Market Research: Customer Satisfaction Measurement Questions

September 21, 2010

Sometimes our personal experiences lead to profound insights into developing market research surveys that work. Such is the case explored in a recent blog post by Theresa Bradley-Banta on her bigfishTopDogs.com site. In an post titled “Don’t Ask Your Customers These Questions!” , Theresa describes a customer service encounter with GoDaddy and their subsequent customer [...]

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Market Research Consulting: Upgrading Market Research Reports–Part 3

September 15, 2010

Perhaps it is time to consider edging market research reports from passive, a simple neutral reporting of results, to the proactive, reporting with a point of view dictated by and demonstrated by the results. Moreover, it might also be time to produce reports that are client specific or responsibility specific or both. Let’s consider these [...]

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Market Research Consulting: Upgrading Market Research Reports–Part 2

September 9, 2010

Early in my market research career, our department operated by the dictum that it was not our job to determine what was and what was not significant (not in the statistical but in the broader business sense of the word), what would impact the business, what information would drive the business’ mission and objectives—such decisions [...]

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Market Research Consulting: Upgrading Market Research Reports–Part 1

September 3, 2010

One trend I have observed in Market Research Departments over the past decade is to brand internal reports with a basic report template. Rather than producing disparate reports of sometimes unknown origin (to corporate managers), market research departments are presenting themselves with consistency. Internal clients gain familiarity with the reports; they can easily find what [...]

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DIY Market Research: Everyone is a Market Researcher Now–Part 3

August 31, 2010

Configure part of the responsibility of market research to offer guidance and assistance to managers who need help with a self-developed survey effort. Consulting on questionnaire development. Helping set adequate controls to ensure that appropriate respondents, and only appropriate respondents, respond. Guiding the choice of surveying method to ensure adequate coverage of the desired population. [...]

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DIY Market Research: Everyone is a Market Researcher Now–Part 2

August 27, 2010

Image via Wikipedia This is not just happening in the larger DIY world. More and more surveys are appearing with major brand sponsorship that have obviously been nowhere near a professional market researcher. Managers can simply conceive of the need for a survey, order it done by an underling with some PC or HTML skills, [...]

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DIY Market Research: Everyone is a Market Researcher Now–Part 1

August 25, 2010

Back in the dark ages, before the Internet, before text messaging or instant messaging, before pop-up surveys, surveys on store receipts or automated surveys following a contact with a call center, market researchers would gather at conventions to bemoan how it seemed that every manager, every client, heck, everyone in their company fancied themselves as [...]

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New Article on How to Select Quantitative Market Research Companies

August 13, 2010

Check out MRO’s new article on 9 Criteria for Selecting Quantitative Market Research Companies under the Article tab on the main home page menu. The article candidly discusses requirements for market research companies and warns about various pitfalls to watch for in your vetting process.

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New Article on Customer Satisfaction Market Research

August 10, 2010

Market Research Optimized added an article on upgrading customer satisfaction in the Internet Age under the “Articles” menu tag. The article discusses aspects of how customer satisfaction have been impacted by the mega-sized soapbox that the web affords disgruntled customers and how customer satisfaction might be impacted. Comments welcome. Dr. Bob

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Quantitative Market Research: A 10th Criterion for Selecting Quantitative Market Research Companies Part 2

August 5, 2010

Image via Wikipedia From a market research perspective, you must be assured that you are conducting your survey with a random sample that, at least theoretically, gives each person in your population an equal probability of being selected to participate in the survey. The key word here is “population.” A legitimate quantitative market research study [...]

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