By Paul Stockford, Chief Analyst, Saddletree Research
Contact centers—like every other organization in the enterprise—are under pressure to control operating costs. This presents management with the classic dilemma of how to cut expenses without sacrificing customer satisfaction. The contact center annual…
By Verint Connect Member
How does employee engagement affect your organization? Have you thought about that? The answer is important—according to the Temkin Employee Engagement 2013 study , better performing companies have more engaged employees. Seventy-five percent of employees…
At the end of the day, it’s about keeping customers happy. “When products and services miss their delivery milestones, customers start to see red.” This is what Dr. Ken West, Ph.D., and COO of the National Business Research Institute (NBRI) indicated…
Aging doesn’t just affect people. Predictive Work Aging tracks the status of individual work items against service goals, predicting which items are or will be at risk of missing service goals. To effectively predict if items will meet service goals,…
By Paul Stockford, Chief Analyst, Saddletree Research
Each interaction represents an opportunity to strengthen or diminish the quality of the customer experience. Therefore, it’s critical that organizations leverage resources available to them to drive more positive interactions. Put Technology to Work…
By Verint Connect Member
A slightly more sophisticated form of the Willingness to Pay question (“How much would you be willing to pay for this?”) is the Van Westendorp PSM (Price Sensitivity Meter), which is a battery of four questions. After being presented a description of…
By Verint Connect Member
The gap model (also known as the "5 gaps model") of service quality is an important customer-satisfaction framework. In " A conceptual model of service quality and its implications for future research " ( The Journal of Marketing , 1985), A. Parasuraman…
By Verint Connect Member
If there is one thing I dislike, it is giving people advice about scales. As Brian Koma, our vice president of marketing puts it, "People will defend which scale they use like they're fighting a holy war." So here's some advice on why the three-point…
By Verint Connect Member
Sometimes I hear clients use the words ranking and rating interchangeably, even though there is a distinction. The difference is simple: a rating question asks you to compare different items using a common scale (e.g., "Please rate each of the following…
By Verint Connect Member
Using a random sample is the most critical aspect in obtaining unbiased survey data. Learn more about random sampling in this resource.
By Verint Connect Member
Race and ethnicity are standard demographic questions, which all too often are asked out of habit. Typically, when a client asks me, "What is the best way to ask about race?" my response is simple: "Don't." They typically respond, "But I have to." From…
By Verint Connect Member
Quantitative market research provides hard data that can be extrapolated to a larger population, using proven statistical techniques.Qualitative market research, on the other hand, seeks to provide narrative, the story behind the story that illuminates…
By Verint Connect Member
If open-ended questions are easy to write but hard to analyze, then closed-ended questions can be hard to write but easy to analyze. Learn more here.
By Verint Connect Member
The Net Promoter Score , popularized by Fred Reichheld in his book The Ultimate Question: Driving Good Profits and True Growth , is one of the simplest loyalty measures. Customers are asked "How likely is it that you would recommend us to a friend or…
By Verint Connect Member
David Lyon of Aurora Market Modeling is a regular presenter at the American Marketing Association’s annual Applied Research Methods conference, teaching a class on “Survey-based Approaches to Pricing Research”. He begins his class with a discussion of…
By Verint Connect Member
Gallup developed its Q12 benchmark specifically to correlate its measure of employee engagement to worker productivity, customer loyalty and sales growth (see this Walker Information correlation between employee satisfaction and customer satisfaction…
By Verint Connect Member
We survey samples of a target population when we can’t afford to survey every single member of that population. Face it: censuses are expensive.
By Verint Connect Member
In "A Historical Perspective of Employee Engagement: An Emerging Definition", Michael Bradley Shuck and Karen K. Wollard study the evolution of the term employee engagement and synthesize a possible consensus definition. Why is employee engagement an…
By Verint Connect Member
The American Customer Satisfaction Index (ACSI) is the most well known national customer satisfaction index model, a type of economic indicator that assesses the overall satisfaction of consumers in a country. The ACSI is compiled by the National Quality…
By Verint Connect Member
The ACSI Score is just one of five multi-item scales that make up the expanded model of the American Customer Satisfaction Index. Each multi-item scale represents a different aspect of customer attitudes: Customer Expectations, Perceived Overall Quality…
By Verint Connect Member
Many great research tools are available for conducting pricing research: Willingness to Pay – Consider simply asking respondents “How much would you be willing to pay for this?” when first researching pricing for a new product or service category…
By Verint Connect Member
One of the most frequent mistakes I see when reviewing questionnaires are poorly written scales. Novice survey authors often create their own scale rather than using the appropriate common scale. It's hard to write a good scale; instead you are better…
By Verint Connect Member
When creating a survey, you may be wondering how to tackle age ranges. Learn more by reading this resource from Verint.
By Verint Connect Member
In online surveys, you should use demographic and firmographic questions to profile respondents and their organizations. See some real-world examples here.
It’s time for round two. Part 1 of this blog discussed the similarities between back offices and manufacturing production lines—underscoring the importance of applying manufacturing and Six Sigma principles to back offices. Let’s dive in more. Management…
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