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.

The CRM paradox

Companies are realizing that retaining customers is as important as, if not more important than, acquiring new ones. Such market conditions have propelled customer relationship management (CRM) into the spotlight as a strategic imperative rather than merely a technological innovation. Yet it has been reported that as many as 70 percent of all CRM projects fail. This article discusses the high failure rate of CRM, including the CRM paradox and results of a case study analysis.

Trade Talk: Stories about bad service get worse in the retelling

According to The Customer Dissatisfaction Study, as tales of shopping problems get repeated, they often get embellished become more damaging to customer retention.

Profitable insights

Banking services firm Digital Insight implemented an online customer feedback program to obtain measurable improvements in service quality and was able to demonstrate ROI on its efforts.

JCPenney pinpoints its customers

In order to fully understand the needs of their customers, JCPenney has initiated a series of studies called Consumer Feedback. These studies give JCPenney a clear picture of the needs, attitudes and behaviors of their customers.

Help us help you

To evaluate satisfaction with 25 health plans, California Public Employees Retirement System (PERS) mailed a survey to enrollees, testing the questionnaire beforehand through public meetings, a focus group, telephone interviews, intercepts and suggestions and review by the PERS Health benefits Advisory Council and the State of California Department of Personnel Administration. PERS also conducted a series of focus groups to follow up on the survey results.

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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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