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Category Archives: Customer Satisfaction
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
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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
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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
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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
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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
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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
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Following up: Customer-sat survey addresses employee-coaching problem
A popular topic on this blog over the past year has been customer satisfaction surveys and their accompanying issues. Among these is the issue of employee involvement, when workers inform a customer about a survey. Whether it’s a cashier reminding … Continue reading
Posted in Customer Satisfaction, Marketing Best Practices, Quantitative Research, Research Industry Trends, Survey Development
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Is a two-question survey still a survey?
In the last month, I took both of my cars to the dealer for regular service. For my Mercedes, I waited in their lobby while the car was serviced. I was offered gourmet coffee and cookies and was able to use … Continue reading
Big Data? C-suiters don’t know what to do with it
A survey of C-level business executives in the United States and Europe found that 62 percent don’t have a strategy for effectively using the customer-originated data flowing through their networks. The survey, conducted by Coleman Parkes Research for Opus Research and … Continue reading
Posted in Customer Satisfaction, Quantitative Research, Social Media and Marketing Research, The Business of Research
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Is too much emphasis being placed on the “Like” button?
Who doesn’t want to be liked? We spend a vast majority of our life trying to get people to approve of us. Companies are no different. In an attempt to connect with their customers and potential customers, more and more organizations are … Continue reading
