Customer Survey White Papers

Solving the Human Factor Puzzle to Increase Profits - It is a myth that common sense and knowledge of a company's product or service are all that are needed to construct a useful survey. A survey is only useful if it enables you to obtain accurate information about perceptions and behavior. PDF

Obtaining an Accurate Forecast for Your Business - To obtain accurate forecasts we need survey instruments that are of high quality. That is to say, they must be scientifically constructed. Without a high quality instrument, we will not get high quality information. PDF

(Un)Customer Service = Customer (Dis)Satisfaction - Customer service standards are on the rise. When customers deal with you, they compare you to anyone else from whom they've received (great) service, not just someone from the same industry. PDF

Net Promoter: Revolutionary Tool or Fad? - Recently there has been a lot of talk in the business community about Net Promoter which, according to the official website for the product is "a discipline by which companies profitably grow by focusing on their customers." So, should you use Net Promoter? PDF

When It Comes to Surveys, Hold the Phone - Surveys come in all shapes, styles and sizes, and one of the most important factors in implementing a survey is selecting the deployment methodology. The telephone survey has been used for some time, but some of its shortcomings have opened the door for other forms of collecting information. PDF

Wise Investing: Customer Surveys and ROI - Loyal customers provide more repeat business and are less likely to shop around for the best deals compared with non-loyal customers. Loyalty increases profit by reducing marketing costs, increasing sales and reducing operational costs. PDF

A GPS For Business Success - Since the financial success of any business depends on people, specifically employees and customers, a GPS for business success should give us vital information about these two groups. PDF

Taking Your Business to 'Best in Class' Success - The path to business success is not a secret. In fact, I can answer the question with just one word... Benchmarking. PDF

Revealing Hidden Threats to Your Business - We can use anxiety in positive ways and it can become a powerful force that enables us to uncover the hidden drivers of business success. PDF

How Are You Today? - In order to know how your company is doing right now, and to understand the changes that need to be made in order to ensure future success, you must be aware of where your company was last quarter, last year, five years ago. PDF

Would Your Customers Tip You? - In our society, this all seems fair. Customers tip based on the service they receive taking into account timeliness, quality, and even the appearance of the person delivering the service. And if the quality of service is bad and the customer doesn't tip at all, this is a good indication that they will not be returning customers. PDF

10 Factors That Affect Customer Satisfaction - There's more to customer satisfaction than customer service. The most pleasant experience with a person can't make up for bad food, faulty products or shipping delays. There are several factors - 10 of which are outlined here - that influence a customer's decision to return or move on. PDF

Holiday Shoppers Don't Want a Web of Confusion - The Customer Loyalty Clause; Keep Online Holiday Shoppers Smiling PDF

Why Customers Care - Research Firm NBRI Gets to the Bottom of Why Customers Care. When Companies Roll Out the Customer Loyalty Survey, Profits Roll In PDF

Implementing a Profitable Customer Loyalty Program - Customer loyalty means everything in the business world, and the formula for success doesn't seem that difficult. While some companies have mastered the art, others lag behind. Predictability and performance may sound dull, but it keeps the customer coming back. PDF

The Importance of Customer Surveys - When it comes to learning about a company's client base, there is rarely anything more effective than a customer satisfaction survey. PDF

Are Your Customers Happy? Just Ask Them. - Customer satisfaction impacts every part of a businesses' bottom line. From profits to stock prices, customer satisfaction can be linked to every big and small business's profits. And to maintain a steady stream of cash value and customers, companies are turning to customer satisfaction surveys to pinpoint consumer trends and provide incisive information that leads to gaining a competitive edge in the marketplace. PDF

Using Applied Science to Prevent Loss of Customers and Profits. - Each customer is an investment and represents hours of marketing efforts and expenditures. Each customer lost represents an investment that is no longer reaping dividends. Having customers, not merely acquiring customers, is crucial for business success. PDF

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

Something Special in the Air? - The airline industry has flown straight into a storm of problems. Cost-cutting, security concerns and economic uncertainty have clipped the wings of a once proud and respected industry that struggles every day to deliver customer satisfaction to millions of consumers. PDF

Casinos that Focus on Guest Service Hit the Jackpot - How did a small bingo parlor become the largest gaming company in the world? They focused on guest service. 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

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

A Scientific Approach to Increasing Repeat Business - Some businesses rely on common sense when deciding what will lead to customer satisfaction. For example, it seems obvious that customers will want friendly, efficient, service. It seems logical that customers will want quality products and services at a good price. Right? 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

Customer Satisfaction Approaches: One Size Does Not Fit All - Books on business success can lead you to believe that a successful singular approach exists for satisfying customers, but in reality it does not. Why not? Because customers are individuals and individuals have different needs and motives. PDF

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