Blog Archives

Where Should I Put that “Overall” Question? or Question Order Bias

We’ve talked in the past about what questions you might want to consider including in your surveys. We’ve told you about things to avoid when putting together customer feedback surveys. And we’ve discussed some bias that can be involved when employees administer a customer satisfaction survey incorrectly. With this post, we’re going to dive into one of many oft-discussed market research questions: Where should the “overall” question go in a survey? Should it be first or last? This question applies to a wide variety of survey subjects: customer satisfaction, employee engagement, product evaluation, event evaluation, website design evaluation…just about any

Posted in Best Practice, customer research, Customer Satisfaction

Google+ Hangout on Air is TOMORROW 12/18/13 11am PST!


Customer Feedback: Your Fast Path to Profits! Final preparations are under way as get ready to launch our new monthly webinar series on Google+. Watching a Google+ Hangout on Air Online Event If you’d like to be in the audience for a Google+ Hangout on Air, here are the steps: Visit the event page and RSVP (ours is At the appointed time (an event can easily be added to your calendar), return to the event page Press the ‘Play’ button on the video toward the top of the page when you see it. Ours has the trailer video there

Posted in Customer Satisfaction, marketing strategy, Social Media

Are You Using Brand Advocates to Market Your Business?

Brand start up: Businessman building brand-word.

One of the biggest mistakes small business owners make is not using their own customers to help market their company. If you’re not doing this, you’re missing out on a huge opportunity. So many business-to-business (B2B) buyers are relying less on marketing and expensive advertising strategies, and turning more to their peers. In fact, a 2012 Google study found that 60 percent of B2B tech buyers seek peer reviews before they make a purchase decision. Software AdviceTM is a company that helps buyers choose the right software. As they suggest, it’s important for your business to have a group of

Posted in Customer Satisfaction

Try This Customer Focused SWOT Analysis at Your Next Marketing Plan Session

Is there any greater waste of time than a poorly done SWOT Analysis?!  As you can tell, I have a rather strong opinion on this topic.  Like many of you, I was trained to use a SWOT analysis as a part of my marketing plan process.  The idea was to get to a great strategy by understanding your strengths, weaknesses, opportunities and threats and then come up with a killer marketing strategy that obliterates the competition.   There was only one problem with this decision making and strategy building process — the SWOT analysis we did was nothing more than

Posted in Customer Satisfaction, Decision Making


Your customers are giving you feedback constantly — but you’re not listening.  “WHAT?! We’re doing surveys and comment cards and talking to them and looking at Yelp and tracking social media — what do you mean I’m not listening?!” Well – let me be more specific.  You have certain systems in place that make you feel like you’re listening, but doing a regular online survey or collecting feedback from comment cards, doesn’t really count as listening.  It just looks like you’re listening. You do have options — here are a few Use QR codes.  Print QR Codes on receipts, posters,

Posted in customer research, Customer Satisfaction

Are Interactive Surveys the Wave of the Future?


Everything is going interactive — so why shouldn’t surveys?  Well, you might say that online surveys are online surveys — they are not interactive.  We ask the questions and respondents answer.  But what if they were? What opens up when you open your surveys up for interaction? You’ve already heard the constant complaining about doing long 20 minute surveys.  Respondents do want to take them, and the experts say that keeping anyone at a survey that long decreases response rates and engagement. So, surveys got shorter.  But that meant that the data that was collected lost some depth and nuance.

Posted in customer research, Customer Satisfaction, QuestionPro

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