Customer satisfaction is a measure of how products and services supplied by a company are perceived by the customer.
Satisfaction is an attitude and is different than loyalty. Loyalty is a behavior. I can be satisfied, but I may not be loyal; I may behave in a loyal way, but I may not be satisfied. Thus, both measures can be important.
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- The MRA's First Outlook Conference: Highlights for Market ResearchersI’ve been attending the MRA’s First Outlook conference in San Diego this week. From conversations with other folks here and some of the sessions I have attended, I’ve learned some interesting things. Here are just a few highlights before I hop on the plane home.
- How to Avoid Customer Feedback FraudIf 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.”
- NPS is not the De facto Metric for Telecomm Customer SatisfactionThe 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...
- Customer Satisfaction Research & AnonymityTo be frank, my opinion on this topic has changed in just the past year or two. Before then, I was an ardent believer that all research must by anonymous—no matter what. I felt that any direct follow-up would show research participants that their survey responses could result in unexpected communications—and even if “helpful”, this experience could still impact future willingness to participate in research.
- 7 Top Market Research Articles of 2014So many great market research articles, so little time.
It is hard to keep up with all of the great market research articles that get published. That’s why I am happy to share a compilation of article synopses. I took seven of the articles I liked best in 2014, and worked with my amazing college intern to write synopses of them. They have now been compiled into a single document.
