How do Business to Business (B2B) Surveys Differ from Business to Consumer (B2C) Surveys?

When we think of customer surveys, we most often think of end-user or consumer surveys:  how was the service at a restaurant, did the service advisor respond in a timely manner, would we stay at the hotel again. But, there is another type of customer survey, the business-to-business, or B2B customer survey. In this type…

How Do We Reduce Employee Turnover?

An employee exit survey helps identify reasons for voluntary employee turnover. The cost of employee turnover can be extensive and high turnover can easily destroy profitability and decrease market share. Employee turnover costs include lost productivity, both of the lost employee and those who must cover that employee’s work, recruitment costs to find a replacement,…

Why Should I Conduct a Customer Satisfaction Survey? I Think My Customers are Happy With me, Otherwise, They Wouldn’t Come Back.

If only things were that simple. Customer retention is not entirely contingent upon customer satisfaction. Retention can be a result the lack of available alternatives, apathy, or even contractual agreements. This means when a competitor opens shop or pre-existing agreements conclude, “happy” customers might disappear into the sunset. Meanwhile, what these customers say to others…

I Was Thinking of Conducting an Online Survey. What Do I Need to Know Before Rolling it Out?

An online survey is a great choice because it can be implemented quickly and it is cost-effective. It is also fairly simple to distribute the survey to respondents for completion. The relative ease of this type of survey is somewhat beguiling, but beware:  collecting the data from an online survey is only one half of…

How Does a Patient Satisfaction Survey Differ From Other Types of Surveys?

Patient Satisfaction Surveys are unique from other types of satisfaction surveys because there is usually a large client base and that client base is frequently comprised of non-repeat customers. This creates both research design and survey design issues that must be considered. From a research design perspective, this means that the customer contact database is…

What Can I Really Learn From an Employee Survey?

The question here should be: “What can’t you learn?”  A well-designed employee survey can tell you just about everything. A good employee survey is a like a full-body checkup…for the organization. An employee survey can tell you whether you have problems with communication, if all levels/departments/areas have confidence in a recent change in organizational strategy,…

Can the Integrity of a Customer Survey be Impacted by Self-Administration?

Oh yes indeed!  Let’s take some lessons from a case study. An organization in the travel industry had outstanding reviews from all its clients on its self-administered customer surveys. Customer surveys were passed out by the tour director on the second to last day of the tour and were collected by the tour director the…

How Long Does The Process Take?

ClearPath Feedback Management is an ongoing process complete with ClearPath Research, ClearPath Benchmarking, ClearPath Analytics, ClearPath Synergy, ClearPath Action, and ClearPath Financial.  The phases of the project vary in length depending upon methodology, frequency, and your own timing needs.  NBRI will prepare and manage a personalized Project Plan for you based upon all of these factors.

My Organization is Thinking of Conducting an Employee Satisfaction Survey Internally. Is This a Good Idea?

It is certainly possible to develop and conduct employee satisfaction surveys internally. However, it might not be the best decision because it comes at the price of confidentiality. To ensure adequate response rates, at least one person within the company must know who has responded and who has not. And unfortunately, the survey is no…

Can Survey Research Increase Profits?

Yes! Employees directly impact customer experiences and customer loyalty directly impacts the bottom line. This series of relationships is known as the Employee-Customer Profit Chain. When employees are not engaged, their lack of commitment negatively affects their coworkers, customer interactions, and their productivity. Although the costs of engagement are visible through decreased productivity, sales, and…