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 Content: 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.

Trade Talk: More proof that MR needs to adapt

This article looks at a survey conducted among customer experience professionals and why they are more focused on increasing text analytics and VOC software than traditional marketing research.

A two-prong approach to B2B customer satisfaction research

The author suggests that a best practice for B2B customer satisfaction research should include two parallel systems: ongoing telephone interviews and periodic in-depth surveys.

How to introduce customer experience management into your firm

For B2B firms seeking to differentiate themselves, embracing customer experience management, as outlined here, offers a difficult but potentially rewarding strategy.

How to use insight communities to bridge internal silos

Many research departments are data-rich and insights-poor. This article discusses how online insight communities are different from MROCs and market access panels and can benefit customer experience professionals.

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Related Articles

There are 268 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Trade Talk: Cutting through the customer satisfaction jargon

A review of Chuck Chakrapani's book, How to Measure Service Quality & Customer Satisfaction – The Informal Field Guide for Tools and Techniques, which provides readers a basic understanding of customer satisfaction research.

Guidelines to cooperation

Using the experiences of data management firm StorageTek, the authors outline 10 best practices for creating and maintaining a satisfaction and loyalty research program.

The benefits of customer retention research

Though banks often research customer satisfaction, they would benefit from also researching issues surrounding why customers leave. This article looks at how several banks have researched customer attrition and used the results to develop customer retention strategies.

Data Use: Asymmetry analysis

This article provides a simple introduction to the analysis of asymmetrical relationships in satisfaction research, reviewing recent literature and exploring its use for resource allocation.

Get their stamp of approval

Many companies measure customer satisfaction but few of them stop to ask customers an important question: "What is the experience you want from us?" Pitney Bowes used research to find out what its customers wanted and changed a number of internal practices to better align with customer needs.

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