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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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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