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.

Get their stamp of approval

Many companies measure customer satisfaction but few of them stop to ask customers an important question: "What is the experience you want from us?" Pitney Bowes used research to find out what its customers wanted and changed a number of internal practices to better align with customer needs.

Pharma's a battlefield: why companies should spend, not skimp, on market research

The author argues that the long-term risks of forgoing pharmaceutical marketing research far outweigh the short-term cost savings and proposes several questions any successful marketing research program should be able to answer.

Is your satisfaction measurement system working?

Customer satisfaction is a vital component for success in the marketplace, regardless of the product or service being sold. This article discusses customer satisfaction measurement, including key questions to determine if a system is working.

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.

Is the market research industry failing its TQM clients?

Total quality management (TQM) and continuous quality improvement (CQI) emerged in the 1980s. Clients increasingly ask for more info more often with less budget, which begs the question, is the market research industry failing to meet clients' demands? This article describes the principles of TQM and CQI that researchers need to understand in order to win and keep quality-driven clients.

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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

Conduct a detailed search of the entire Researcher SourceBook directory