Category Archives: Uncategorized

Tim Macer presentation on Multi-Model Research

About a year ago Tim Macer gave a presentation at the SPSS Directions Conference entitled “Weaving, not drowning: An update on take-up and best practices in Mixed- and Multi- mode research.” Long, perhaps even academic sounding title, but actually extremely … Continue reading →

Posted on October 22, 2006 by Mark Kupferman | Tagged , , , , | Leave a comment

Case Study: John Lewis collecting customer feedback with eDigitalResearch

eDigitalResearch today released a press release highlighting their relationship with U.K. based department store John Lewis, who is using their system to collect and report on real-time customer satisfaction related issues. eDigitalResearch’s Satisfaction Suite collects customer purchase information from the John Lewis … Continue reading →

Posted on October 21, 2006 by Mark Kupferman | Tagged , , , , | Leave a comment

How to choose a call center solution that provides good customer feedback data

Stefania Viscusi of TMCnet recently posted an article that offers ten top considerations for selecting call center software for your company. Although not completely on topic, it does have some research ramifications (one would hope that your call center is … Continue reading →

Posted on October 11, 2006 by Mark Kupferman | Tagged , | Leave a comment

Research Dashboards

David Tebbut of IWRBlog (Information World Review) recently posted some interesting observations about Confirmit’s dashboard application, in which an online survey system is used to track customer attitudes in real time and report the results in an automatically updated "dashboard" … Continue reading →

Posted on October 11, 2006 by Mark Kupferman | Tagged , , , , , , | Leave a comment

Research vs. Insight

Recent quote from Rebeca M. Johnson, CMO of the Brinker Corporation restaurant chain: Researcher is good at technical tools…quantitative and qualitative. Insights provider uses those tools to provide actionable recommendations to the company. They manage with research but lead with … Continue reading →

Posted on October 9, 2006 by Mark Kupferman | Leave a comment

Effective Customer Service Requires Not Just Knowledge, But Insight

In a recent article posted on TMCNet entitled "Effective Customer Service Requires not Just Knowledge, But Insight," Bruce Pollock identifies some of the criteria he uses when selecting a survey took specifically for use by customer service representatives and call … Continue reading →

Posted on September 25, 2006 by Mark Kupferman | Tagged , , , | Leave a comment

Decision Tree for Choosing a Qualitative Method

Susan Abbott of Customer Experience Crossroads has made available an interesting and useful decision tree to help you select the qualitative research methodology most appropriate to your project. You decide whether you need group interaction or no group interaction, synchronous discussion … Continue reading →

Posted on September 25, 2006 by Mark Kupferman | Tagged , , | Leave a comment