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A call for satisfaction

Issue
October 2001
Authors
Gene Stefaniak, Z.R. Silk Tasby and Bruce Westcott
Abstract
Long John Silver’s Restaurants Inc. used interactive voice response to measure customer satisfaction, the results of which have been an escalation in customer service performance and manager involvement.

IVR: How is it different from telephone interviewing?

Issue
May 1999
Author
Rajan Sambandam
Abstract
While traditional data collection methods such as mail and phone continue to be widely used, other data collection methods are growing in popularity. This article discusses one such method: interactive voice response.

Mystery shopping reports: Are quality and timeliness competing priorities?

Issue
January 1999
Author
Elaine Buxton
Abstract
With the increasing demand for quick turnaround and the widespread availability of the Internet, e-mail and interactive voice response, the quality of mystery shopping reports can be questionable. This article discusses what goes into a quality mystery shopping report.

Let your fingers do the talking

Issue
October 1995
Authors
Roy Ralston and Cindy R. Ford
Abstract
Getting customers to complete a customer satisfaction questionnaire can be challenging. Interactive voice response interviewing (IVRI) is a relatively new technology for surveying customers. This article discusses the technique, including explaining the IVRI process and reviewing case studies.

Restoring power

Issue
June 1993
Authors
Mark Camack and Katherine Johnson
Abstract
Detroit Edison used focus groups to define and test a host of issues related to the implementation of a new system for reporting power outages. Customers overwhelmingly supported an automated telephone solution.

* Questions you should ask when selecting a telephone facility

Issue
April 2009
Author
Quirk's Staff
Abstract
Tips on how to be thorough when selecting a telephone facility for your research.

Beyond mere measurement

Issue
January 2005
Author
Judith Ann Hess
Abstract
Cites two examples of a swimwear store and a bridal store to illustrate how retailers can use mystery shopping.

Don't call us, we'll call you

Issue
October 1995
Author
Joseph Rydholm, Quirk's Editor
Abstract
Long John Silver used in-bound surveys of drive-through and carry-out patrons to better understand customers and to measure customer satisfaction.

* Product and Service Update January 2009

Issue
January 2009
Author
Quirk's Staff

* By The Numbers: Internet data quality

Issue
January 2008
Author
Randy Brooks
Abstract
A veteran researcher discusses the efforts undertaken by his research firm and others to ensure the quality of data gathered online.

A meeting of medical minds

Issue
June 2006
Author
Gary Schwebach
Abstract
Physicians who serve as key opinion leaders are often quite hard to recruit for the marketing research process. Using the medical meeting approach, in which these opinion leaders are assembled for a focused discussion, can capture their interest, but strict ethical guidelines must be adhered to.

Beyond mere measurement

Issue
October 2005
Author
David Rich
Abstract
Customer experience management (CEM) views the customer as a whole series of interactions across a variety of channels. CEM incorporates customer satisfaction and customer experience measurements, as well as customer relationship management, into one complete view of the customer across channels.

Maximizing respondent cooperation

Issue
July 2005
Author
Keith Price
Abstract
The author provides 10 things to keep in mind when fielding an Internet survey, such as avoiding long surveys, making the survey process fun and respecting respondents’ time.

Research Industry News May 2004

Issue
May 2004
Author
Quirk's Staff

Part of the foundation

Issue
October 2002
Author
Lucy Klausner
Abstract
Arvida uses a comprehensive program of profiles, a questionnaire and telephone interviewing to track customer satisfaction, so that opportunities for major and incremental improvements can be implemented and tracked.

* Research Industry News July 2010

Issue
July 2010
Author
Quirk's Staff

Product and Service Update June 2007

Issue
June 2007
Author
Quirk's Staff

Response scales for customer satisfaction research

Issue
October 2004
Authors
Keith Chrzan and Joey Michaud
Abstract
A review of the literature on response scales is bewildering. However, certain broad themes and specific findings do emerge. The article outlines the five major factors that influence the choice of response scale properties.

A timely pep talk

Issue
May 2003
Author
Joseph Rydholm, Quirk's Editor
Abstract
This article recaps a discussion between Quirk’s editor Joe Rydholm and Adrian Chedore, CEO of Synovate, at the April 2003 annual Advertising Research Foundation convention. Chedore spoke of ways to revitalize the industry and improve its near- and long-term prospects.

The people have spoken

Issue
December 1997
Author
Joseph Rydholm, Quirk's Editor
Abstract
Portland General Electric used usability tests and focus groups to make the company's power outage telephone reporting system more user-friendly.

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