do you think, “Fresh, daring and original!”? Or do you think, “Hmm, now where have I seen this before?” If your widgets look suspiciously … Continue reading

Posted in Business-To-Business Research, Customer Satisfaction, Industrial Research | Comments Off

Are your marketing dollars being funneled to your competitors?

Not long ago I read that Google was under investigation by American regulators over whether it manipulates results to block competitors and promote its own services. The FTC investigation is driven by claims that Google is using search results and … Continue reading

Posted in Advertising Research, Brand and Image Research, Customer Satisfaction, Marketing Best Practices | Comments Off

Consumers view giving feedback as part of their job

A Consumer Pulse study of over 1,400 U.S. consumers conducted by Boston researcher Chadwick Martin Bailey (CMB) and Denver-based iModerate Research Technologies looked at why customers complete customer satisfaction surveys and what they expect from companies and brands in return. … Continue reading

Posted in Consumer Research, Customer Satisfaction, Qualitative Research, Quantitative Research | Comments Off