Customer Satisfaction Market 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 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.

Rethinking the customer experience - part II

In part two of a two-part article, Danica Allen further explores a new approach to viewing the consumer experience and its relationship to customer satisfaction.

Rethinking the customer experience - part I

In part one of a two-part article, Danica Allen presents a new approach to viewing the consumer experience and its relationship to customer satisfaction.

Data Use: Seeing beyond the brand halo

The author shows how a closer look at some brand data can reveal helpful findings that would have otherwise gone unnoticed.

Five pitfalls to avoid for successful linkage analysis

Whether simple or complex, the linkage process is fraught with potential perils. This article outlines five of them and offers strategies to work around them.

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Related Articles

There are 202 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

On the satisfaction superhighway

Subaru uses Web reporting with seven field region offices, 135 field staffers and 600 dealers to gauge levels of customer loyalty and to rank dealerships.

Inferring patient loyalty from patient satisfaction data

Health care managers have learned that satisfaction does not equal loyalty and that loyalty is crucial to success. This article describes an approach for inferring patient loyalty from patient satisfaction data.

You have to measure it to avoid it

Companies should consider conducting dissatisfaction studies, rather than relying on satisfaction studies, to understand the factors leading to dissatisfaction and determine how to avoid frustrating future customers.

A slight change in the route

The Minnesota Department of Transportation found that changing the question order in a long-time study had some interesting and ultimately beneficial effects.

Customer satisfaction: fad or fundamental management practice

Is customer satisfaction research a passing fad or a fundamentally different approach to managing a business? This article addresses customer satisfaction research, including some basics and new applications.

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Specialties

• Customer Loyalty
• Customer Recovery Studies
• Customer Satisfaction Studies
• Repositioning Studies
• Service Quality Measurement
• Warranty Card Analysis

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