by Richard Jenkins | Oct 19, 2011 | Consumer and brand behaviour, Industry News and Trends
A significant proportion of customer satisfaction surveys out there are not really research surveys, they are just customer engagement exercises masquerading as survey research. We have all had these…. on their face they look like surveys but if one looks...
by Richard Jenkins | Sep 5, 2011 | Survey methodology
Just completed a post-service call online survey for my auto dealership. While there is technically, very little wrong with the survey, it served to remind me of the critical issues that all business must face when measuring customer satisfaction. The risk for...
by Richard Jenkins | Jul 25, 2011 | Consumer and brand behaviour, Public Opinion
Netflix recently announced that it reaches 25 million subscribers which raises the question, was all that social media angst about the Netflix price increase much ado about nothing? Two things should probably be stated before speculating that it probably was:...
by Richard Jenkins | Jun 15, 2011 | Consumer and brand behaviour
The issue has been around for some time but it is worth asking ourselves how much damage brands are doing to themselves by treating new customers better than old ones. The reason for the differential treatment is obvious — it is simply hard to attract new...