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Customer Satisfaction

We've grouped together all the information our site contains on customer satisfaction research to help you quickly and easily find related articles, suppliers, events, jobs, associations, glossary definitions and more.

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.

Beyond mere customer retention
Creating customer advocates can be especially important for a company in a regulated industry such as the energy/utilities industry. Without customer advocates, or in situations where customers feel unfavorably toward an energy concern, utilities can suffer a variety of negative consequences, including increased business costs, lawsuits, fines and construction delays.
Get their stamp of approval
Many companies measure customer satisfaction but few of them stop to ask customers an important question: "What is the experience you want from us?" Pitney Bowes used research to find out what its customers wanted and changed a number of internal practices to better align with customer needs.
What are they saying about us?
Blog mining, or the tracking and analyzing of what consumers are saying about your brand on the Web, is a worthwhile undertaking and can generate insights unlike those found though traditional research methods. When used in concert with those methods, blog mining can add a valuable component to a firm's overall research program.
Driving the message home
In South Africa, Budget Rent A Car has used a cell phone-based survey methodology to increase response times to customer complaints and also show that the company follows up on issues important to customers.
Empowering the people
Using a 22-person, cross-functional team, energy firm Ameren Corporation tracks customer satisfaction along a number of metrics and has used the process and the results to improve and restructure the company's interactions with customers.

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Related Articles

There are 161 articles in our archive related to this topic. Below are 5 selected at random and available to all users of the site.

Customer satisfaction: fad or fundamental management practice
Is customer satisfaction research a passing fad or a fundamentally different approach to managing a business? This article addresses customer satisfaction research, including some basics and new applications.
Real-time competitive benchmarking via the Internet
Four companies in the customer relationship management software industry used e-mail and the Internet to assess customer satisfaction and loyalty compared with that of their closest competitors.
Appropriate use of regression in customer satisfaction analyses:
In October, 1992 Quirk’s Marketing Research Review, Dr. William McLauchlan critiqued the use of multiple regression analysis to model customer satisfaction and asserted that self-stated importance is a superior approach. The author of this article disagrees with McLauchlan, and uses this article to respond to these critiques and explain why multiple regression analysis would be a more powerful choice of analysis technique.
Secrets of effective data use
This article discusses the nature of data and a myriad of factors influencing the uses of data in marketing research. These considerations include the purpose and focus of the research, interactions between the perspectives marketers and researchers, the questions and hypotheses being explored in the research, and the possibilities of using customer satisfaction data to project consumer behavior.
Minor league, major loyalty
Minor league baseball team West Michigan Whitecaps used a questionnaire to help determine how to effectively maintain fan loyalty on a limited budget.

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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 Discussion Topics

Used All Over
05/06/2008 by David J. Mangen
NPS scores - business to business
05/02/2008 by Jeff Gutenberg
Losing my job due to NPS
04/16/2008 by Jane Smith
Different methods for different situations.
11/15/2007 by Steve Runfeldt
I'll Chip In
11/08/2007 by David J. Mangen

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Related Events

CONFIRMIT CONVERGENCE CONFERENCE
May 21-23, 2008
Confirmit will hold its first conference centered on convergence on May 21-23 at the Tower Hotel in London. For more information visit www.confirmit-community.com.
AMA MARKETING RESEARCH BOOT CAMP
May 22-23, 2008
The American Marketing Association will hold its Marketing Research Boot Camp on May 22-23 at the Embassy Suites in Chicago. For more information visit www.marketingpower.com.

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