Customer Satisfaction

  • Blog: What is Transactional Net Promoter Score & Why It’s Important

    What is Transactional Net Promoter Score & Why It’s Important

    The Transactional Net Promoter Score (tNPS) is a variation of the traditional Net Promoter Score (NPS) used to measure customer satisfaction and loyalty. While the traditional NPS typically gauges overall customer loyalty based on responses to a single survey question ("How likely are you to recommend our product/service to a friend or colleague?"), tNPS focuses on specific transactions or interactions between a customer and a business. Keep reading as we discuss how to calculate tNPS, examp

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  • what is cati market research firm

    CATI Market Research: What Is It + Pros & Cons

    In the dynamic landscape of market research methodologies, Computer-Assisted Telephone Interviewing (CATI) stands out as a widely utilized approach for gathering valuable insights. In this blog post, we delve into the essence of CATI market research, exploring its fundamental principles, advantages, and drawbacks. By understanding the intricacies of CATI, businesses can make informed decisions about integrating this method into their market research strategies, harnessing its potential to unco

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  • How To Conduct B2B Customer Satisfaction Surveys

    In the highly competitive business-to-business world, understanding customer satisfaction is important for sustained success. Conducting effective B2B customer satisfaction surveys tailored to your organization's needs can provide valuable insights to guide business strategies and foster continuous improvement. In this article, we'll explain the essentials of B2B customer satisfaction surveys, example questions, and the steps to consider to ensure the data gathered is actionable. What is

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  • Blog: How Often Should I Survey My B2B Customers?

    How Often Should I Survey My B2B Customers?

    A big part of conducting B2B market research is surveying customers to gather valuable feedback. However, the frequency with which you survey your B2B customers depends on multiple different factors. So while no one answer applies to every organization, factors such as your industry, the products/services you sell, and your customer profiles can help determine how often you should survey customers. Taking these into account will simplify the process as you're navigating when to touch base ag

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  • How To Segment Your B2B Customers

    Segmenting B2B customers allows businesses to understand who their audience is. When businesses know exactly who their customers are, they can easily improve marketing and engagement strategies. Segmenting customers is just that - grouping customers together based on certain characteristics from demographic information to industry data. It's recommended to run this research frequently or semi-frequently based on the type of business. What Is B2B Market Segmentation? Market segmentation r

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  • Blog: Healthcare Net Promoter Score: Definition, Formula, & Benchmarks

    Healthcare Net Promoter Score: Formula & Benchmarks

    Whether people will recommend your healthcare facility is important when evaluating your strengths and weaknesses. Thankfully, these insights are easily accessible by measuring your healthcare net promoter score. Has a friend ever recommended a new doctor or healthcare provider? If so, you’re like the majority of people who strongly value first-hand healthcare recommendations. Up to 80% of patients take other patient experiences and recommendations seriously. After all, aren't you more likel

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  • Blog image: The Ultimate Guide to Customer Satisfaction Surveys for 2020

    Conducting Customer Satisfaction Surveys [2024 Guide]

    Of all of the different types of market research projects an organization can pursue, conducting customer satisfaction surveys is the most common. Why? At its core, customer satisfaction is the essence of market research. It involves formally reaching out to customers, asking for feedback, and taking action with the results. The process is simple, informative, and offers a high return on investment. In this guide, we’ll cover everything from the benefits of measuring customer satisfaction to

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  • Surveying Non-Customers [Process & Questions]

    By now most organizations understand the impact of conducting customer surveys. However, it is equally important and beneficial to survey non-customers. While important, our online survey company understands collecting feedback from members of the general community or those who make up your target demographic can be much more challenging. Read this blog post to gain insider tips for conducting non-customer surveys. Plus, we'll also discuss the benefits of this type of market research and why

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  • Blog: Key Customer Satisfaction Metrics to Measure in 2023

    Key Customer Satisfaction Metrics to Measure in 2024

    Regardless of what business you are in, understanding how customer satisfaction metrics work is essential if you want to understand and meet your customers’ needs. In the current competitive market, customers have so many options, so you can’t depend on your gut to determine if they’re happy with your brand. Just like you measure your website traffic or revenue growth, you also need to measure different metrics by conducting customer satisfaction surveys. In this blog post, we'll discuss so

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  • Blog: What is Customer Engagement?

    What is Customer Engagement? [From Market Research Experts]

    Customer engagement is the ongoing interaction and relationship-building between a business and its customers, characterized by personalized communication, exceptional service, and efforts to provide value beyond transactions. Brands that place importance on the shopping experience of their customers will almost always see high levels of customer engagement. In this blog post, our market research company dives into what customer engagement is, how to measure it, and the importance of improvi

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  • Blog: How To Measure Customer Satisfaction Without Surveys

    How To Measure Customer Satisfaction Without Surveys

    While there's no way to beat measuring customer satisfaction with surveys, businesses can still gather valuable insights without them. These methods include: Net promoter score (NPS)  Customer churn rate Calculating LTV Each method relays important insight into customer sentiment, allowing businesses to improve related strategies. This also leads to increased customer retention, as shoppers are happy to stay with businesses that meet their needs. Below, we’ll show you how to measure custom

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  • what is customer effort score

    What is Customer Effort Score? [+ How to Calculate CES]

    In today's digital world, customers are interacting with your brand and product around the clock through apps, websites, 24-7 customer service, and e-commerce. They demand frictionless journeys, minimal hurdles, and effortless resolutions. This shift in customer expectations has led to the ascent of Customer Effort Score (CES) as a fundamental measurement, offering businesses a comprehensive insight into the quality of their customer support, product design, and overall user experience. In t

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