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,…

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…

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. How do you find out what your customers think is…

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. In fact, the use of a monetary or gift incentive has been proven to significantly increase response rates in many customer surveys. The question is not whether incentives will increase response rate percentages, as this remains true throughout many…

Understanding Gaming Industry Market Segments

Understanding Gaming Industry Market Segments

Over the past decade there has been phenomenal growth in 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 alone.…

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…

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…

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…

Implementing a Profitable Customer Loyalty Program

Implementing a Profitable Customer Loyalty Program

Customer loyalty means everything in the business world, but the formula for success can be difficult to perfect. 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…

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…

Understanding Gaming Player Development in Winners and Losers

Understanding Gaming Player Development in Winners and Losers

Understand the difference between winning and losing gaming customers and use this information to create more loyal and profitable guests. Common sense tells us that winners and losers perceive their gaming experience differently. Everyone likes to win. Therefore winning, in and of itself, is reinforcing. No one starts a game saying, “I hope I lose!”…

Customer Engagement and Customer Loyalty. Cause or Effect?

Customer Engagement and Customer Loyalty. Cause or Effect?

I was first in a long line to pay for my purchase at Sally’s Beauty store. “That will be $23.71,” announced the girl behind the counter. “Oh, did I mention that I’m a member?”  I stammered. “Do you have your card please, m’aam?” the girl asked pointedly. “Umm, let me see,” I muttered as I…

Is it Possible to Overcome the Effects of a Poorly Designed Survey Questionnaire?

Is it Possible to Overcome the Effects of a Poorly Designed Survey Questionnaire?

You’ve put together a questionnaire that is too cluttered and too long.  Survey questions were unclear and did not flow.  Some survey questions were confusing and did not mean the same thing to everyone.  And, respondents were asked to remember dates and time frames that proved difficult for the hardiest of brains.  The questionnaire was…

Wise Investing: Customer Surveys and ROI

Wise Investing: Customer Surveys and ROI

Conducting customer surveys is a common business practice. Within the last two weeks alone, I have been asked to complete three customer surveys. Q: Why is surveying customers such a common practice? A: Because of the belief that customer surveys pay off with increased profits. Is this belief correct or is the practice of surveying…

What You Don’t Know Can Hurt You

What You Don’t Know Can Hurt You

I know some people who often repeat phrases such as “What you don’t know can’t hurt you” and “Ignorance is bliss.” I understand why some people believe these statements. We read or watch the news and sometimes feel overwhelmed and/or depressed by all the things happening around the world and even in our own back…

(Un)Customer Service = Customer (Dis)Satisfaction

(Un)Customer Service = Customer (Dis)Satisfaction

A friend’s elderly mother purchased a new car. She opened the owner’s manual to figure out how to set her favorite radio stations before driving home. Imagine her surprise to find that the sales person had already programmed the radio stations in the new car from her old one! A friend stopped on her way…

A GPS For Business Success

A GPS For Business Success

Have you ever been lost or unsure of which direction to take? In today’s technologically savvy world, we are less likely to find ourselves in this situation. We have cellular phones on which we can call and ask for directions or log on to the Internet and look up our destination on a map. Many…

Are Your Customers Happy? Just Ask Them.

Are Your Customers Happy? Just Ask Them.

Surveying the Customer Landscape Keeps Businesses Thriving 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…

Benchmarking with the Best in Class: NBRI Norms

Benchmarking with the Best in Class: NBRI Norms

Research psychologists, astute at creating psychological instruments to measure psychological constructs, such as the attitudes, opinions, beliefs, and behaviors of people, without biasing or skewing the data, have professionally designed your survey instrument. The customer or employee survey has been expertly deployed, and the results are in! Now, suppose for example that you have a…

Can Brand Engagement Overcome Poor Customer Service?

Can Brand Engagement Overcome Poor Customer Service?

In the global marketplace, customers expect to get what they want when they want it, where they want it, how they want it, in the quantity they want, at the quality they want, and at a price they are willing to pay.  But, satisfying customers through competitive pricing, innovative products, or faster service is no…

Casinos that Focus on Guest Service Hit the Jackpot

Casinos that Focus on Guest Service Hit the Jackpot

When it comes to guest services, it takes a formidable strategy to be successful in the gaming industry. Satisfying guests who aren’t too happy about dropping $500 at the craps table in 20 minutes can be extremely challenging. The bottom line for the casino is to use every possible angle of guest services to achieve…

Customer and Employee Satisfaction Impact the Bottom Line

Customer and Employee Satisfaction Impact the Bottom Line

Conventional wisdom points toward customer satisfaction surveys as the best way to pinpoint what specifically draws the customer back or pushes them away. Long relied upon to explain a customer’s flitting from one company to another in search of the best experience, these surveys fall short of explaining the customer replies that pertain to the…

Customer Satisfaction: Turning Your Business Into What Men and Women Want

Customer Satisfaction: Turning Your Business Into What Men and Women Want

Customer satisfaction drives a customer’s intent to return. Knowing the differences between what men and women want can give a business an edge to increase repeat business and profitability. Successful business owners understand the importance of returning customers. Knowing the desires and values of customers is vital to survival. Many successful organizations now recognize the…

Customer Service Drives Financial Performance

Customer Service Drives Financial Performance

How would you define and describe customer service? Not easy is it, although we certainly know it when we see, feel or experience it. Some describe customer service as the golden rule, treating others as you would like to be treated. Others describe it as the business capability of meeting customer’s wants and needs. Contact…

Customer Surveys – A Scientific Approach to Increasing Repeat Business

Customer Surveys – A Scientific Approach to Increasing Repeat Business

Repeat business from loyal customers plays a vital role in the success of most businesses, as satisfied customers are more likely to be returning customers. 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…

Customer Surveys: Are You Something Special in the Air?

Customer Surveys: Are You 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 and increase customer satisfaction to millions of consumers. When an industry is ranked lower in customer satisfaction than the Internal Revenue…

Don’t Get Buried in Customer Data…Use It!

Don’t Get Buried in Customer Data…Use It!

Don’t blame your CRM technology. Be smarter about collecting and using your data. With the advent of customer relationship management (CRM) in the late 1990s, companies came to believe that by using technology to tailor their offerings to individual consumers’ needs, customer loyalty – and company profits – would skyrocket. But in today’s crowded marketplace,…

Gaming Establishments Use Research to Competitive Advantage

Gaming Establishments Use Research to Competitive Advantage

As gaming establishments have increased in number, so has the competition between them. As competition increases it becomes vital to a gaming establishment’s survival to gain an advantage over the competition in attracting customers. Just how can this be accomplished? Through research. Scientific research provides a competitive edge over the competition whether you own a…

Getting the Most Out of Your Customer Research

Getting the Most Out of Your Customer Research

Regularly surveying customers is a common practice among successful companies. Customer research is a complicated process that requires an investment of time and money. Many companies outsource customer surveys to survey research firms for three reasons: 1) it saves time; 2) it saves money and, most importantly; 3) it leaves survey design and analysis in…

Here Today and Gone Tomorrow: Preventing Business Failure

Here Today and Gone Tomorrow: Preventing Business Failure

How do you feel about trees? Some people find them to be too much upkeep. They don’t want to rake piles of leaves in the fall or deal with root systems that may damage foundations or sprinkler systems. Others enjoy the shade trees provide and the sound made when the wind rustles their leaves. I…

Holiday Shoppers Don’t Want a Web of Confusion

Holiday Shoppers Don’t Want a Web of Confusion

The Customer Loyalty Clause; Keep Online Holiday Shoppers Smiling In the mid-1990s, Amazon.com, Dell and Cisco systems were among the first major players to start selling products over the Internet, launching an online buying revolution that has shown tremendous growth year after year. In the infancy of online shopping, consumers were so in awe of…

How are you today? Find out with Customer Surveys

How are you today?  Find out with Customer Surveys

How are you today? This seems like such a simple question; one that we have all answered thousands of times. But have you ever thought about how you are able to answer this question? When we answer the question “How are you today?” we rely on information stored in our memory about how we were…

How Customer Service Drives Customer Loyalty

How Customer Service Drives Customer Loyalty

Think back to your most positive customer service experience.  What made it such a good one?  Now, think about your worst experience related to customer service or lack thereof.  What made it such a nightmare? The chances are you described your most positive customer service experience as one in which you interacted with representatives who…

How to Avoid Destruction

How to Avoid Destruction

In Irving, Texas, Texas Stadium, past home of the Dallas Cowboys for 38 seasons, was destroyed. Over 20,000 people came to watch the implosion that demolished the stadium. Many more watched on television and online. The Cowboys moved to their new state-of-the-art facility in Arlington, Texas after the 2008 season. After their move, Irving officials decided that…

How To Build Customer Loyalty in an Internet World

How To Build Customer Loyalty in an Internet World

IF YOU REALLY want customers to keep coming back, then toss out those glossy brochures from vendors looking to sell you the latest in CRM software. Customer loyalty does not stem from clever stratagems to collect every conceivable piece of data from customers and then cross-sell them something they don’t want. In fact, the very…

Knowledge of Generational Differences Increases Gaming Profits

Knowledge of Generational Differences Increases Gaming Profits

Is it really important to know about age differences amongst your gaming customers? Only if you want to keep customers of all ages coming back. Player development is an important goal of any gaming establishment and repeat business is required to meet this goal. Gambling is a form of entertainment enjoyed by adults of all…

Market Research Supports Business Decisions

Market Research Supports Business Decisions

As the leading drink supplier in the world, the Coca-Cola Company constantly seeks to improve existing products and develop new products. To align this strategy with the corporate mission of ‘refreshing everyone who is touched by our business’, the Coca-Cola Company conducts market research to identify consumer wants and needs. Barclays, a global bank, provides…

Measuring Customer Service

Measuring Customer Service

It should have been a short telephone conversation.  I dialed the 800 number for a cable carrier to find out why we had no access to a television channel guide.  Forty-five minutes later, I had been transferred four times, but still had no answer.  Twenty-three minutes after that, I still had no answer, but had…

Minimizing Errors in Survey Research

Minimizing Errors in Survey Research

Colleagues in the exhibition department at a local museum met to review the list of traveling exhibitions available for rent in the next three years. After a rousing discussion, they decided to seek input from museum members, finding out what traveling exhibition topics were of interest to them. Staff put together a short checklist of…

Net Promoter: Revolutionary Tool or Fad?

Net Promoter: Revolutionary Tool or Fad?

Recently there has been a lot of talk in the business community about Net Promoter Score (NPS) which is supposed to be a discipline by which companies profitably grow by focusing on their customers and employees. The Net Promoter Score is the subject of a book titled The Ultimate Question by Frederick F. Reichheld. In…

New Study Identifies Post-Debate Opinions of Presidential Candidates

New Study Identifies Post-Debate Opinions of Presidential Candidates

A recent political research study by the National Business Research Institute, Inc. (“NBRI”) shows that post-debate opinions of the 2008 Presidential Candidates changed when compared to pre-debate opinions. The initial survey was distributed to a random sample of 61,018 individuals in September, 2008, prior to the Presidential and Vice-Presidential debates. NBRI received 2,571 completed surveys. The…

Study Identifies Pre-Debate Opinions of Presidential Candidates

Study Identifies Pre-Debate Opinions of Presidential Candidates

A political research study by the National Business Research Institute, Inc. (“NBRI”) shows that pre-debate opinions of the 2008 Presidential Candidates vary significantly by Age, Gender, Annual Income, Level of Education, and Marital Status. The survey was distributed to a random sample of 61,000 individuals in September, 2008, just prior to the first round of Presidential and Vice-Presidential…

New Study Reveals Varying Opinions of Gasoline Prices by Demographic Group

New Study Reveals Varying Opinions of Gasoline Prices by Demographic Group

As of September 3, 2008, the average gasoline price in the United States was $3.69 (www.zfacts.com). Although the average gasoline price has dropped more than ten cents compared to the previous month, Americans are still feeling the strain at the pump. A recent political research study by the National Business Research Institute, Inc. (“NBRI”) shows…

No Fail Recipe for Survey Research

No Fail Recipe for Survey Research

My spouse and I enjoy cooking and entertaining and we make a great team in the kitchen. When we have family or friends over for dinner it is not just a meal, it is an event. We want the occasion to be a very positive and memorable experience for our guests so we do not…

Obtaining an Accurate Forecast for Your Business

Obtaining an Accurate Forecast for Your Business

Most weekday mornings I get up around 5:00 A.M. to get ready for my work day. Part of my morning routine involves turning on the television to catch the weather forecast. I live in a climate where the weather can be quite variable. In the morning people may be wearing layered clothing and jackets and…

Patient Satisfaction Surveys Should Focus on Meaningful Information

Patient Satisfaction Surveys Should Focus on Meaningful Information

In today’s highly competitive market, tracking patient satisfaction levels is absolutely critical to practice success. The patient satisfaction survey is an increasingly essential and useful tracking tool. Meaningful customer satisfaction surveys designed for a patient target a variety of operational issues ranging from wait time to physician style and demeanor. While a patient satisfaction survey…

Perceptions Equal Reality in Consumer Debt Counseling

Perceptions Equal Reality in Consumer Debt Counseling

Subjective Measures of Success Are Just as Important as Objective Measures. In both profit and non-profit debt counseling agencies, the mission is to decrease the consumer’s debt and improve their financial well-being. How do you know if this mission is being accomplished? The answer appears to be straightforward: simply look at your customers’ financial information…

Please You, Please Me

Please You, Please Me

Most of us like to be liked. We tend to present ourselves in a favorable light; we do not like to appear ill-informed or ill-prepared. So, when we are asked to participate in an online questionnaire, we are eager to please, to provide useful information. On the other hand, others of us may not trust…

Political Polling Hits the Mark During Landmark Election

Political Polling Hits the Mark During Landmark Election

This political season will no doubt be recorded as one of the most historic in American history. The United States elected its first African-American president, Barack Obama, who defeated Republican nominee John McCain. If McCain would have defeated Obama, the year of political firsts would still have been in play, as the Arizona Senator would…

Preparing Your Business For Takeoff with a Customer Survey

Preparing Your Business For Takeoff with a Customer Survey

Do you like to travel? Some people love it and others hate it. I happen to be in the former category—if I get to fly to my destination. Although traveling in general, and flying in particular, can be a hassle, I enjoy it. Sometimes I have not yet left for one trip before I’m planning…