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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.

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.
Shopper marketing in 2020
Sarah Gleason looks at the evolving nature of the shopper marketing function and outlines a future filled with challenges and opportunities.
Integrating big data and traditional research
The author uses a case study with AT&T Mobility as an example of how effective integration of various big data streams can enhance the customer experience research process.

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Related Articles

There are 287 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Three trending viewpoints in the field of voice-of-the-customer
Gerry Katz chronicles three current takes on the voice of the customer – the Naysayers, the Stretchers and the Technovangelists – and argues that while these views are seen as negative by the field’s purists, there are connections that actually bode well for the future of VOC in all of its various incarnations.
Regression analysis is a key to actionable results in CSM
The main objective of any customer satisfaction survey is to isolate key areas for improvement. This article discusses regression analysis, a technique that can pinpoint the areas that have the greatest impact on customer satisfaction.
By the Numbers: Overcoming resistance to your customer survey program
Once the results start coming in from customer satisfaction studies, stakeholders often go through what the author calls the three stages of whining: It’s Not Valid, It’s Not Actionable and It’s Not Working. Here are some tips on how to silence the naysayers.
Gaining strategic business advantage through customer value measurement
Market research firms are increasingly adding customer value measurement (CVM) to their list of services. This article discusses CVM, including CVM basics and illustrative anecdotes.
Measuring consumer attitudes: what is your scale really telling you?
One of the fundamental purposes of market research is to understand a targeted audience. This article discusses how several alternative attitudinal scales were tested on more than 1,000 respondents, measuring the same attribute yet providing radically different empirical results.

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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.

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