Articles filed underCustomer satisfaction survey
How to conduct a competitors’ customer satisfaction survey
By Pierre-Nicolas Schwab •
This article explains the benefits of conducting a customer satisfaction survey on your competitors. If your competitors' customers are dissatisfied, they become easy sales targets. But you still need access to them. We explain how in this article.
5 disadvantages of the Net Promoter Score (NPS)
The Net Promoter Score (NPS) has 5 drawbacks that must be considered when measuring customer satisfaction. These drawbacks do not detract from the NPS value, but they lead us to propose alternative solutions for our projects. These solutions aim at making satisfaction surveys real…
94% customer satisfaction rate at Axa … not very realistic
The satisfaction rate is an obsession of banks and insurance companies. Why is this? Because their profitability is directly linked to it. When customer satisfaction becomes a commercial argument, the temptation is great to say anything. So, when Thomas Buberl, Axa's CEO,…
Satisfaction Surveys: How to Get Worthless Results
By Pierre-Nicolas Schwab •
Mistakes can be made that will taint the validity of your satisfaction surveys. In this article, find out how a car dealership influences customers' scores and gets results that don't reflect reality.
Net Promoter Score (NPS) : to include in all satisfaction surveys or not?
By Pierre-Nicolas Schwab •
How to design a customer satisfaction survey? An in particular, should a NPS (Net Promoter Score) question always be included in a satisfaction survey? While we at IntoTheMinds highly recommend to do so, I had to to re-think my position…
Online questionnaires in market research: beware of convenience samples
By Pierre-Nicolas Schwab •
We have recently devoted an article to the mistakes that should not be made when carrying out online market research (what is commonly called an online "survey"). One of these errors was the use of a convenience sample. In today's…
10 mistakes to avoid in your online survey
By Pierre-Nicolas Schwab •
An online survey is an essential part of any proper market research. While it has become much easier thanks to the Internet to carry out a quantitative survey than it was 20 years ago (the blessed time of paper questionnaires!),…
GDPR: is it still possible to externalize a customer satisfaction survey?
IntoTheMinds offers market research services in France
3 key principles to follow for your good customer satisfaction surveys
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4 hints to avoid your customer satisfaction survey from failing
