Rock Research Blog » Customer Satisfaction http://www.rockresearch.co.nz/blog New Zealand's specialist market research blog Mon, 05 Sep 2011 05:15:54 +0000 en hourly 1 http://wordpress.org/?v=3.1.3 Why won?, Why lost?, Why missed?-Surveys for Greater Customer Insight http://www.rockresearch.co.nz/blog/2009/09/29/why-won-why-lost-why-missed-surveys-for-greater-customer-insight/ http://www.rockresearch.co.nz/blog/2009/09/29/why-won-why-lost-why-missed-surveys-for-greater-customer-insight/#comments Mon, 28 Sep 2009 22:27:28 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=476 Customer satisfaction surveys tend to dominate thinking when it comes to surveying customers. Yet, there are plenty of other ways to gain insights into your customer base by asking a few quick questions. 'Why won?', 'Why lost?' and 'Why missed?' surveys are just one example. And if you don't have any customers they are also quite useful for dating. 'Why won?', 'Why lost?' and 'Why missed?' surveys are a series of customer insight surveys that are practically guaranteed to give you the information and insights that any business requires in order to retain existing customers, win back old customers and win new business. I first came across 'Why won?', 'Why lost?' and 'Why missed?' surveys in my first job as a market researcher when I was straight out of university. I was immediately stuck by the simplicity of the concept but like most things often it is the simple ideas that are the best (excluding factor and conjoint analysis).

Why Won?

Gaining a new client may mean the popping of champagne corks and a flurry if high fives all around the office.]]> http://www.rockresearch.co.nz/blog/2009/09/29/why-won-why-lost-why-missed-surveys-for-greater-customer-insight/feed/ 2 When DIY Customer Satisfaction Surveys Go Horribly Wrong http://www.rockresearch.co.nz/blog/2009/09/23/when-diy-customer-satisfaction-surveys-go-horribly-wrong/ http://www.rockresearch.co.nz/blog/2009/09/23/when-diy-customer-satisfaction-surveys-go-horribly-wrong/#comments Tue, 22 Sep 2009 21:22:49 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=478 Customer satisfaction surveys are a great way to find out how you are performing in the eyes of your customers. With the benefits of customer surveys generally well understood, many organisations have employed market research companies to undertake the work for them while some opt for the DIY option. I imagine the DIY option is generally chosen because of the associated cost savings. I mean, why pay someone when you can do it yourself? That's why I mow my own lawns, it's not because I love lawn-mowing, it's because I prefer not to pay someone else when I can do it myself (not to mention the degree of discomfort I feel when watching TV while having the lawn-mowing man sweating outside - dam you lawn-mowing man for making me feel guilty!). Yet, there are sometimes when the professional touch is required, something which my experience below demonstrates.]]> http://www.rockresearch.co.nz/blog/2009/09/23/when-diy-customer-satisfaction-surveys-go-horribly-wrong/feed/ 2 Restaurants and Surveys http://www.rockresearch.co.nz/blog/2009/08/07/restaurants-and-surveys/ http://www.rockresearch.co.nz/blog/2009/08/07/restaurants-and-surveys/#comments Thu, 06 Aug 2009 21:34:35 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=402 In the article "Online feedback’s a healthy choice" the point is made that online surveys can provide restaurants with a cheap and efficient ways of receiving feedback from patrons. While comment cards have long been used by restaurants to get feedback they can create an issue when it comes to the collation and analysis of the feedback data. Most survey tools will offer a built in reporting tool which can do this job easily for you. Much better than having a bunch of comment cards lying around gathering dust.]]> http://www.rockresearch.co.nz/blog/2009/08/07/restaurants-and-surveys/feed/ 8 Customer Satisfaction Surveys – For the love of it http://www.rockresearch.co.nz/blog/2009/07/06/customer-satisfaction-surveys-for-the-love-of-it/ http://www.rockresearch.co.nz/blog/2009/07/06/customer-satisfaction-surveys-for-the-love-of-it/#comments Mon, 06 Jul 2009 09:14:59 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=352 Companies need to put their money where their mouth is the message that Greg Adams is sending in his article You call that market research? and not for the love of it. The bee in Greg's bonnet is that a large number of online customer satisfaction surveys invitations he has received come with no incentive i.e prize draw, discount coupon etc.
But what bugs me most is what seems like an increasing expectation from many companies that we’ll do it for nowt. Just offer feedback for the love of it. Last time I checked, this was called market research…and business in its own right, and a multi-billion dollar one at that.
Greg asks where is the incentive and this is the response.
A reply duly pinged back from NZ Post’s representatives. “Hi Greg, Thank you for your email. In regards to any incentive, the feedback and comments that New Zealand Post will be utilising should be a direct benefit to you through improved service and products.”
]]> http://www.rockresearch.co.nz/blog/2009/07/06/customer-satisfaction-surveys-for-the-love-of-it/feed/ 0 Positive or Negative Customer Feedback – It is all Good http://www.rockresearch.co.nz/blog/2009/03/20/positive-or-neagtive-customer-feedback-it-is-all-good/ http://www.rockresearch.co.nz/blog/2009/03/20/positive-or-neagtive-customer-feedback-it-is-all-good/#comments Thu, 19 Mar 2009 21:02:49 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=248 ING research draws suspicion customers being researched have claimed that some of the questions are quite leading.]]> http://www.rockresearch.co.nz/blog/2009/03/20/positive-or-neagtive-customer-feedback-it-is-all-good/feed/ 0 Twitter – An insight into Customer Satisfaction? http://www.rockresearch.co.nz/blog/2009/03/16/twitter-an-insight-into-customer-satisfaction/ http://www.rockresearch.co.nz/blog/2009/03/16/twitter-an-insight-into-customer-satisfaction/#comments Mon, 16 Mar 2009 03:22:31 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=233 Jason Lee Miller writes in "Twitter: A Real Time Pulse Of Customer Satisfaction" how Twitter can provide a real time insight into customer satisfaction. The example given is off using the Twitter network in order to gain insight into how a company may be performing by asking for company recommendations.]]> http://www.rockresearch.co.nz/blog/2009/03/16/twitter-an-insight-into-customer-satisfaction/feed/ 2 Satisfaction survey sent to dead girl http://www.rockresearch.co.nz/blog/2009/02/05/satisfaction-survey-sent-to-dead-girl/ http://www.rockresearch.co.nz/blog/2009/02/05/satisfaction-survey-sent-to-dead-girl/#comments Wed, 04 Feb 2009 20:05:39 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=194 articleI got a chill down my spine, as it really is a nightmare. The Canterbury District Health Board sends out customer satisfaction surveys to patients after they have received treatment, which I think all would agree is a good thing. The exception of course is sending the patient a survey when they have died. This error is compounded by the fact that the patient is a young child.]]> http://www.rockresearch.co.nz/blog/2009/02/05/satisfaction-survey-sent-to-dead-girl/feed/ 2 Google out in Front with Customer Satisfaction http://www.rockresearch.co.nz/blog/2008/08/29/google-out-in-front-with-customer-satisfaction/ http://www.rockresearch.co.nz/blog/2008/08/29/google-out-in-front-with-customer-satisfaction/#comments Thu, 28 Aug 2008 22:46:43 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=101 http://www.rockresearch.co.nz/blog/2008/08/29/google-out-in-front-with-customer-satisfaction/feed/ 0 Customer Service : Can’t Get No Satisfaction – Just Ask http://www.rockresearch.co.nz/blog/2008/08/12/customer-service-can%e2%80%99t-get-no-satisfaction-just-ask/ http://www.rockresearch.co.nz/blog/2008/08/12/customer-service-can%e2%80%99t-get-no-satisfaction-just-ask/#comments Mon, 11 Aug 2008 20:12:23 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/?p=98 http://www.rockresearch.co.nz/blog/2008/08/12/customer-service-can%e2%80%99t-get-no-satisfaction-just-ask/feed/ 0 Love the Customers who Hate You http://www.rockresearch.co.nz/blog/2008/03/24/love-the-customers-who-hate-you/ http://www.rockresearch.co.nz/blog/2008/03/24/love-the-customers-who-hate-you/#comments Mon, 24 Mar 2008 03:14:40 +0000 Jared Bothwell http://www.rockresearch.co.nz/blog/2008/03/24/love-the-customers-who-hate-you/ http://www.rockresearch.co.nz/blog/2008/03/24/love-the-customers-who-hate-you/feed/ 0