Customer Survey White Papers

Integration of Employee, Customer, and Financial Data - A case study is presented that discusses how employee satisfaction can drive customer satisfaction to improve financial results. PDF

Proactive Use of Customer Surveys Increases Profits - Customer surveys are a must for any organization that wishes to improve its profitability. Find out how the best companies leverage well-designed surveys to increase their profits. PDF

Knowledge of Generational Differences Increases Gaming Profits - Learn how generational differences affect gaming profitability and intent to return among various age groups. PDF

Perceptions Equal Reality in Consumer Debt Counseling - Learn how perceptions effect reality in a consumer debt counseling company and how these lessons can be applied to other organizations. PDF

Understanding Gaming Player Development in Winners and Losers - Learn how winners and losers evaluate gaming properties and determine how to keep them coming back by enhancing the environment in ways that are most important to them. PDF

Using Science to Increase Intent to Return for Male and Female Gaming Customers - Learn the differences between male and female gaming customers and how to retain these guests by focusing on the factors that are most important to them. PDF

The Winning Employee-Customer Link - In recent years, many in the academic and popular business press have grabbed hold of a very intuitive realization: positive work attitudes and greater commitment and loyalty among employees all feed directly into greater customer satisfaction and loyalty. Why? PDF

Conducting a Survey In-House vs. Outsourcing - This White Paper discusses the advantages of outsourcing survey deployments rather than conducting them in-house. PDF

Benchmarking with the Best in Class: NBRI Norms - This White Paper discusses the strong value provided by utilizing NBRI Norms by assisting companies benchmark against "best in class" competitors. PDF

Root Cause Analyses - To turn massive amounts of information into action quickly and effectively, management needs to know the dominant, primary causal factors for the results of the study. The sole purpose of the root cause analyses is to identify the smallest number of issues that can be shown to drive, control, or predict the largest number of issues within an organization. PDF

Survey Incentives: Response Rates and Data Quality - Offering incentives for a survey respondent's time is one way to increase survey response rates. What kind of effect does the incentive have on data quality? How much incentive do I need to include with my survey for it to be effective? PDF

How Can We Benefit From Measuring Customer Dissatisfaction? - If we take customer satisfaction scores and turn them upside down, we find what percent of customers are not pleased with the service they receive. This presents a new way to improve the overall experience for our customers: Focus on the negative, with the sole purpose of arriving at the positive. PDF

Keeping Your Customers - What is it that makes your customer decide to purchase from you? Just as important though is another question: What is it that makes one of your customers STOP buying from you? PDF

Patient Satisfaction Survey Should Focus on Meaningful Information - While a patient satisfaction survey must be comprehensive, it should be short enough so that participation is encouraged. PDF

Seven Habits of Successful Customer-Based Firms - What makes a successful customer-based initiative tick? Over the last two decades, our consultants have spent countless hours helping companies in a wide range of industries in their efforts to implement customer-based strategies. One of the most frequent questions we hear is: "What do successful customer-driven companies have in common?" PDF

Why and How to Measure Customer Satisfaction - Most companies say they believe in great customer service, but few set up a system to insure that they provide it. Delivering great service takes both understanding what your customers want and a way to see that they receive it. PDF

Measuring and Managing Customer Satisfaction - It takes continuous effort to maintain high customer satisfaction levels. It goes on to define customer satisfaction, identifies important objectives of all customer satisfaction surveys, and why the customer survey results are so important. PDF

Strengthen Working Relationships To Impact Your Business Outcomes - A case study is presented where a bank utilized a customer survey to improve customer satisfaction which improved profits. PDF

Don't Get Buried in Customer Data...Use It! - Don't blame your CRM technology. Be smarter about collecting and using your data. It goes on to provide advice on how to use information about the individual customer and the average customer in concert, and how to probe beneath customer preferences and behaviors to uncover the attitudes that provide a more solid understanding of customer loyalty. PDF

How To Build Customer Loyalty in an Internet World - Customer loyalty is too central to companies' fortunes to be ignored. And with technology so important in determining retention - or customer disaffection, technology must be used properly. Via targeted, customer surveys, companies can start to measure and then influence customer data. PDF

See what kinds of customer surveys these white papers apply to.