Resources for the Research Community
Figure 1. Three Phases of the Customer Lifecycle A formal definition of customer experience, taken from Wikipedia, states that customer experience is: “The sum of all experiences a customer has with a supplier of goods or services, over the duration of their relationship with that supplier.” In practical terms, customer experience is the customer’s perception [...]
Back at the 2011 AAPOR conference in Phoenix, John Tarnai, Danna Moore, and Marion Schultz from Washington State University presented a poster entitled, “Evaluating the Meaning of Vague Quantifier Terms in Questionnaires.” Their research began with the premise that “many questionnaires use vague response terms, such as ‘most’, ‘some’, ‘a few’ and survey results are analyzed as if these terms [...]
On January 30, 2014, Quirk’s magazine presented a timely webinar on the evaluation of respondent quality control measures. Keith Phillips of Survey Sampling International presented his research outlining a method for testing the effectiveness of commonly used quality control questions and metrics. Keith highlighted three points that are necessary to achieve data quality: 1) representative [...]
Last week, GreenBook announced the publication of the 14th edition of the GreenBook Research Industry Trends report, based on a survey of 2,229 researchers from across the US, Europe and Latin America. As in past studies, the split was roughly 80% suppliers/20% clients: 1,786 suppliers and 443 clients. The survey asked, among other things, about [...]
We’re counting down our Top 10 blog posts of 2013. Coming in at #8 is this webinar recap originally published August 8. As part of the CASRO webinar series, Inna Burdein, Ph.D., director of panel analytics with the NPD Group, discussed her research into survey length and effort. The session moderator – John Bremer, the [...]
As part of the CASRO webinar series, a few weeks ago Pete Cape, global knowledge director of SSI, discussed his research into respondents’ use of grids. It began with a mystery posed by the 2009 paper, “Beyond ‘Trapping’ the Undesirable Panelist: Use of Red Herrings to Reduce Satisficing” by Jeff Miller and Jamie Baker-Prewitt, PhD, [...]
