Customer Satisfaction
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What are Market and Customer Profiling Surveys?
Posted at: 3/2/2021 1:30 PM
When it comes to our customers, businesses are often left wondering about key aspects of their demographics, buying behaviors, pain points, and more. Can you confidently answer simple questions such as: Who are your customers? Who aren’t your customers? What makes your customers different from non-customers? If not, it is time your company conducts market and customer profiling surveys. Luckily, the name does a great job at describing what this type of survey is, but there is a lot more to
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How to Improve Contract Renewal with Customer Satisfaction Surveys
Posted at: 2/2/2021 1:30 PM
If your business offers services on a contract renewal basis, you may be familiar with the constant struggle of customer retention. What do you need to do to keep your customers happy enough to renew their contracts? Stop guessing. Start relying on data-driven decision making with customer satisfaction surveys. You could make these decisions based on gut instincts or hearsay from individual customers, but the best way to understand this problem is through proper customer research. For exam
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6 Signs You Need to Conduct a Customer Satisfaction Survey
Posted at: 1/5/2021 7:50 PM
Attempting to understand your customers’ satisfaction level may seem like a daunting task. Fortunately for you and your company, this could not be further from the truth! A customer satisfaction survey is a great way to find out just how satisfied your customers are with your product or service. In this article, our market research company discusses six unique signs that may indicate the need for customer satisfaction research, how this research can offer insights on each given situation, and
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How to Survey Customers Offline
Posted at: 11/3/2020 1:30 PM
In the age of social distancing, is it possible to survey customers offline? The COVID-19 crisis has pushed the bulk of market research practices online during the year 2020. Research clients, firms, and participants alike have been understandably wary of the idea of in-person studies. As a result, virtual methodologies like online surveys, online focus groups, and video interviews became the default. But what if you are still better off collecting your data offline? Reasons to Survey Cu
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How to Conduct a Customer Analysis in 4 Easy Steps
Posted at: 8/25/2020 12:30 PM
The needs of your customers and their expectations change daily. With an effective customer analysis plan in place, you will gain critical insight into customer motivations and purchasing behaviors. Using the results of the analysis, it becomes easier to ensure your organization provides the service its customers require. Keep reading to learn how to conduct a customer analysis in 4 easy steps. Step 1: Conduct a Customer Survey Begin the customer analysis with a customer survey. Make sur
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The Pros and Cons of Responding to Negative Feedback from a Customer Survey
Posted at: 5/18/2020 12:30 PM
Can you follow up with unhappy customers when they respond to a survey? Probably. Should you? It depends. Market research is extremely important when it comes to understanding a customer’s experience with your brand. In most cases, customer experience (CX) research, such as satisfaction surveys, will uncover the good and the bad parts of your business. In this blog post, Drive Research, a customer satisfaction survey company, will detail the do'sand cons of following-up with dissatisfied cust
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Using Market Research to Save Your Business Money AND Still Increase Profits
Posted at: 5/8/2020 12:30 PM
A question Drive Research hears a lot is, how can market research help my business save money – whether it be on marketing, operations, or strategy expenses. I sat down with our President and Founder, George Kuhn and Research Director, Chris Coville to answer this question and more. Prefer to read? Navigate to each question by clicking the titles below: The best market research study to conduct to find ways to save my business money> The recommendation for quantitative vs. qualitative The m
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CPG NPS Benchmarks | Consumer Packaged Goods Market Research
Posted at: 4/25/2020 12:30 PM
Before we specifically get into CPG NPS benchmarks in market research, here is a quick 101 crash course on net promoter score (NPS). It includes detail on what the score is, how it is calculated, examples of NPS calculations, and recommendations to add context to your CPG NPS benchmark. What is Net Promoter Score (NPS)? Net promoter score (NPS) in market research is one of, if not the most popular benchmarks from quantitative surveys. It is a score that ranges from -100 to +100 using a calc
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Case Study: How to Use a Tracking Survey to Measure Customer Satisfaction Over Time
Posted at: 2/27/2020 1:30 PM
Many businesses across the country crave the insights from a customer satisfaction study. It is or should be one of the most critical components of a business’s acquisition plan. However, some organizations assume the customer feedback collected in a survey conducted a year or two ago, is still reliable in the present day. In order to make business decisions powered by insights and statistics, the data must be constantly evolving and up to date. For this reason, our customer satisfaction compan
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Why You Need a Research Partner for Your Customer Satisfaction Surveys
Posted at: 1/13/2020 1:30 PM
Measuring if a customer is satisfied with a brand, product, or service goes beyond asking for their opinion. It is more important to analyze the feedback with best-practice metrics in order to really improve customer retention and loyalty. Customer satisfaction is market research in its purest form. For this reason, it is in an organization's best interest to avoid collecting customer feedback in-house or through an online survey platform. The value of partnering with a market research company
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Should I Survey My Customers, Non-Customers, or Both?
Posted at: 1/2/2020 9:11 PM
When it comes to market research surveys, there are specific methodologies best conducted with customers and others for non-customers! Below are three survey project examples that reach either or both of these audiences. Option #1: Organizations may have objectives that are aligned with a customer satisfaction survey, which as you can probably guess focuses on customers. Option #2: Organizations may have objectives that are aligned with a competitive assessment survey, which focuses on non-cus
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Case Study: Customer Loyalty Survey for Global Heating and Cooling Manufacturer
Posted at: 12/13/2019 3:08 PM
Drive Research, a market research company in New York, recently partnered with a leading thermal management solutions manufacturer to complete a customer loyalty survey and new product development workshops with its customers. These components were a key element of a broader CX program that the manufacturer continued to develop. This case study details the objectives, approach, and outcome of the market research. When accumulating many customers around the globe for your business, it helps to