Customer Survey White Papers

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… 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… 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… 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… PDF

Understanding Gaming Industry Market Segments

Understanding Gaming Industry 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… 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… 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… 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… 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… 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… PDF

Understanding Gaming Player Development in Winners and Losers

Understanding Gaming Player Development | Customer Surveys

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… PDF

Customer Engagement and Customer Loyalty. Cause or Effect?

Customer Engagement and 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… PDF

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

Poorly Designed Survey Questionnaire

Many of you have done it, me included.  You’ve put together a questionnaire that is too cluttered and too long.  Survey questions were unclear and did not flow.  Some survey… PDF

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 at least five customer surveys. Q: Why is surveying customers… PDF

What You Don’t Know Can Hurt You

What You Don't Know Can Hurt You - Customer Surveys

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… PDF