Scott Smith, Ph.D. is a contributor to the Qualtrics blog.
Articles written by Scott Smith
Customer expectations: 7 Types all exceptional researchers must understand
Customer satisfaction reflects the expectations and experiences that the customer has with a product or service. Consumer expectations reflect both past and current product evaluation and user experie...
6 min read
When should customer satisfaction be measured?
Proper timing of customer satisfaction surveys depends on the type of product or service provided, the type and number of customers served, the longevity and frequency of customer/supplier interaction...
3 min read
How to define your research question
A well-defined, precise research question keeps your business research focused and your results actionable. It’s also a powerful tool for securing buy-in from your workforce and building the busines...
10 min read
Survey questions 101: Do you make these 7 mistakes?
Details, details, details. Creating surveys that yield actionable insights is about details. And writing effective survey questions is the first step. We see common mistakes that keep survey questi...
9 min read
Demographic Survey Questions that Yield Valuable Insights
Have you ever noticed how television commercials change based on the program you’re watching? You wouldn’t expect to see a children’s toy commercial late at night, beer commercials during Sat...
6 min read
Employee Satisfaction Surveys: Best practices and sample questions
Improving employee satisfaction has been a goal of organizations since at least the 1930s, when psychologists began earnestly studying employee attitudes and how they were affected by the employer/emp...
13 min read
Market Research Example: How Coca-Cola Lost Millions with This Mistake
In the mid-1980s, the Coca-Cola Company made a decision to introduce a new beverage product (Hartley, 1995, pp. 129–145). The company had evidence that taste was the single most important cause o...
2 min read
9 Key Stages in the Marketing Research Process
I talked earlier about 20 different types of marketing research studies. Once you've selected one that you find interesting ask yourself two questions: first, how can you conduct your own marketing re...
10 min read
Why do People Participate as Respondents in a Survey?
Marketing researchers often ask the question, but few techniques have been developed to increase participation. The following theories are among those proposed (and studied to varying degrees) as answ...
5 min read
Reimagining school: the ‘ongoing new normal’
Education leaders must do something they have never done before – safely teach and care for childr...
By Byron Adams
Your people and the future of work: How to help them thrive
Helping your employees to thrive during this time is challenging, but it’s essential for the long-...
By Catherine Thurtle
Most people aren’t ready to go back to the office yet, but they’re feeling more confident returning to normal life
More than 60% of workers say they’d feel uncomfortable returning to a workplace right now Three...
By Liesl Nielsen