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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.

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.
Where companies are failing at using social media for customer service
Ann Michaels & Associates conducted a mystery shopping study to examine 10 businesses in three markets to measure response times in social media venues (Facebook, Twitter and the "contact us" forms on the company Web sites) to examine how social media works as a means of customer service.
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.
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.
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.

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Related Articles

There are 305 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

JCPenney pinpoints its customers
In order to fully understand the needs of their customers, JCPenney has initiated a series of studies called Consumer Feedback. These studies give JCPenney a clear picture of the needs, attitudes and behaviors of their customers.
Tennant fine-tunes its business-to-business research
For many industrial manufacturers, marketing is based on "pushing" customers into buying a product and then moving on to the next likely customer. Tennant, a manufacturer of floor maintenance equipment, refined its marketing techniques to "pull" customers in by meeting needs and expectations. The shift has improved customer satisfaction.
Research aids in growth, success of church
Wooddale Church in Eden Prairie, Minn., is proof that market research and a desire to be consumer-driven have a place in religion.
Research boosts knowledge of laser surgery
Patients can have a hard time keeping up with the latest trends in the health care industry, so when Kendrick Colon & Rectal Associates, an Indiana-based outpatient group practice, introduced a new form of laser surgery, many people who could have benefited were left unaware. After surveying both staff and patients, the company launched print advertisements and patient brochures that increased awareness of the new procedure.
Health care research valuable, underutilized
"Probably one of the most neglected parts of marketing in today's health care industry," according industry expert Hale T. Chan, "is the area of market research." As the corporate director of marketing at St. Mary of Nazareth Hospital, Chicago, Chan has used mail questionnaires and patient satisfaction surveys to develop more effective planning and promotional strategies.

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