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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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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