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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 one AAA club has made its NPS data actionable across the organization
Using a case study involving AAA of Northern California, Nevada and Utah, the authors explore the value of an integrated approach to measuring the customer experience.
Queue Bits: Same-day repeat of e-mail offer yields more profits
Using change leadership to raise the profile of marketing research
By taking steps to enable employee buy-in, marketing researchers can understand an organization's readiness for change vs. the complexity and scope of the project, enabling success when implementing a new research program.
To thine own self be true
To get the most from service and satisfaction measurement, keep the measurement process authentic.
Queue Bits
Marketing research and insights news and information. This issue's keywords: smartphones; takeout containers; landline households; customer service; AM/FM radio

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Related Articles

There are 299 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Secrets of effective data use
This article discusses the nature of data and a myriad of factors influencing the uses of data in marketing research. These considerations include the purpose and focus of the research, interactions between the perspectives marketers and researchers, the questions and hypotheses being explored in the research, and the possibilities of using customer satisfaction data to project consumer behavior.
Methodological pitfalls in linking customer satisfaction with profitability
The linkage between customer satisfaction and profitability is a cornerstone of service improvement efforts. This article discusses linking customer satisfaction and profitability, including exceptions to the link and methodological issues.
By the Numbers: Survey of researchers reveals concerns about benchmarking
While most researchers use benchmarking, many have questions about the best ways to do so, a survey found. The authors explore the survey findings and offer tips for more effective benchmarking.
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.
Electronics retailer Future Shop embraces comprehensive service measurement program
Future Shop uses an e-clipboard survey to measure customer satisfaction in its efforts to improve customer satisfaction at the store level and as part of a series of system-wide changes to enhance customer service.

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