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 Content: Customer Experience Management Technology Takes Market Research to the Frontlines

This sponsored white paper from Medallia discusses how customer experience management technology is providing companies a deeper level of customer focus and enabling differentiated customer experiences.

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.

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Related Articles

There are 295 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Sharing a common purpose

People's Bank employed on a variety of research tools to make sure its service was up to customer standards, including an annual mailed survey of checking account holders, focus groups at branch locations and an ongoing mystery shopping program.

Reducing customer churn

In a way, packaged goods companies have a big advantage over service providers when fighting for market share. This article discusses customer churn and how companies, particularly those providing services, can quickly improve their bottom line and minimize future costs associated with replacing lost business by adding a well-designed churn study to customer loyalty efforts.

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.

Feedback portals can engender customer goodwill, satisfaction

If you make your most-engaged customers feel as though they are part of the very fabric of your business they will quickly become one of your most important strategic assets. Building and establishing an online feedback portal, which is explained here, can help create an ongoing dialog with these customers.

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.

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Related Suppliers: Research Companies from the SourceBook

Click on a category below to see firms that specialize in the following areas of research and/or industries

Specialties

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

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