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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.

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.
Customer satisfaction and choice modeling: a marriage
When researching customer satisfaction, most practitioners bypass an opportunity to truly extend the value of the customer service information. This article discusses how the management "value gap" of satisfaction research can be closed by incorporating additional data and choice-modeling ideas.
Understanding what customers want and diagnosing how to improve
Marketing researchers are under increasing pressure to provide practical, actionable direction in their reporting. The marketing researchers use techniques designed to both systematically evaluate what customers want and to diagnose what should be done to serve customers better. This article briefly reviews some of these techniques and their evolution, highlighting how the techniques evaluate what is important to customers and how they diagnose what should be done to improve customer service.
In customer satisfaction measurement you don't always get what you expect
By asking how important each issue is to the customer and then how well a company performs regarding is­sue, customer satisfaction survey results can yield more actionable insights.
Long John Silver’s uses in-bound surveys to get reactions from a key customer segment
Long John Silver used in-bound surveys of drive-through and carry-out patrons to better understand customers and to measure customer satisfaction.

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February 23-24, 2015
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