Training Portal Access
Customer Satisfaction & Loyalty

NPS is not the De facto Metric for Telecomm Customer Satisfaction

The original article recommends NPS (Net Promoter Score) as the optimal standard for customer satisfaction with telecommunications providers. Ummm, no. So since I didn’t get to share on the TMCnet site, let me share some information here for those of you interested in measuring customer satisfaction in the telecommunications space. “There are many scenarios in which customers may be satisfied with certain service levels or offerings yet refrain from recommending or referring the larger offering to their friends.” Yes, this is very true…

January 25, 2010 10 Comments
Best Practices

Draw Them A Map: Preparing Market Research Newbies For Quant

If you need to set expectations with colleagues about the quantitative market research process, here you go (see bottom of post): the key steps layed out in a simple flowchart.

I have used this diagram to walk market research newbies through the process many times, and it always gets rave reviews. While the chart is pretty self-explanatory, a few items are worth pointing out…

January 23, 2010 5 Comments

Low Response Rates? The Answer Lurks in The Shadows

As researchers, we talk a lot about matching the methodology to the first objective. But given low response rates and the preciousness of qualified respondents, we need to focus a lot more on matching the methodology to the audience.

January 13, 2010 3 Comments

Do You Trust Your Market Research Agency?

There are hundreds of market research agencies and hundreds of market research consultants. Changing agencies can be painful, but you deserve an agency that you can trust with your valuable market research investments.

January 11, 2010 No Comments

How to Avoid Customer Feedback Fraud

If you allow employees to invite customers to take customer satisfaction feedback surveys, make sure they aren’t saying things like, “The highest score is a 10. I hope I earned a 10!” You have probably experienced this yourself, perhaps at an auto dealership or retail chain. Upon completion of your transaction, the clerk give you the feedback survey instructions (perhaps advising of a phone call you will receive, or giving you a URL to use), and then says something like, “I’m hoping you rate me as “extremely helpful.”

January 7, 2010 1 Comment

Including IT topics in Employee Surveys: Stop Investing in Technology that Employees Don’t Want

If you do an annual employee survey to gather current perceptions and attitudes—great! This is an area of research that can uncover real opportunities to boost employee satisfaction and productivity, and even identify ways to save money. But do be sure to include technology-related content—especially if your employees use computers, communications and related technologies as part of their jobs.

December 28, 2009 1 Comment