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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.

How to leverage market research for relationship-building
Market research is obviously important as a data-gathering exercise but it can also help brands generate goodwill among consumers, the author argues.
Technology firm conducts worldwide satisfaction research survey via e-mail, Internet
Advanced Micro Devices switched from conducting its annual customer satisfaction survey face-to-face and via telephone interviews and mail questionnaires to primarily an Internet survey. This article describes the details of this effort, believed to be the first annual, worldwide customer satisfaction survey by a Fortune 500 company using the Internet as its primary medium.
Achieve satisfaction through customer experience management
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.
With research as a guide, General American Insurance restructures for the future
Market Directions conducted focus groups, in-depth interviews and telephone interviews to understand what drives customer satisfaction regarding health insurance.
Measuring satisfaction isn't enough - use research to improave the customer experience
Customer satisfaction measurement (CSM) has cost companies millions of dollars and months of manpower. In many companies, the CSM system is an observational tool, but not a remedial one. This article outlines a method firms can use to determine which activities will lead to results desired by customers, thus uncovering the true drivers of customer satisfaction.

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Related Events

6TH CUSTOMER EXPERIENCE IMPACT
December 8-10, 2014
The International Quality and Productivity Center will hold its annual customer experience summit on December 8-10 in New Orleans.
The Quirk"s Event
February 23-24, 2015
The Quirk’s Event is a two-day experience that flips the traditional conference model and centers around the exhibit hall. In Brooklyn, February 23-24.

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