Customer Satisfaction Research
Marketing Research Firms in Ohio
Providers 1 to 5 out of 5
(in randomized alpha order, starting with "M", after featured listings)
1.
MRSI (Marketing Research Services, Inc.)
Phone: (513) 579-1555, Cincinnati, OH
MRSI has served consumer and B2B clients since 1973. We’re full-service, specializing in product development, consumer insights, Hispanic research....
Read more about MRSI (Marketing Research Services, Inc.) »
2.
Thrive Analytics
Phone: (937) 212-4355, Kettering, OH
Our goal is to become a valued business partner. We focus on finding and implementing solutions to the most critical problems facing our clients....
Read more about Thrive Analytics »
3.
CMS Research
Phone: (419) 843-8570, Toledo, OH
Specializing in IVR (Inbound and Outbound) data collection we do Customer Sat, call transfer, pre-alert or reminder, diary, new product introductions....
Read more about CMS Research »
4.
Convergys Analytics Solutions
Phone: (800) 344-3000, Cincinnati, OH
Our team of researchers, analysts and consultants is the strategic answer to transforming customer interactions into a competitive advantage....
Read more about Convergys Analytics Solutions »
5.
Directions Research, Inc.
Phone: (513) 651-2990, Cincinnati, OH
As a custom research firm, Directions offers insightful solutions that are applied across an array of industry segments....
Read more about Directions Research, Inc. »
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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
by Copernicus Marketing Consulting and Research
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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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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Get Real: The Return of the Product
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Do you care about your customers? Really care?
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by Charles Colby, President, Rockbridge Associates
Linkage analysis measures the impact of customer satisfaction on the bottom line. By linking satisfaction survey information with customer behavior, it is possible to validate the benefits of measuring and managing satisfaction. Linkage analysis also guides the allocation of resources. Read Article »
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These four basic steps provide a comprehensive approach to customer management that achieves the end goal of retaining and growing profitable customers. Read Article »
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Advocacy and the Revenue Narrative: A Case Study
by Don Ryan, Vice President, Technology Practice, Market Probe, Inc.
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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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 »
Stage 3: Seven Steps to Grow Your Customer Base
by Customer Lifecycle, LLC
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Interview: Avoiding the "Brand Death" Spiral
by Chadwick Martin Bailey, Inc.
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 »
Customer-Employee Linkage
by Customer Lifecycle, LLC
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Profiting from Engagement: Manage Customer Loyalty and Profitability, Not Just Satisfaction
by Customer Lifecycle, LLC
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Conjoint Analysis: B2B Customer Service Strategy
by Sawtooth Technologies Consulting Group
In this case study Sawtooth Technologies researched the values for service attributes in the channel (brokers, agents and distributors) and with end-customers.
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by Customer Lifecycle, LLC
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by Customer Lifecycle, LLC
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Connect with the Customer Through Open-ended Context
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Custom Packaging Packs a Marketing Wallop
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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?
by Paul M. Gurwitz, Ph.D., Managing Director, Renaissance Research & Consulting, Inc.
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 »
Value Proposition Development
by Customer Lifecycle, LLC
This overview of developing a compelling value proposition is offered to identify and frame any discussions you may wish to have concerning development of a value proposition that will clearly support the company’s positioning strategy. Read Article »
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by Customer Lifecycle, LLC
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Stage 4: How to Retain Your Profitable Customers
by Customer Lifecycle, LLC
Retain, the final paper in the Acquire, Serve, Grow ,and Retain series, discusses how to retain the profitable customers your organization has created by following the steps outlined in the three preceding papers. We suggest that the best way to accomplish that is through a dual perspective — aligning the perceptions of employees with the requirements of customers. 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 »
Creative Mobile Strategies From Innovative Brands
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How the power of mobile insights in marketing initiatives can better engage customers, nurture brand advocates, pursue customer-inspired product innovation, and improve overall customer relationships. Read Media »
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 »
Improving Call Satisfaction: A Case Study
by TRC
TRC presents a case study of analyzing and improving a call center as an on-going data collection process. Read Case Study »
The Reverse of Advocacy: Impacts of Customer Alienation and Sabotage
by Market Probe
Prolific online and offline Alienated communicators will typically not tell the company about their complaints but will typically tell many of their friends, colleagues and relatives. Learn more insights from this 2011 white paper by Market Probe, Inc. Read White Paper »
Double-Digit Revenue Growth Contribute to a Strong 2012 for QuestBack
by QuestBack
Leading provider of enterprise feedback management reports 25% revenue growth in 2012. Read Press Release »
QuestBack Included in Analyst Firm’s Evaluation of Peer-to-Peer Customer Community Software
by QuestBack
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 »
CMI Partners with Imperium to Further Enhance Data Quality and Security Solutions for Online Research
by CMI
CMI, a leader in customer experience and strategic market research and consulting, announced today a partnership with Imperium. This alliance will further strengthen CMI’s capabilities delivering high quality online research results. Read Press Release »
Acuity4 Social now called SEMEON Analytics
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SEMEON is the name of a Social Media Monitoring and Analytics new company that is officially launched today. SEMEON is a spin-off from Voxco that has lead the development of that social media analytics solution, formerly named Acuity4 Social and that is now known as SEMEON Analytics. Read Press Release »
Bellomy Research Appoints Kaye Young to Senior Vice President - Retail & Category Leadership
by Bellomy Research, Inc.
Bellomy Research, a national marketing research consultancy, which specializes in understanding and enhancing customer relationships, today announced that Kaye Young will join Bellomy’s management team. Read Press Release »
