Customer experience may be coming to government. This month Congress introduced a bill called the Federal Agency Customer Experience Act of 2017. The bill would remove existing legal barriers in the Paperwork Reduction Act (PRA) against agencies gathering customer experience data from citizens and set up federal agencies for the kind of direct feedback long […]
Getting quality data from your survey panels starts with asking the right questions. We have been getting flooded with emails about what makes a good survey question. We thought we would make our response interesting with a cool infographic. Be sure to click on the graphic to enlarge.
In a previous post, we briefly referenced an oft-cited polling mistake in the 1936 election. In honor of election season in the United States, we wanted to revisit the story and tell it in more detail. The Story It was 1936 and the Great Depression was 7 years old. The incumbent United States President, Franklin […]
The Brand Connection: Brands connect products or services to people. This connection is through the meaning that the brand brings into the lives the people that use it. Brands tap into six modes of communication to convey meaning. These modes are instrumental in determining advertising effect: Naming Wording Describing Picturing Symbolizing Animating The personal benefits […]
One of the big question marks in business is understanding what customers want and what they prefer. Determining trade-offs that customers are willing to make and what the optimal features are within a product is essential to success. Developing and producing a good or service and then having customers not respond is a giant problem. […]
While conducting survey research, most academic and private sector organizations will adhere to the code of ethics and practices established by the American Association of Public Opinion Research (AAPOR). This code calls for honesty, respect,Â and integrity in dealing with respondents, clients, and the public. In this code of ethics, respondents should be given the content, […]
Many researchers have struggled with the issue of how to measure service quality. Perhaps the most widely used measure is based on a set of five dimensions which have been consistently ranked by customers to be most important for service quality, regardless of service industry. These dimensions defined by the SERVQUAL measurement instrument are as […]