Marc Tillman

This article discusses the concept of "incidence rate" and how it is used in the context of online market research surveys. In practice, there is a difference between a "natural incidence rate" and a "practical incidence rate."

This article discusses the development of an internal scoring index that can be used by survey companies administering customer satisfaction surveys, customer loyalty surveys, or surveys that measure both satisfaction and loyalty. An internal scoring index can be distinguished from external benchmarking, where company results from a customer survey would be compared to results from other companies.

The world of online research surveys can encompass all types of research (market research, customer, employee, member, etc.), all types of services (study design, questionnaire writing, survey administration, data analysis, etc.), and all types of markets, industries and size of companies. This article focuses on the subject of online survey services - - meaning those services that can be provided during the administration process of online research surveys.

This Article is Part 3 of a series of articles on the subject of client satisfaction surveys. Part 1 covered the early planning stages including project goals and reporting deliverables. Part 2 examined selection of a survey methodology, with emphasis on the availability and quality of the records list. Part 3 focuses on the use of online customer surveys.

One of the main advantages of telephone surveys versus other research methods for conducting consumer market research has historically been census matching. The concept of "census matching" refers to aligning respondent demographics as closely as possible with U.S. Census demographics for the applicable survey population. Client budgetary considerations can often play an important role in how census matching is applied for a given research study.

While many companies focus on measuring customer satisfaction, let's not forget about the importance of customer loyalty surveys. Maintaining existing customer relationships can often be less expensive and more productive than finding new customers. And understanding your customers' satisfaction is not always equivalent to measuring customer loyalty. For example, a customer can provide high marks for customer service or the quality of a product, but not have a strong sense of loyalty.

There are many important distinctions between consumer market research and B2B market research studies. In general, a business-to-business market research survey conducted online is more difficult and expensive to complete then is a consumer research survey. This article describes some of the main reasons for these differences.

This Article is Part 2 of a series of articles on the subject of customer and client satisfaction surveys. Part 1 covered the early planning stages for customer satisfaction surveys including project goals, reporting deliverables, and initial discussions on survey methodologies.

Market Research firms around the world always need to be on the same level with the current marketing scenarios and research strategies. Hence, it is of prime importance for them to be well aware of the various situations or events occurring in the market on a daily basis.

Do you want to drive your business forward? Do you really know what your customers think about your business? In order to ensure that you achieve both of these things you may wish to consider conducting a customer feedback survey. With the help of such a survey not only are you improving your customer retention and profit but you are also advancing satisfaction levels and prompting interest in new products and services that you offer.