Defining customer satisfaction with a single value, like the Customer Satisfaction Index (CSI), Net Promoter Score (NPS®), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), or other index, may prove ineffective and expensive. This article discusses a more accurate approach to measuring consumer satisfaction. Read more “Shall we increase the customer satisfaction index or decrease indifference and dissatisfaction?”
Chances are your company isn’t ready to profit from the alluring promises of data analytics. You need to learn how to make and test hypotheses at scale before you can earn the title of Analytical Company. Read further. I am going to tell you how to develop analytical skills to move your business ahead. Read more “How to evolve into an analytical company”
The good thing of online surveys sites like SurveyMonkey and others is that you can download all survey data you gathered, for instance as an Excel file.
For instance, all brands in a market invest $100 Mio. yearly in communication. Read more “What is Share Of Voice?”
Image A: Customer Satisfaction Tree – Courtesy of MarketingStat Satisfaction Modeler©
Interest in the concept of measuring customer satisfaction is growing. More and more companies want to know how satisfied their customers are. At the same time an increasing number of decision-makers are realizing that measuring overall satisfaction alone isn’t enough. They want to know how much overall satisfaction increases when the satisfaction with a given attribute grows. Only then is it possible to make plans that deliver what they promise. This article sheds light on how to create a valid customer satisfaction measurement model that can measure the contribution of a single attribute to overall satisfaction. Read more “How to measure customer satisfaction correctly”
On insight discovery – Recently I spoke with a Brand Director about how to find market space he can win and defend in the long run. The discussion shifted on the meaning of information and insights and, after an interesting debate on what’s insight at all, we found agreement by means of an example, which I’d like to present to you too.
Shame on YouGov! Did their market research survey really miss the outcome of the Brexit consultation? Not quite. If you hit your finger while hammering a nail into the wall, do not blame the hammer. Read more “Brexit: Why Projections Were Wrong”