Skip to content
  • Versta Research Blog
  • Versta Research Newsletter
Blog & Newsletter
Versta Research
Market research and opinion polling.
Versta ResearchVersta Research
  • Research Approach
    • Quantitative
    • Qualitative
    • Opinion Polling
    • Membership & Community
    • Decision Support
    • Concept Testing
    • Complex Designs
    • Statistics & Analytics
  • Selected Work
    • Couples and Dyadic Design
    • Marriage Equality
    • Personas Old and New
    • Tracking Wellbeing
    • Supporting Thought Leadership
  • Perspectives
    • Newsletters
    • Versta Blog
    • Best of the Blog
    • Knowledge
    • Subscribe to Newsletter
  • About
    • About Versta
    • Video Introduction
    • Turning Data Into Stories
    • Leadership
    • Versta in the News
    • Press Releases
    • For Survey Participants
  • Contact
    • Contact
    • Do Not Contact
Search:
  • Home
  • Research Approach
    • Quantitative
    • Qualitative
    • Opinion Polling
    • Membership & Community
    • Decision Support
    • Concept Testing
    • Complex Designs
    • Statistics & Analytics
  • Selected Work
    • Couples and Dyadic Design
    • Marriage Equality
    • Personas Old and New
    • Tracking Wellbeing
    • Supporting Thought Leadership
  • Perspectives
    • Newsletters
    • Versta Blog
    • Best of the Blog
    • Knowledge
    • Subscribe to Newsletter
  • About
    • About Versta
    • Video Introduction
    • Turning Data Into Stories
    • Leadership
    • Versta in the News
    • Announcements
    • For Survey Participants
  • Contact
    • Contact
    • Do Not Contact

Tag Archives: customer satisfaction

Why You Need Designer Data

Why You Need Designer Data

Data Analysis & Analytics, Data Collection, Survey DesignBy Joe HopperAugust 26, 2020

One luxury of doing primary research is that you can get data perfectly tailored to the problem you need to solve. Primary research allows you to design how data will be elicited, and how, exactly, attitudes and behaviors are measured. Hence, you get the insight you need. If you don’t have perfectly tailored data, you…

Why Your CEO Loves NPS: It Is Never Audited, and It Never Declines

Why Your CEO Loves NPS: It Is Never Audited, and It Never Declines

Future Trends, Presenting Research, Topics in MarketingBy Joe HopperApril 22, 2020

Market research has made it all the way to the top! It has a seat at the c-suite table just as marketing and research champions have hoped for all these years. According to a recent analysis by The Wall Street Journal, a large number of CEOs now track their company’s Net Promoter Score (NPS) obsessively,…

Fix Your Jargon-Filled Survey with Ordinary Words Real People Use

Fix Your Jargon-Filled Survey with Ordinary Words Real People Use

Survey Design, Survey TipsBy Joe HopperNovember 13, 2019

An important role for good survey researchers is to translate ridiculous sounding jargon their clients give them into ordinary words that real people use. The jargon is typically business or marketing related, because most surveys are done for business or marketing clients. But I just ran across some “marketing science” jargon (created by market researchers)…

Respondent Burnout is Killing NPS

Respondent Burnout is Killing NPS

Data Collection, Topics in MarketingBy Joe HopperSeptember 11, 2019

An unfortunate consequence of NPS (Net Promoter Score) mania is that now zillions of surveys stalk us everywhere. Therefore, the likelihood of any particular survey being completed is extremely low. That might be okay if you are a large company with hundreds of thousands of customers to burn through with e-mail blasts. But if you…

Don’t Color-Code Your NPS Net Promoter Scale

Don’t Color-Code Your NPS Net Promoter Scale

Data Collection, Methods & Tools, Survey Design, Survey TipsBy Joe HopperApril 24, 2019

The online customer satisfaction survey I received today had me noticing an unfortunate side-effect of the NPS (Net Promoter Score) schema and visual imagery. For those of you unfamiliar with NPS as a way to measure and track customer satisfaction, here is how it goes. In your survey ask: “How likely are to recommend Acme…

How to Beat Online Surveys with Old-Fashioned Paper

How to Beat Online Surveys with Old-Fashioned Paper

Data Collection, Methods & Tools, Survey DesignBy Joe HopperApril 18, 2019

Conducting surveys with your own customers is surprisingly difficult anymore. Phone options are dead, and online surveys are tough, because nobody answers or responds anymore. So what’s a researcher, strategist, or marketing professional to do? How about conducting a paper-based mail survey. It sounds crazy, but we just did it, and it succeeded beyond what…

How’s Our Relationship? (Survey Invite Review #3)

How’s Our Relationship? (Survey Invite Review #3)

Data Collection, Survey TipsBy Joe HopperJune 13, 2018

Here is the third invitation in our review of three survey invitations. (See also: #1 How Bad Are We? and #2 How Amazing Are We?) In my opinion this one is easily the best. It is truthful and sincere, and tells me immediately why helping this company (by completing their survey) is important to them…

How Amazing Are We? (Survey Invite Review #2)

How Amazing Are We? (Survey Invite Review #2)

Data Collection, Survey TipsBy Joe HopperJune 6, 2018

Of the three invitations up for review in our mini-series on survey invitations (see also: #1 How Bad Are We? and #3 How’s Our Relationship?) this is the laughably obnoxious one: What do you think about Acme? Tell us about your experience with Acme products and solutions to help us understand what’s going well, and…

How Bad Are We? (Survey Invite Review #1)

How Bad Are We? (Survey Invite Review #1)

Data Collection, Survey TipsBy Joe HopperMay 30, 2018

I received survey invitations from three different companies over the last three weeks. Each takes a starkly different approach to wooing participation. One of them I admire; the other two offend me. The invitations brought to mind two feature-length articles we wrote for our newsletter subscribers in 2017: Building a Better Customer Satisfaction Survey and…

The Dubious ROI of Customer Satisfaction Surveys

Data Analysis & Analytics, Topics in MarketingBy Joe HopperFebruary 21, 2018

A good friend and client likes to joke during every project: “Remember Joe, correlation does not imply causation.” Well, I thought she was joking. Surely everybody with a job in marketing research knows this? Apparently not. Even professors at fancy business schools seem to forget it, as evidenced by this snippet of an article a…

1234

© 2023 Versta Research, Inc. | Privacy Policy | Contact

Go to Top