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Nebu's Market Research Solutions and Services Blog

Ian Roberts
Posted on 3 April 2017 in Agile, Big Data
by Ian Roberts
1 min

What makes market research agile? [FREE ebook]

Download our FREE ebook based on the paper Re-embedding Market Research into the Business Decision making process by Ian Roberts & Emile Bakker presented at Seventh International Conference, Are We There Yet? Where Technological Innovation is Leading Research, The Association for Survey Computing, 8-9 Sept 2016, University of Winchester, UK.

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Ian Roberts
Posted on 5 January 2017 in CATI
by Ian Roberts
4 min

Why Is CATI Making a Comeback? [Free Ebook: A Guide to CATI Research]

In a previous blog post, we took a quick look back at the early days of the CATI research methodology, and discussed how and why it is making a comeback in market research after being displaced for a time by online approaches. As we discussed in that post, CATI – Computer Assisted Telephone Interviewing – represents one of the first attempts to merge technology with the market research interview process.

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Ian Roberts
Posted on 6 May 2016 in Questionnaire Design
by Ian Roberts
5 min

Designing a Quantitative Questionnaire: 5 Things You Should Always Do!

Questionnaire design is both an art and a science. It entails much more than creating a “tossed salad” of questions and throwing them into a document. Designing market research questionnaires requires the researcher to recognize what an effective rhythm for a survey “feels like”; it requires the ability to balance the objectives of a client – who may want to try to squeeze as many questions and topics possible into the instrument – with the realities of yielding reliable, projectable data. 

Although there are few “absolutes” in life, some do exist.  So here are a few guidelines to help you recognize some of the things that you should virtually ALWAYS do when designing a quantitative questionnaire.

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Ian Roberts
Posted on 10 August 2015 in Customer Feedback
by Ian Roberts
4 min

How to Close the Feedback Loop to Improve Customer Satisfaction

In our recent blog, Improving Satisfaction by Closing the Feedback Loop, we discussed loops to improve the overall customer experience. There are three ways your customer satisfaction measurement program can support a closed feedback loop:

  • First, identify your moments of truth and integrate measurement across them.
  • Second, automate the process from start to finish.
  • Third, act on the information to improve customer satisfaction.

Many companies become unhappy with their customer satisfaction programs because they don't get information that leads to improvement. Using the closed feedback loop approach avoids this situation and helps to build a customer-focused approach to continuous improvement.

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Ian Roberts
Posted on 4 August 2015 in Customer Feedback
by Ian Roberts
5 min

Improve Satisfaction by Closing the Feedback Loop

Most businesses understand that customer satisfaction is a key metric of organizational success. But many businesses also struggle with making those customer satisfaction metrics actionable and meaningful - internally and externally. Actionability has been a challenge that businesses have struggled with for years, and it is only becoming more challenging as the digital environment facilitates - and also confuses - the consumer's path to purchase.

In the early days of marketing and marketing research, we described the path to purchase as AIDA (awareness, interest, decision, and action). And that worked fairly well for marketers who controlled the information and distribution channels to the consumer. However, in our more complex digital world, consumers can take many paths to purchase, some of which we control and some we don't, and businesses need to understand and monitor all of those paths.

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Ian Roberts
Posted on 10 June 2015 in CATI
by Ian Roberts
5 min

Not Your usual CATI - CATI/Online Hybrid

In our previous blog post - Why is CATI making a Comeback – we reviewed telephone research and discussed how and why it is making a comeback in market research after being displaced for a time by online approaches. As we discussed in that post, Computer Assisted Telephone Interviewing represents one of the first attempts to merge technology with the market research interview process.

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