How To conduct Customer Satisfaction Research

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.

Sponsored White Paper: Capitalizing on Customer Feedback - Creating Measurable Value from Voice-of-the-Customer (VOC) Programs

It seems like everyone is now collecting customer feedback. However, if you have already launched your customer feedback program, you have likely discovered that turning customer feedback initiatives into a highly effective, thriving VOC program is not a simple task. Creating and implementing a thriving and highly effective VOC program requires the right vision, awareness, and accountability that link the investments to the observed returns. “Capitalizing on Customer Feedback” addresses these three themes and provides the reader with examples of the principles in practice. The reader will be introduced to: new ways to think about customer feedback; top nine most popular customer feedback strategies; five steps of VOC evolution; four principles to realizing a strong return on your VOC program; two real-life case studies demonstrating the concepts in action.

Rethinking the customer experience - part II

In part two of a two-part article, Danica Allen further explores a new approach to viewing the consumer experience and its relationship to customer satisfaction.

Rethinking the customer experience - part I

In part one of a two-part article, Danica Allen presents a new approach to viewing the consumer experience and its relationship to customer satisfaction.

Data Use: Seeing beyond the brand halo

The author shows how a closer look at some brand data can reveal helpful findings that would have otherwise gone unnoticed.

Five pitfalls to avoid for successful linkage analysis

Whether simple or complex, the linkage process is fraught with potential perils. This article outlines five of them and offers strategies to work around them.

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Related Articles

There are 189 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Forging links

If the goal is to improve customer loyalty and profitability, how do you determine where to focus time and energy in order to have the greatest impact? One solution is linkage research - a method that uses statistical modeling to identify relationships. This article reviews many of the key aspects that can make your linkage efforts successful.

What is the value of engagement?

This article describes an approach to establishing financial values for each aspect of the hotel guest experience. It addresses two critical planning questions: Can employee engagement and behavior be linked to guest expectations that allow for the calculation of potential “future value” created by better managing the guest experience? And, in an age when guest “delight” turns into “expectation,” how can hotels avoid commoditization and maintain guest loyalty?

Study explores role of market research in HMOs

Many HMOs are turning to market research to investigate improving customer service and satisfaction. Paria Group surveyed 225 HMOs to determine the current status of market research in HMOs.

Giving the customer a voice

Caterpillar Inc. conducted focus groups and mailed surveys to determine its customers’ perception of product quality and potential areas for improvement.

Focus groups tell Standard Register that service is most important

Standard Register used internal focus groups with management and external groups with clients in the development of its advertising campaign. Information obtained via this research has also resulted in a new company-wide commitment to service.

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