How To conduct Customer Satisfaction Research

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.

Sponsored Content: Capitalizing on Customer Feedback - Creating Measurable Value from Voice-of-the-Customer (VOC) Programs

It seems like everyone is now collecting customer feedback. However, if you have already launched your customer feedback program, you have likely discovered that turning customer feedback initiatives into a highly effective, thriving VOC program is not a simple task. Creating and implementing a thriving and highly effective VOC program requires the right vision, awareness, and accountability that link the investments to the observed returns. “Capitalizing on Customer Feedback” addresses these three themes and provides the reader with examples of the principles in practice. The reader will be introduced to: new ways to think about customer feedback; top nine most popular customer feedback strategies; five steps of VOC evolution; four principles to realizing a strong return on your VOC program; two real-life case studies demonstrating the concepts in action.

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.

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.

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.

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.

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Related Articles

There are 268 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Measure it, then manage it

Test and measurement firm Tektronix conducts research with its customers to obtain an advocacy score as well as to measure satisfaction.

Measure it, change it

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.

Data Use: Adaptive choice is a good choice

Using an example of a transportation company client, the author outlines why adaptive choice-based conjoint analysis is a useful tool for developing market segmentations.

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.

IVR: How is it different from telephone interviewing?

While traditional data collection methods such as mail and phone continue to be widely used, other data collection methods are growing in popularity. This article discusses one such method: interactive voice response.

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