Customer Satisfaction Market Research

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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 White Paper: 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.
For shuttered car dealerships, poor satisfaction scores often portended the end of the line: A comparison of satisfaction and sales data shows that as auto dealers find themselves fighting harder and harder for revenues from car sales and repair work, the importance of maintaining customer satisfaction looms large.
How CiCi’s Pizza used mystery shopping to set company-wide standards/evaluation metrics: CiCi’s Pizza commissioned a mystery shopping study to identify ways employees could help guests feel welcome and establish corporate standards by which performance could be measured - including know-your-name service and satisfying special requests.
In Case You Missed It... March 2010: News and notes on marketing research: what Twitter reveals about mood and food; Domino's pizza revamp; Alice.com online storefronts
In Case You Missed It... February 2010: News and notes on marketing research: Verizon launches loyalty program; companies misuse marketing research; the five-second brand to reach Gen Y

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There are 183 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Data Use: Another way to assess satisfaction drivers: Linear methods of measuring relationships between variables have their flaws. The author proposes a different method which involves a four-step process.
Customer value measurement: Customer value measurement (CVM) has advantages over traditional customer satisfaction research. This article reviews the basic principles of CVM and discusses the advantages and potential pitfalls of this method.
Customer satisfaction research is Homecorp's secret formula for success: Homecorp, an apartment management firm, uses an annual survey and focus groups with residents to measure customer satisfaction.
Six key differences between online and offline customer satisfaction: Over time, people in the business of providing online access and services have found that some profound differences exist between the attributes that drive online and offline customer satisfaction. This article discusses these six key differences.
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.

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Related Glossary Terms

Customer satisfaction research: Research conducted to measure overall attitude or satisfaction with a product or service and satisfaction with specific elements of the product or service.

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Related Associations

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Related Events

MRIA ANNUAL CONFERENCE: May 30-June 2, 2010; The MRIA will hold its annual conference, themed on May 30-June 2 in Toronto.
SHOPPER INSIGHTS IN ACTION: July 12-16, 2010; IIR will hold a conference, themed 'Shopper Insights in Action,' on July 12-17 at the Hilton and Towers in Chicago.

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