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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.

In Case You Missed It... August 2012
News and note on marketing and research: sharing programs; waiting on hold
Tektronix uses research to create key customer metrics and drive marketing and sales strategies
Test and measurement firm Tektronix conducts research with its customers to obtain an advocacy score as well as to measure satisfaction.
Study examines the link between hotel employee performance and guest satisfaction
This article describes an approach to establishing financial values for each aspect of the hotel guest experience. It addresses two critical planning questions: Can employee engagement and behavior be linked to guest expectations that allow for the calculation of potential “future value” created by better managing the guest experience? And, in an age when guest “delight” turns into “expectation,” how can hotels avoid commoditization and maintain guest loyalty?
Data Use: Measuring customer satisfaction: drive your action with derived importance analysis
Companies today must allocate precious resources carefully to ensure maximum profits from their efforts. This article discusses derived importance analysis, including some basics, survey design and a case study.
Customer satisfaction research: Where's the beef?
Though valuable, most customer satisfaction research is wasted. This article discusses how to better use customer satisfaction research.

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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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