Understanding Gaming Industry Market Segments

Understanding Gaming Industry Market Segments

Over the past decade there has been phenomenal growth in total gaming and specifically in commercial casino gaming. According to the American Gaming Association, in a recent 10-year period total gaming revenues nearly doubled, going from $45.1 billion to $83.7 billion. Revenues from commercial casinos increased from $16.1 billion to $32.42 billion in one year… PDF

Methods of Survey Data Collection

Methods of Survey Data Collection

Survey means ‘to look at in a comprehensive way’. There are numerous survey research methods, including in-person and telephone interviews, mailed and online questionnaires. In-Person Interviews Getting information in person may be the most personal approach and most effective way of gaining trust and cooperation from the respondent. It is easier to react to puzzled facial… PDF

Customer Satisfaction Approaches: One Size Does Not Fit All

Customer Satisfaction Approaches: One Size Does Not Fit All

Have you ever worn a “one size fits all” garment? Perhaps you have and know from personal experience that they do not really “fit” all. Or perhaps you have avoided such garments all together because you knew they would not provide the kind of fit you prefer. For some individuals such garments merely hang on… PDF

Measuring and Managing Customer Satisfaction

Measuring and Managing Customer Satisfaction

It takes continuous effort to maintain high customer satisfaction levels. As markets shrink, companies are scrambling to boost customer satisfaction and keep their current customers rather than devoting additional resources to chase potential new customers. The claim that it costs five to eight times as much to get new customers than to hold on to… PDF

Why and How to Measure Customer Satisfaction

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 and achieve customer satisfaction. Delivering great customer service takes both understanding what your customers want and a way to see that they receive it. It is beyond the scope of this article to tell… PDF

Survey Incentives: Response Rates and Data Quality

Survey Incentives: Response Rates and Data Quality

Offering incentives for a survey respondent’s time is one way to increase customer survey response rates. Some people feel a sense of civic duty when approached with a survey, and it is enough motivation for them to know their input will be used to help others. However, the use of a monetary or gift incentive… PDF

Conducting an Employee or Customer Survey In-House vs. Outsourcing

Conducting an Employee or Customer Survey In-House vs. Outsourcing

The ultimate goal of a successful research study is to obtain honest feedback from all participants that can be translated into action to achieve optimal organizational growth and development. To achieve this, participants must be confident in the process, and the organization must trust the results. Participants need to know that the organization has a… PDF

The Importance of Customer Surveys

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. For decades, these surveys have given customers a chance to voice their concerns and sing the praises of the industries with which they deal. Very few argue against the efficacy of these mini-quizzes, acknowledging… PDF

Implementing a Profitable Customer Loyalty Program

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. If the benefits of customer loyalty are ever fuzzy, skeptics only need to sit down… PDF

10 Factors That Affect Customer Satisfaction

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. The customer is always right,right? Well, that’s… PDF