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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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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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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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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