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FlowMonitor Customer Insights & Dialogue Los Angeles, CA - Phone: (310) 709-5818 FlowMonitor links the speed and efficiency of online survey research with targeted, live customer feedback.... |
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Atlanta, GA - Phone: (770) 650-8495 Market research, competitive intelligence, and strategy consulting for B2B/industrial clients and economic development agencies.... |
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Irving, TX - Phone: (800) 884-MARC (6272) M/A/R/C® Research is a full-service marketing research & consulting firm offering innovative qualitative & quantitative methodologies.... |
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New York, NY - Phone: (646) 216-2032 A market leader in mobile surveys & feedback tools, we're dedicated to using cutting edge technology and investing in new product development.... |
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Savitz Research Solutions, Inc. Dallas, TX - Phone: (972) 386-4050 Full-service marketing research and consulting. Complete data collection and tabulation services. Advanced products:... |
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Fort Washington, PA - Phone: (215) 641-2200 Research and analytics firm that pairs customized solutions with senior-level attention and the latest choice modeling approaches to solve business... |
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Golden Valley, MN - Phone: (952) 941-6580 Ongoing customer experience measurement: real-time voice of the customer programs | customer satisfaction surveys | competitive benchmarking... |
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The Woodlands, TX - Phone: (281) 893-1010 VCR provides quality-driven qualitative and quantitative market research data collection and tabulation services to its clients... |
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White Plains, NY - Phone: (914) 761-1909 B2B International is a specialist business-to-business market research and intelligence consultancy working for clients on a worldwide basis.... |
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Chamberlain Research Consultants, Inc. Madison, WI - Phone: (608) 246-3010 Chamberlain Research Consultants Inc. is an international market research firm providing a competitive advantage through strategic market research.... |
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Phoenix, AZ - Phone: (602) 953-5228 PIB, a full-service, female-owned research firm, has developed a unique expertise in the education, new technology, family and youth markets.... |
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Perceptive Market Research, Inc. Gainesville, FL - Phone: (352) 336-6760, ext. 4012 Nationwide 40-station CATI telephone survey and focus group bi-lingual recruitment center. Surveys and Focus Groups arranged/conducted across the U.S.... |
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Glendale, AZ - Phone: (602) 997-9711 Precision Research, Inc. a 26 year old full service custom market research company providing personalized service, quality work & competive pricing.... |
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Great Neck, NY - Phone: (516) 466-0710 Full-service market research company. Questionnaire design through analysis. Specializing in mail surveys: subscriber, readership, editorial, advertis... |
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R.I.S. Christie The Data Collection Company Toronto, Canada - Phone: (416) 778-8890 Providing national coverage and a complete range of qualitative and quantitative services since 1970. Experienced in all methods of data collection in... |
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22529 Hamburg, Germany - Phone: +4940-890-6040 We are dedicated to customized research on your target group in Europe. We offer a variety of qualitative and quantitative methods, expertise... |
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Bloomfield Hills, MI - Phone: (248) 332-5000 Full-service market research firm specializing in customer satisfaction & loyalty, product & service quality, research design and statistical analysis... |
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Oakland, CA - Phone: (510) 832-6484 REALeResearch provides solutions for your qualitative and usability research needs. 20+ years experience in qualitative, UX and usability research.... |
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Princeton, NJ - Phone: (609) 452-0060 RONIN specializes in quantitative and qualitative research for high-tech and pharmaceutical companies, both directly and through other research firms.... |
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Stamford, CT - Phone: (203) 324-2420 RTi is a global, innovative full-service market research company delivering custom solutions designed against marketing and business objectives... |
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Description of Customer Satisfaction Research
Market research companies able to track overall customer satisfaction with a product or service over a specific period of time. Find a firm to conduct consistent longitudinal research to evaluate customer satisfaction.
Related Resources
National Customer Service Survey: Computer Tech Support | Case Study
Peter Leppik, President & CEO, Vocalabs
 | This study from Vocalabs compares customer service quality for Apple, Dell, and HP technical support. The survey found significant trends over 2008 to 2009 and assisted in analysis of call center improvements. | Read Case Study » |
National Customer Service Survey: Mobile Phones | White Paper
Peter Leppik, President and CEO, Vocalabs
| A National Customer Service Survey was conducted by Vocalabs regarding Mobile Phone carriers. This study compared four major companies: AT&T, Sprint, T-Mobile and Verizon. Over 1100 customers completed the survey, illuminating the impact of customer service on brand loyalty. | Read White Paper » |
8 Ways to Boost Customer Satisfaction in Retail | Article
SIS International Research
| This article covers eight ways to boost customer satisfaction, detailing aspects of the shopping experience that can be improved. Concrete ideas pulled from market research studies address dissatisfying situations encountered by customers and create proactive ways for companies to reward relationships with customers. | Read Article » |
Loyalty - How To Win Devotion From Your Customers | White Paper
Paul Hague, Director, B2B International
| Customer satisfaction does not necessarily equate to customer loyalty. Strong indications of loyalty include proactive factors such as personally advocating a product to a friend. Companies wary of hurting loyalty by introducing new suppliers are invited to learn how B2B International measures customer loyalty. | Read White Paper » |
Get Real: The Return of the Product | Article
Greet Sterenberg; Malcolm Baker, Founding Partner, BRS Group
| Marketers have allowed an insidious myth to gain acceptance: that products are increasingly similar and because this is inevitable, emphasis needs to be placed on branding to differentiate. Sterenberg and Baker refute this as dangerous nonsense. Drawing on a major international study as well as the obvious success of many distinctive products, they conclude that the role of branding should be to amplify the product experience, not ignore it. | Read Article » |
Serving Customers Through Loyalty Programs | Article
Amy Harvey, Rockbridge Associates
| Creating targeted loyalty programs is a key business strategy for building long-term relationships with customers. Rockbridge Associates shares their pointers for making customer loyalty programs work. | Read Article » |
An alternative method of reporting customer satisfaction scores | White Paper
Rajan Sambandam and George Hausser of TRC
| Though customer satisfaction evaluations are widely used, reporting of these scores has varied from one study to another. This is likely the result of each method’s advantages and disadvantages, as well as the personal preferences and habits of the researcher. We recently had the opportunity to report customer satisfaction scores in a unique format that assimilates the advantages of various methods and provides the manager with a clearer picture of where to take action. In this article we review various reporting methods and outline our method with an example. Further, we also discuss a type of reporting that is becoming increasingly common especially in the health care arena, i.e., the issue of comparing the performance of various facilities or centers that belong to a single network or organization. We show how our method can be applied for this purpose and why it is advantageous. | Read White Paper » |
Interview: Avoiding the "Brand Death" Spiral | Media
Chadwick Martin Bailey, Inc.
| When marketing doesn't communicate with operations, the brand image is affected. Rich Schreuer provides an example of customer service not meeting brand image and how this contributes to "the brand death spiral." | Read Media » |
Conjoint Analysis: B2B Customer Service Strategy | Case Study
Sawtooth Technologies, Inc.
| In this case study Sawtooth Technologies, Inc. researched the values for service attributes in the channel (brokers, agents and distributors) and with end-customers. | Read Case Study » |
Why Brand Tracking Should Include Experiences (incl. Social Media) | Article
Josh Mendelsohn, VP Marketing, Chadwick Martin Bailey, Inc.
| Brand tracking research should cover both the impact of the brand and the impact of experience. This article suggests tracking social media channels as touch points for managing your brand image. | Read Article » |
Insight: Customer Satisfaction | White Paper
Development II, Inc.
| A look at the process behind a successful Customer Relationship Program. | Read White Paper » |
Why Domino’s new ads are good for the market research industry | Article
Josh Mendelsohn, Chadwick Martin Bailey, Inc.
| The new Domino's ads break down negative conceptions about the research industry. This article describes how the content of Domino's ads are good for the market research industry. | Read Article » |
ALL DRIVERS OF SATISFACTION ARE NOT EQUAL: How do you find out what's really important? | Service
Paul M. Gurwitz, Ph.D., Managing Director, Renaissance Research & Consulting, Inc.
| This article describes several methods for deriving feature importance and their advantages and disadvantages, including Stated Importance, Key Driver Analysis and The Kano Model. Renaissance Research & Consulting offers a model that has the combination of flexibility, validity, and ease of administration - RenSat+. | Read Service » |
Improving Call Satisfaction: A Case Study | Case Study
TRC
| TRC presents a case study of analyzing and improving a call center as an on-going data collection process. | Read Case Study » |
Successful CEM Requires True Customer-centricity... and Process Mapping can help you get there | Service
Steve Nelson, GfK
| Customer Experience Management is truly customer-centric as it takes an outside-in approach, making the customer experience the center of focus rather than the company, product or service. GfK uses a tool called Process Mapping to align an organization around the customer experience and recommend internal changes. | Read Service » |
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Services related to Customer Satisfaction Research
Types of Research
Brand Research > Brand Loyalty & Satisfaction
Consumer Research
Consumer Trends Research
Consumer Lifestyles & Values Research
Customer Satisfaction Benchmark Studies
Customer Service Quality Needs & Measurement
Research Techniques & Services
Market Research Consultants > Advertising & Communication
Market Research Consultants > Consumer Research
Market Research Consultants > Marketing & Marketing Effectiveness
Marketing Research Consultants
Omnibus Surveys - Consumers
Focus Group Moderators - Consumers
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