Posts by Scott Smith, Ph.D.


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 questions from being effective all the time. These problems span various survey question types from rating scale questions to open-ended to multiple choice. Here are the 7 […]

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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 interactions, and the intended use of the results. Three very different approaches to measuring customer satisfaction exist. Each produces meaningful and useful results and are appropriate for […]

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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 Saturday morning cartoons, or a sports figure during afternoon soap operas. Smart advertisers use demographics to target commercials in order to get the most bang for […]

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5 Ways to Formulate the Research Problem

Before you get started with any form of market research its important that you understand what a research problem is and how to formulate one. Once you understand the problem you are researching you can start creating research surveys for free with Qualtrics. What is a research problem? A research problem is a definite or clear […]

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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 experiences. Think about any major purchases you’ve made recently. Did you research your purchase? Did you collect information from advertising, salespersons, friends, associates, or even test the product? […]

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Employee Satisfaction Surveys: 3 Sample Templates with Questions

Employee job satisfaction surveys provide boards of directors as well as management with the knowledge and tools to build positive employee relations and a positive work environment. Employee attitudes, burnout tendencies, passion factors, loyalty, workplace climate, training opportunities, and competitive intelligence are key indicators for employee retention, satisfaction, and productivity. Satisfaction surveys are a critical […]

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Create A Survey With These 4 Common Sense Tips

Creating online surveys is as much an art as it is a science. It involves attention to detail in the design and flow of your survey questionnaire. Creating an effective survey that yields actionable insights can be difficult, but with the right how-to advice, it doesn’t have to be. Effective survey design and flow gives […]

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Concept Testing 101: How to Laser Focus Your Products and Priorities

Concept Testing — How people, without prompting, interpret a deliberately sketchy idea for a new product or service. Concept testing is most often used in concept development to test the success of a new product idea before it is marketed. Concept analysis is often used as one step in the process of providing “proof of […]

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Coca-Cola Lost Millions Because of This Market Research 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 of Coke’s decline in the market share in the late 1970s and early 1980s. A new product dubbed “New Coke” was developed that was […]

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