- Brand
- Communication
- Customer satisfaction
- Employees and organization
- Hybrid designs
- Innovations
- Qualitative methods
- Quantitative methods
- Target group insights
- all topics
Riddle Response
A holistic view of the topic of response and how this can be influenced in the phases of a project.
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Listening what is important
The open questioning of pain points or delighters is part of many surveys, and yet the qualitative insights hidden in the open...
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No worries about being replaced by AI
Members of planung & analyse's platform of corporate market researchers (PUMa) are generally positive about AI tools and believe they could make...
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Saying what is important
One of the central tasks of market research is to say what is important. The second part of the series on preference...
Go to publication What is important? Best practice: methods of relevance analysis
The way we ask what is important already defines what we hear or overhear. Dr. Anita Petersen and Sven Slodowy from (r)evolution...
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Asking what is important
There are many different approaches to identify what is important. After systematizing the methods for prioritizing performance areas, product features or improvement...
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From touchpoint to touchpoint
The relationship with B2B customers is usually more long-term, the experiences at touchpoints more intensive, and the importance of social interfaces greater...
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Key Questions
How well is a company prepared in regard to strategic fields like digitalization, data protection, CSR or agility? In times of disruptive...
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C-Suite Customer Journey
Customer relations in the B2B top segment stand out due to their special complexity and sensitivity with high customer value. With quantitative...
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Brand identities that go beyond just high-gloss images
Large sums of money are invested in image campaigns to give a brand a unique, unmistakable image. But what happens when the...
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No job half-done
To better evaluate and analyse open, unstructured answers, we need a tool that offers both efficiency and knowledge in depth. With the...
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The solution to the problem
The sequential driver analysis in customer satisfaction research. Customer satisfaction research predominantly determines the relevance of key features through the use of...
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There’s still more to do!
Make verbatim analyses more effective and efficient. Our approach to dealing with open questions in quantitative studies lacks consistency. On the one...
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Mind the Gap!
A plea for segmentation in customer satisfaction research. Standard models deployed to deliver customer satisfaction analysis are capable of recording the status...
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Let’s get down to it – but what?
To ensure that the right conclusions are drawn from a customer satisfaction survey, there needs to be an elaborate determination of satisfaction...
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Loyalty Meets Reality
Beyond all ideology: Just how well can NPS & Co. predict customer behaviour? Or put more specifically: Which indicators have proven themselves...
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Far away?
Globalisation continues to press ahead, making worldwide communication ever more important. To support multinational companies in their global campaigns, DHL developed an...
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Brand as the missing link in customer satisfaction
Integration of market dimensions in customer satisfaction analyses as the key to long-term and successful brand management. In many instances customer satisfaction...
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Stakeholder perspectives
A plea for the use of qualitative methods, including with long-established studies. Even with long-term, successful quantitative monitoring a qualitative study can...
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Something is on the move
In a world where industries and markets are becoming increasingly dynamic, and where trends and innovations go through ever shorter life cycles,...
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“Aldi today, Armani tomorrow”
What to do in competitive markets with numerous customers willing to switch? With typology that permits individual customer classification it becomes possible to...
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