Category Archives: Customer Satisfaction

What needs are driving the 55-plus car owner?

The age of new-auto purchasers is rising and that will have implications on many related areas, including service, according to Foresight Research, Rochester Hills, Mich. “In the past few years we have seen a dramatic trend in the age of … Continue reading

Posted in Automotive Research, Customer Satisfaction, Seniors/Mature | Comments Off

Kroger’s QueVision fuses data points to shorten checkout lines

As reported by RetailWire’s Bernice Hurst, the top retail innovation in InformationWeek’s Elite 100 recently went to Kroger Co.’s QueVision system, which is designed to ensure that customers never have more than one person in line ahead of them. Now … Continue reading

Posted in Customer Satisfaction, Employee Studies, Predictive Analytics, Shopper Insights | Comments Off

A frequent customer is not always a loyal one

Frequency doesn’t equal loyalty in the retail realm. That’s one conclusion from a new study from Cardlytics based on a “whole-wallet” analysis of transaction records held by banks for nearly 70 percent of U.S. households. The research, as reported by … Continue reading

Posted in Consumer Psychology, Customer Satisfaction, Retailing, Shopper Insights | Comments Off

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 | Comments Off

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

Posted in Consumer Research, Customer Satisfaction | Comments Off

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