Customer Satisfaction Research
Marketing Research Firms in Connecticut
Providers 1 to 6 out of 6
(in randomized alpha order, starting with "T", after featured listings)
1.
Toluna
Phone: (203) 834-8585, Wilton, CT
Offering global consumer and specialty panels that deliver sample unparalleled in reliability and representation from millions of panelists worldwide....
Read more about Toluna »
2.
Bourget Research Group
Phone: (860) 242-7665, West Hartford, CT
Full-service qualitative and quantitative since 1960. Consumer, commercial, industrial. International coverage....
Read more about Bourget Research Group »
3.
The Center for Research
Phone: (203) 237-5523, Meriden, CT
A full service Market Research firm, with the capability and staff to conduct all services in-house including a state of the art focus group facility....
Read more about The Center for Research »
4.
Development II, Inc.
Phone: (203) 263-0580, Woodbury, CT
Development II provides top-line revenue growth through diagnostic and analytic, customer-focused, strategic advisory practices. ...
Read more about Development II, Inc. »
5.
RTi Research
Phone: (203) 324-2420, Stamford, CT
RTi is a global, innovative full-service market research company delivering custom solutions designed against marketing and business objectives....
Read more about RTi Research »
6.
SSI
Phone: (203) 567-7200, Shelton, CT
SSI is the premier global provider of sampling solutions for survey research....
Read more about SSI »
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National Customer Service Survey: Computer Tech Support 2010
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This study from Vocalabs compares customer service quality for Apple, Dell, and HP technical support. Apple continues to dominate in customer satisfaction, and widened its lead over Dell and HP in critical areas. Read White Paper »
Customer Satisfaction in a Slump: Even the Net Promoters Agree
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This article discusses the the latest statistics from the American Customer Satisfaction Index (ASCI). Read Article »
National Customer Service Survey: Mobile Phones 2010
by 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. From 2009-2010, Sprint made impressive improvements in customer service while other companies declined. Read White Paper »
National Customer Service Survey: Mobile Phones 2009
by 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
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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 »
MROCs: Qualitatively Speaking to Your Target 24/7/365
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Loyalty - How To Win Devotion From Your Customers
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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 »
National Customer Service Survey: Computer Tech Support 2009
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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 White Paper »
Do you care about your customers? Really care?
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If you work for a company like most, a significant portion of your research budget is dedicated to a customer feedback, performance, or satisfaction program. Are you getting the return (in insight) you are making for the investment you’re making? Read Article »
Get Real: The Return of the Product
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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 »
Interview With An Expert: Rolf Olsen on Social Media Listening
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Social conversation may offer marketers a constant stream of real-time data on trends, unmet customer needs, and campaign and new product performance, but there’s a whole host of questions that marketers still have to answer when it comes to using and applying information gathered via social listening to marketing decisions. Read Article »
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Don Ryan demonstrates the direct linkage between advocacy and measuring business performance. Ryan uses a 2011 survey of IT decision makers to illustrate Market Probe’s approach to using advocacy to measure customer experience and link it to specific financial and business outcomes, a methodology relevant across B2B and B2C sectors. Read Case Study »
Customer Advocacy and the Branded Experience
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Researcher and author Michael Lowenstein uses company examples to demonstrate that what really leads to loyalty and advocacy is the company-wide commitment to strategic customer-centricity, ongoing creation of customer-perceived value and "barriers to exit". Read White Paper »
An alternative method of reporting customer satisfaction scores
by 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. In this article we review various reporting methods and outline our method with an example. Read White Paper »
Interview: Avoiding the "Brand Death" Spiral
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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 »
Profiting from Engagement: Manage Customer Loyalty and Profitability, Not Just Satisfaction
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Managing customer loyalty and profitability requires that the research supporting it be designed to provide both strategic and tactical information. This requires design and application considerations outside the framework of traditional approaches to only satisfaction metrics. Read White Paper »
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Consumer insights are the foundation for starting a conversation within your organization. Video empowers you to take the stakeholder-consumer relationship to a whole new level. Read Article »
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In this case study Sawtooth Technologies researched the values for service attributes in the channel (brokers, agents and distributors) and with end-customers. Read Case Study »
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Acquiring the right customers is just the first step in building and maintaining lasting customer retention, customer loyalty, and improved business results. How well your customer service meets or exceeds their expectations determines if the targeted customers remain satisfied and loyal. Read White Paper »
Connect with the Customer Through Open-ended Context
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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
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A look at the process behind a successful Customer Relationship Program. Read White Paper »
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ALL DRIVERS OF SATISFACTION ARE NOT EQUAL: How do you find out what's really important?
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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 »
Get Better Business Results From the Four Stages of Your Customer Lifecycle - Stage 1: Acquisition
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Each stage in the customer lifecycle — acquisition, service, growth, retention — has its own unique customer needs, attitudes and behaviors. The goal for customer acquisition should be deciding which prospects most closely match a company’s "ideal prospect" profile. Read White Paper »
Improving Claim Satisfaction: A Case Study
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A case study on applying full-service market research to help an insurance company improve their client satisfaction with claim handling. Read Case Study »
Improving Call Satisfaction: A Case Study
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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
by 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 »
QuestBack Included in Analyst Firm’s Evaluation of Peer-to-Peer Customer Community Software
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QuestBack, a global leader in enterprise feedback management, today announced that Gartner, Inc. has included the company in a research report evaluating six global vendors in the peer-to-peer customer community marketplace. QuestBack was also included as a Niche Player in Gartner’s 2011 Magic Quadrant for Social CRM. Read Press Release »
Market Probe Announces Asia Pacific and China Winners of 2011 Retail Banking Customer Advocacy Monitor
by Market Probe, Inc.
Market Probe announced the names of the retail banks that posted the highest levels of Customer Advocacy in the Asia Pacific, China and Korea region in 2011, based on the firm’s survey of the largest banking institutions. Read Press Release »
