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How To conduct Customer Satisfaction Research

We've grouped together all the information our site contains on Customer Satisfaction Studies to help you quickly and easily find related articles, companies, events, jobs, associations, glossary definitions and more.

Recent Articles

Below are the 5 most recent articles on this topic. These articles were published within the last three years and are only available to registered subscribers.

Does customer experience = market research insights + implementation?
After attending conferences in both the marketing research and customer experience realms this summer, Eric Whipkey wonders if researchers are in danger of having their roles usurped or co-opted by CX professionals.
Why open-ends hold the key to customer satisfaction and loyalty
In this retailer and brand perception case study, the analysis of previously unexplored open-ended survey responses revealed drivers of customer satisfaction and loyalty ratings.
10 tips on fostering consumer loyalty and driving satisfaction
The author provides 10 tips for brands looking to differentiate themselves from the competition.
Why it’s important to give customers choices of ways to contact you
The lure of relying on Web-based customer-contact methods is strong for brands and companies but sometimes customers just want to pick up the phone to solve their problems. Thus, the authors argue, companies must offer customers a range of ways to interact with them.
Leveraging the innovation process to solve customer experience issues
The author provides an outline for applying the principles of innovation to explore customer needs and solve customer experience issues.

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Related Articles

There are 289 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

A stepwise loyalty process
Customer loyalty is important for company success. This article details seven steps to create customer loyalty.
IVR: How is it different from telephone interviewing?
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.
Implementing an integrated voice-of-the-customer architecture
Presents a recommended approach to structuring a company’s voice-of-the-customer architecture and how research can be used to create the structure.
How to evoke respondents’ brand-related stories
The author explores the use of storytelling - including elements such as plot, conflict, surprise and lesson - to uncover and explore a consumer’s relationship to a brand.
Customer satisfaction research in the physician's office
In an effort to keep waiting rooms filled, University HealthSystem Consortium, an alliance of 78 academic health centers, used standardized mail questionnaires to monitor outpatients' perceptions of their experiences.

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Related Events

CXPA 2015 INSIGHT EXCHANGE
May 5-6, 2015
The Customer Experience Professionals Association will hold its members meeting on May 5-6 at the Hotel del Coronado, Coronado, California.

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