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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.

What will it take to win in the B2B sphere in 2020?
Walker’s Leslie Pagel outlines strategies for how B2B firms can align their current and future customer experience practices with the needs of their markets.
In Case You Missed It... February 2014
News and notes on marketing and research: customer experience trends; Twitter predicts virality
By the Numbers: When satisfaction scores go flat
Peter Gurney offers some dos and don’ts for dealing with a stubborn trend line.
Integrating customer experience management with marketing research
From natural language processing to machine learning, Rick Kieser gives an overview of various approaches to processing the many forms of customer feedback now available to companies and makes a case for a multi-modal approach.
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.

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Related Articles

There are 282 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Big data: boon to improving customer experience, bane of researchers?
The authors explore examples of the use of big data to improve the customer experience and offer tips for researchers to avoid being left in big data’s wake.
Why you should be careful with the Net Promoter Score
Customers who are seemingly happy - or are at least not angry - deserve more attention than most companies give them, the authors argue. Despite their apparent satisfaction, these consumers could be poised to sow discontent with your brand.
Trade Talk: Tuning out the voice of the customer?
Executives responding to a Chief Marketing Officer Council survey generally gave their organizations low marks when it comes to listening to their clients. Rather than using an established feedback and monitoring system, many only hear the customer's voice when conflicts or problems arise.
Research propels New York City Transit’s drive to become customer oriented
New York City Transit uses qualitative and quantitative research and a client-oriented approach to improve the experiences of subway and bus passengers as well as the relationships with internal partners.
Understanding how customers respond to product changes
The theory of business strategy stems from the need of managers to be able to counter the effects of external market forces. Without the tools needed to support it, firms may fall back on crisis management in reaction to unforeseen market forces. This article discusses competitive strategy, including discrete choice modeling.

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Related Events

ANNUAL LEAD MARKETING CONFERENCE
May 12-14, 2014
The Shopper Technology Institute will hold its annual LEAD Marketing Conference on May 12-15 in Chicago. The conference focuses on loyalty, engagement, analytics and digital applications.
8TH ANNUAL CUSTOMER CONTACT 2014, EUROPE
June 9-11, 2014
Frost & Sullivan will hold its 8th annual Customer Contact 2014, Europe, themed 'Leading with the Customer Experience,' on June 9-11 in Lisbon.

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