Customer Satisfaction Market Research

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Recent Articles

Below are the 5 most recent articles on this topic. These articles were published within the last three years and are only available to registered subscribers.

For shuttered car dealerships, poor satisfaction scores often portended the end of the line: A comparison of satisfaction and sales data shows that as auto dealers find themselves fighting harder and harder for revenues from car sales and repair work, the importance of maintaining customer satisfaction looms large.
How CiCi’s Pizza used mystery shopping to set company-wide standards/evaluation metrics: CiCi’s Pizza commissioned a mystery shopping study to identify ways employees could help guests feel welcome and establish corporate standards by which performance could be measured - including know-your-name service and satisfying special requests.
In Case You Missed It... March 2010: News and notes on marketing research: what Twitter reveals about mood and food; Domino's pizza revamp; Alice.com online storefronts
In Case You Missed It... February 2010: News and notes on marketing research: Verizon launches loyalty program; companies misuse marketing research; the five-second brand to reach Gen Y
Data Use: A good choice for choice modeling: Maximum difference scaling lets researchers present respondents with large numbers of choice options without making the process onerous. The article uses examples of a hotel loyalty program and restaurant menu optimization to show the technique in action.

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There are 183 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Service with a smile: The Hampton Inn hotel chain uses an ongoing mail survey to monitor guest satisfaction with the service at each of its locations. After the results are tabulated, each property receives a monthly report of the results showing its scores for the given month, a month-to-month and year-to-date comparison, and how it ranks against all other Hampton Inn properties. Due to budget considerations, the survey was shortened and incentives to participate were removed.
Taking our own advice: Marketing researchers frequently offer clients advice, but many rarely heed their own advice. Seeking client feedback can have numerous benefits. This article details 10 guidelines for increasing customer satisfaction the author obtained from clients.
From research to loyalty marketing: the many uses of telephone interviewing: Properly executed telephone interviews can have positive results for company and customer alike. This article discusses telephone interviewing as a cost-effective, efficient and personal way for companies to get to know their customers and establish lifetime relationships.
You have to measure it to avoid it: Companies should consider conducting dissatisfaction studies, rather than relying on satisfaction studies, to understand the factors leading to dissatisfaction and determine how to avoid frustrating future customers.
Is your brand keeping its promise?: As a qualitative market research tool, mystery shopping gives retail organizations an objective snapshot of their organization at any given moment. This article discusses mystery shopping, including lack of understanding of the tool, if it really works, involving and informing employees, who mystery shoppers are and improving equity.

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Related Glossary Terms

Customer satisfaction research: Research conducted to measure overall attitude or satisfaction with a product or service and satisfaction with specific elements of the product or service.

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Related Associations

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Related Events

MRIA ANNUAL CONFERENCE: May 30-June 2, 2010; The MRIA will hold its annual conference, themed on May 30-June 2 in Toronto.
SHOPPER INSIGHTS IN ACTION: July 12-16, 2010; IIR will hold a conference, themed 'Shopper Insights in Action,' on July 12-17 at the Hilton and Towers in Chicago.

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