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Top : Research Methods For Customer Service: Understanding your customers is a critical element of providing customer service. That means communication and data gathering. Find information and methods about how to gather and make sense of customer information - satisfaction levels, use of focus groups, surveys.
Articles:
Customer Service Action Form - by naThe attached file contains a simple, easy-to-use form designed to aid in the quick resolution of customer service problems. It will help prevent customer problems from falling through the cracks, provide for an orderly hand-off to someone who can address the matter, and help you establish fool-proof procedures that ensure prompt action is taken when a customer is unhappy with the products or services received. You can quickly customize the form to reflect the work flow of your company. (Added: 3-Feb-2005 Hits: 1172 )
The New Market Research - by Joshua D. Macht
Forget focus groups and mail surveys; with constantly changing markets and ever-increasing competition, companies are finding new ways to determine what customers really want. Learn about some success stories of companies who have found alternate ways to find out what their customers want. (Added: 3-Feb-2005 Hits: 1545 )
The Importance of Measuring Importance in Customer Surveys - by na
Most any customer research is likely to touch on the topic of measuring the importance or value of some set of factors. Perhaps the focus is the importance of aspects of services or products to the overall business relationship. Perhaps it's the importance of alternative future actions the company could take. Our real interest lies in the importance of each factor relative to the other factors (Added: 30-Nov-2004 Hits: 1219 )
Customer Satisfaction Survey Form - by na
Looking for a sample customer satisfaction survey form? You can download this one free of charge. (Added: 3-Feb-2005 Hits: 1576 )
Stated importance, correlation, regression and key driver analysis - by na
Short piece on research/stats methodologies. From the page: The Leadership Factor discuss the best way to measure what is important to customers and how these measures should be used for deciding how to improve customer satisfaction and loyalty. (Added: 6-Sep-2010 Hits: 167 )
Holding Customer Research Firms Accountable For Misleading Research | CustomerThink - by Robert Bacal
One of my articles on the large amount of poor misleading customer service research coming from commercial research firms. Essential to read the comments and discussions, which are quite good. (Added: 23-Aug-2011 Hits: 81 )
6 Pieces of Research Every Customer Service Pro Should Know (and IGNORE) - by na
This is included as an example of how research is misused to support a position, without the poster actually understand the research. Everyone does it. Or almost. It's a great example of survey research being accepted as gospel in terms of customer behavior. (Added: 23-Aug-2010 Hits: 282 )
The Art of Customer Profitability Analysis - by Tom Richebaker
How to remove the roadblocks to learning the true value of your customers. (Added: 25-May-2005 Hits: 1179 )
A Guide to Return on Investment in Customer Service - by na
Good service is expensive. It requires research, training, measurement and the payout of incentives to managers and employees. Because it costs so much, companies struggle with the question of what their return on investment should be. Some even ask whether the investment is worth making at all. Could the money dedicated to improving service be more profitably spent in some other way?""The question is a fair one. Simply assuming that good service is a good investment is not very businesslike. Investment opportunities should be weighed against each other, with expected risks and returns assessed to determine the best choices. Unfortunately, few companies have had success calculating the ROI of customer service, making it difficult for them to determine whether their money will be, or has been, well spent. (Added: 27-Nov-2004 Hits: 958 )
A Do-It-Yourself Customer Panel - by Peggy Morrow
Explains step by step how to create and use a customer panel to help you understand your customers' needs and wants. (Added: 4-Nov-2004 Hits: 1049 )
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