Comments on: Planning Your First Customer Satisfaction Research Project? http://www.researchrockstar.com/planning-your-first-customer-satisfaction-research-project/ Research Rockstar for Market Research, that Rocks. Online Training for Market Research. Wed, 01 Feb 2012 08:24:00 +0000 hourly 1 http://wordpress.org/?v=3.1.3 By: formguy http://www.researchrockstar.com/planning-your-first-customer-satisfaction-research-project/comment-page-1/#comment-50 formguy Wed, 19 Aug 2009 14:25:00 +0000 http://www.researchrockstar.com/?p=464#comment-50 Im creating a mock customer service survey for one of my classes. This gives me a bit of a roadmap to work with, thank you very much. Im creating a mock customer service survey for one of my classes. This gives me a bit of a roadmap to work with, thank you very much.

]]> By: Kathryn http://www.researchrockstar.com/planning-your-first-customer-satisfaction-research-project/comment-page-1/#comment-35 Kathryn Wed, 10 Jun 2009 14:26:09 +0000 http://www.researchrockstar.com/?p=464#comment-35 I've been there, Jeff! I do feel bad for the market research manager who is dependent on list quality coming from other departments. And I just want folks to know what is reasonable or unreasonable: we can't expect the research agency to get things done on time if 10% of the list is bad. Thanks for the comment, Jeff! I’ve been there, Jeff! I do feel bad for the market research manager who is dependent on list quality coming from other departments. And I just want folks to know what is reasonable or unreasonable: we can’t expect the research agency to get things done on time if 10% of the list is bad.

Thanks for the comment, Jeff!

]]> By: Jeffrey Henning http://www.researchrockstar.com/planning-your-first-customer-satisfaction-research-project/comment-page-1/#comment-34 Jeffrey Henning Mon, 08 Jun 2009 18:54:49 +0000 http://www.researchrockstar.com/?p=464#comment-34 Great points, especially about the importance of up-to-date customer lists. Despite the rise of CRM systems, too many B2B companies do a poor job of managing their list of actual customers. Back when we were primarily a consulting business, we did an annual face-to-face survey of major accounts for a telco. Every year they would get started a month or two late because of difficulty updating the list. The list would have names of past customers, purchasing agents instead of users, and so on. The annual study would end up in a mad rush to the finish in November as we let them know that once again we were not hitting our quota due to list quality. Jeffrey Henning Vovici Great points, especially about the importance of up-to-date customer lists. Despite the rise of CRM systems, too many B2B companies do a poor job of managing their list of actual customers.

Back when we were primarily a consulting business, we did an annual face-to-face survey of major accounts for a telco. Every year they would get started a month or two late because of difficulty updating the list. The list would have names of past customers, purchasing agents instead of users, and so on. The annual study would end up in a mad rush to the finish in November as we let them know that once again we were not hitting our quota due to list quality.

Jeffrey Henning
Vovici

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