- Brand
- Communication
- Customer satisfaction
- Employees and organization
- Hybrid designs
- Innovations
- Qualitative methods
- Quantitative methods
- Target group insights
- all topics
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...
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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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