The next time you analyze the results of your customer satisfaction or brand loyalty tracking study, and you notice an upward or downward shift, ask yourself this: Is it reasonable to think that certain customers—either the happy ones or the unhappy ones—were more willing to give you their opinions than the other group? If so,…
Earlier this month Arthur C. Nielsen, Jr. died. He left behind a giant and reputable market research company and a brand name recognized throughout the world. The A.C. Nielsen company was started by his father and in its early years tracked the sales of goods through grocery and drug stores. The company then moved into…
Executives who lead entrepreneurial firms have dramatically different attitudes about market research from their counterparts at larger established firms, according to a recent study from Saras Sarasvathy, an associate professor of business administration at the University of Virginia. The study suggests that entrepreneurs are more focused on immediate and practical questions that will help them…
We have always been big fans of the Net Promoter Score (NPS) metric because it has convinced many firms to begin using customer satisfaction measurement scales that work better and that are tied to what people do rather than what people think. Eleven point scales (with points zero to ten) allow for optimal variation. They…
We like this cartoon because it highlights the unrealized potential of really smart research, but also the potential perils of research gone bad. The cartoon brings to mind three lessons worth pondering: Customer satisfaction research is often “not fun”—but it can be Internal data can be a goldmine of insight and there is often a…
In July, I moderated a panel of thought leaders in market research to ponder the question: “How Will Social Media Change Customer Satisfaction and Loyalty (CS&L) Research?” The event was sponsored by the American Marketing Association, and included participants from GfK, Maritz, MARC, SAS, Market Tools, and Versta Research. A partial transcript of our panel’s…
Today, an industry colleague (another owner of a market research firm) said to me, “We all lust after those big tracking studies.” For most market research firms, tracking studies are attractive because they involve big samples, multiple ongoing deliverables, and multi-year commitments, all of which means predictable, ongoing (and usually substantial) revenue. At Versta Research,…
A colleague in market research once complained to me that he felt bored and unchallenged by all the client satisfaction and loyalty research he was doing, claiming he had mastered it to the point that he could do satisfaction and loyalty research in his sleep. I was struck because I could not think of any…