Advertisement
| customer effort score survey questions: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| customer effort score survey questions: Answering the Ultimate Question Richard Owen, Laura L. Brooks, PhD, 2008-11-24 Fred Reichheld's 2006 book The Ultimate Question, that question being, How likely is it that you would recommend this company to a friend or colleague?-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question. In this book, Owen and Brooks tell how based on a variety of real case studies' to actually embed Net Promoter discipline in organizations of all types. |
| customer effort score survey questions: The Ultimate Question 2.0 (Revised and Expanded Edition) Fred Reichheld, 2011-09-20 In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success. |
| customer effort score survey questions: Winning on Purpose Fred Reichheld, Darci Darnell, Maureen Burns, 2021-12-07 Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success. |
| customer effort score survey questions: Surveys That Work Caroline Jarrett, 2021-08-17 Surveys That Work explains a seven–step process for designing, running, and reporting on a survey that gets accurate results. In a no–nonsense style with plenty of examples about real–world compromises, the book focuses on reducing the errors that make up Total Survey Error—a key concept in survey methodology. If you are conducting a survey, this book is a must–have. |
| customer effort score survey questions: Conducting Online Surveys Valerie M. Sue, Lois A. Ritter, 2012 This book addresses the needs of researchers who want to conduct surveys online. Issues discussed include sampling from online populations, developing online and mobile questionnaires, and administering electronic surveys, are unique to digital surveys. Others, like creating reliable and valid survey questions, data analysis strategies, and writing the survey report, are common to all survey environments. This single resource captures the particulars of conducting digital surveys from start to finish |
| customer effort score survey questions: The Ultimate Question Fred Reichheld, 2007-08 One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma. |
| customer effort score survey questions: OECD Guidelines on Measuring Subjective Well-being OECD, 2013-03-20 These Guidelines represent the first attempt to provide international recommendations on collecting, publishing, and analysing subjective well-being data. |
| customer effort score survey questions: The Psychology of Survey Response Roger Tourangeau, Lance J. Rips, Kenneth Rasinski, 2000-03-13 This valuable book examines the complex psychological processes involved in answering different types of survey questions. Drawing on both classic and modern research from cognitive psychology, social psychology, and survey methodology, the authors examine how survey responses are formulated and they demonstrate how seemingly unimportant features of the survey can affect the answers obtained. The book provides a comprehensive review of the sources of response errors in surveys, and it offers a coherent theory of the relation between the underlying views of the public and the results of public opinion polls. Topics include the comprehension of survey questions, the recall of relevant facts and beliefs, estimation and inferential processes people use to answer survey questions, the sources of the apparent instability of public opinion, the difficulties in getting responses into the required format, and the distortions introduced into surveys by deliberate misreporting. |
| customer effort score survey questions: Survey Research for Public Administration David H. Folz, 1996-04-24 This basic introduction to survey research for public administration is organised around the fundamental stages of the research process - planning, design, implementation, analysis and presentation |
| customer effort score survey questions: Customer Surveying Frederick C. Van Bennekom, 2002 Provides the information needed to manage and conduct a customer survey program. The book walks the reader through the various stages of a survey with particular emphasis on the design of a survey questionnaire, the administration of that questionnaire, and the analysis of data using spread sheet tools. Questions a novice surveyor might have are answered. The book also dedicates a chapter to electronic surveying tools. |
| customer effort score survey questions: Amaze Every Customer Every Time Shep Hyken, 2013-09-03 You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business—in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top ten customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction. Through revealing stories from Ace’s over-the-top work with customers, Shep explores the five tactical areas of customer amazement: leadership, culture, one-on-one, competitive edge, and community. Delivering amazing service requires everyone in your organization to step up and be a leader. It doesn’t take a title. It takes the right set of tools and principles. To help you empower employees at all levels, Shep brings the content to a deeply practical level. His 52 Amazement Tools—like “Ask the extra question” and “Focus on the customer, not the money”—are simple, clear, useful for almost anybody, and supported with compelling research and stories. Between these covers, you will find the tools and tactics you need to transform your company into a seriously customer-focused operation that will amaze every customer every time. |
| customer effort score survey questions: The Seven Pillars of Customer Success Wayne McCulloch, 2021-04-27 As a customer success leader, whose insight do you rely on for success? Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust? Wayne McCulloch has more than 25 years of experience in the software industry-years spent in training, adoption, and customer experience, the building blocks for customer success. Now he's sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you'll read detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective-this book provides both, and more. |
| customer effort score survey questions: Loyalty Rules! Frederick F. Reichheld, 2001 Reichheld draws upon case studies of a variety of businesses including Harley-Davidson, Dell Computer, and Enterprise Rent-A-Car to show how employee and customer loyalty promote financial success. His approach to developing loyalty is based upon six principles of leadership including never profiting at the expense of partners, rewarding the right results, and honest communication. Reichheld is a Bain Fellow and author of The Loyalty Effect. c. Book News Inc. |
| customer effort score survey questions: The Wallet Allocation Rule Timothy L. Keiningham, Lerzan Aksoy, Luke Williams, Alexander J. Buoye, 2015-02-02 Customer Loyalty Isn't Enough—Grow Your Share of Wallet The Wallet Allocation Rule is a revolutionary, definitive guide for winning the battle for share of customers' hearts, minds, and wallets. Backed by rock-solid science published in the Harvard Business Review and MIT Sloan Management Review, this landmark book introduces a new and rigorously tested approach—the Wallet Allocation Rule—that is proven to link to the most important measure of customer loyalty: share of wallet. Companies currently spend billions of dollars each year measuring and managing metrics like customer satisfaction and Net Promoter Score (NPS) to improve customer loyalty. These metrics, however, have almost no correlation to share of wallet. As a result, the returns on investments designed to improve the customer experience are frequently near zero, even negative. With The Wallet Allocation Rule, managers finally have the missing link to business growth within their grasp—the ability to link their existing metrics to the share of spending that customers allocate to their brands. Learn why improving satisfaction (or NPS) does not improve share. Apply the Wallet Allocation Rule to discover what really drives customer spending. Uncover new metrics that really matter to achieve growth. By applying the Wallet Allocation Rule, managers get real insight into the money they currently get from their customers, the money available to be earned by them, and what it takes to get it. The Wallet Allocation Rule provides managers with a blueprint for sustainable long-term growth. |
| customer effort score survey questions: ADKAR Jeff Hiatt, 2006 In his first complete text on the ADKAR model, Jeff Hiatt explains the origin of the model and explores what drives each building block of ADKAR. Learn how to build awareness, create desire, develop knowledge, foster ability and reinforce changes in your organization. The ADKAR Model is changing how we think about managing the people side of change, and provides a powerful foundation to help you succeed at change. |
| customer effort score survey questions: Punk CX Adrian Swinscoe, 2019-10-15 LIMITED EDITION - 7'x7' HARDBACK - ORIGINAL CONCEPTEmerging in the 1970s, prog rock was often accused of being overly technical, too elaborate, not focused on its audience and often in danger of disappearing up it's own a---!One could argue that the service and experience space is starting to exhibit some of the same characteristics namely it's in danger of becoming overly technical, benchmarked, frameworked, measured, codified, certified, specialized and functionalized etc etc.Punk exploded out of the back of prog rock with it's democratic, DIY, back to basics approach that inspired both a cultural and musical movement and change in mindset. It dared to be different and was OK with the fact that not everyone liked that.So, is it time to consider what a punk rock version of CX would look and feel like, particularly given that many reports suggest that around 70 percent of customer experience projects fail to deliver on their promises? If so, what would that look and feel like.Adrian Swinscoe in his new book 'Punk CX', tackles some of these questions and shares some key insights and practical takeaways that will allow you harness your inner punk and transform your own customer experience. |
| customer effort score survey questions: The Handbook of Marketing Research Rajiv Grover, Marco Vriens, 2006-06-23 The Handbook of Marketing Research comprehensively explores the approaches for delivering market insights for fact-based decision making in a market-oriented firm. |
| customer effort score survey questions: Just Enough Research Erika Hall, 2019-10-21 Start doing good research faster than you can plan your next pitch. |
| customer effort score survey questions: Hooked on Customers Robert G. Thompson, 2014 Talk is cheap. A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a strategy or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way. |
| customer effort score survey questions: Essentials of Marketing Research Kenneth E. Clow, Karen E. James, 2013-01-09 Essentials of Marketing Research takes an applied approach to the fundamentals of marketing research by providing examples from the business world of marketing research and showing students how to apply marketing research results. This text focuses on understanding and interpreting marketing research studies. Focusing on the 'how-to' and 'so what' of marketing research helps students understand the value of marketing research and how they can put marketing research into practice. There is a strong emphasis on how to use marketing research to make better management decisions. The unique feature set integrates data analysis, interpretation, application, and decision-making throughout the entire text. The text opens with a discussion of the role of marketing research, along with a breakdown of the marketing research process. The text then moves into a section discussing types of marketing research, including secondary resources, qualitative research, observation research, and survey research. Newer methods (e.g. using blogs or Twitter feeds as secondary resources and using online focus groups) are discussed as extensions of traditional methods such. The third section discusses sampling procedures, measurement methods, marketing scales, and questionnaires. Finally, a section on analyzing and reporting marketing research focuses on the fundamental data analysis skills that students will use in their marketing careers. Features of this text include: - Chapter Openers describe the results of a research study that apply to the topics being presented in that chapter. These are taken from a variety of industries, with a greater emphasis on social media and the Internet. - A Global Concerns section appears in each chapter, helping prepare students to conduct market research on an international scale.This text emphasizes the presentation of research results and uses graphs, tables, and figures extensively. - A Statistics Review section emphasizes the practical interpretation and application of statistical principles being reviewed in each chapter. - Dealing with Data sections in each chapter provide students with opportunities to practice interpreting data and applying results to marketing decisions. Multiple SPSS data sets and step-by-step instructions are available on the companion site to use with this feature. - Each Chapter Summary is tied to the chapter-opening Learning Objectives. - A Continuing Case Study follows a group of students through the research process. It shows potential trade-offs, difficulties and flaws that often occur during the implementation of research project. Accompanying case questions can be used for class discussion, in-class group work, or individual assignments. - End-of-Chapter Critical Thinking Exercises are applied in nature and emphasize key chapter concepts. These can be used as assignments to test students' understanding of marketing research results and how results can be applied to decision-making. - End-of-chapter Your Research Project provides more challenging opportunities for students to apply chapter knowledge on an in-depth basis, and thus olearn by doing. |
| customer effort score survey questions: Benchmarking the User Experience Jeff Sauro, 2018-06-25 This is a practical book about how to measure the user experience of websites, software, mobile apps, products, or just anything people use. This book is for UX researchers, designers, product owners, or anyone that has a vested interest in improving experience of websites and products--Introduction. |
| customer effort score survey questions: Design, Evaluation, and Analysis of Questionnaires for Survey Research Willem E. Saris, Irmtraud N. Gallhofer, 2014-04-14 Praise for the First Edition ...this book is quite inspiring, giving many practical ideas for survey research, especially for designing better questionnaires. —International Statistical Review Reflecting modern developments in the field of survey research, the Second Edition of Design, Evaluation, and Analysis of Questionnaires for Survey Research continues to provide cutting-edge analysis of the important decisions researchers make throughout the survey design process.The new edition covers the essential methodologies and statistical tools utilized to create reliable and accurate survey questionnaires, which unveils the relationship between individual question characteristics and overall question quality. Since the First Edition, the computer program Survey Quality Prediction (SQP) has been updated to include new predictions of the quality of survey questions on the basis of analyses of Multi-Trait Multi-Method experiments. The improved program contains over 60,000 questions, with translations in most European languages. Featuring an expanded explanation of the usage and limitations of SQP 2.0, the Second Edition also includes: New practice problems to provide readers with real-world experience in survey research and questionnaire design A comprehensive outline of the steps for creating and testing survey questionnaires Contemporary examples that demonstrate the many pitfalls of questionnaire design and ways to avoid similar decisions Design, Evaluation, and Analysis of Questionnaires for Survey Research, Second Edition is an excellent textbook for upper-undergraduate and graduate-level courses in methodology and research questionnaire planning, as well as an ideal resource for social scientists or survey researchers needing to design, evaluate, and analyze questionnaires. |
| customer effort score survey questions: Applied Statistics: From Bivariate Through Multivariate Techniques Rebecca M. Warner, 2013 Rebecca M. Warner's Applied Statistics: From Bivariate Through Multivariate Techniques, Second Edition provides a clear introduction to widely used topics in bivariate and multivariate statistics, including multiple regression, discriminant analysis, MANOVA, factor analysis, and binary logistic regression. The approach is applied and does not require formal mathematics; equations are accompanied by verbal explanations. Students are asked to think about the meaning of equations. Each chapter presents a complete empirical research example to illustrate the application of a specific method. Although SPSS examples are used throughout the book, the conceptual material will be helpful for users of different programs. Each chapter has a glossary and comprehension questions. |
| customer effort score survey questions: The Effortless Experience Matthew Dixon, Nick Toman, Rick DeLisi, 2013-09-12 Everyone knows that the best way to create customer loyalty is with service so good, so over the top, that it surprises and delights. But what if everyone is wrong? In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they’ve turned their research and analysis to a new vital business subject—customer loyalty—with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty. Yet CEB’s careful research over five years and tens of thousands of respondents proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive wordof-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. If you put on your customer hat rather than your manager or marketer hat, this makes a lot of sense. What do you really want from your cable company, a free month of HBO when it screws up or a fast, painless restoration of your connection? What about your bank—do you want free cookies and a cheerful smile, even a personal relationship with your teller? Or just a quick in-and-out transaction and an easy way to get a refund when it accidentally overcharges on fees? The Effortless Experience takes readers on a fascinating journey deep inside the customer experience to reveal what really makes customers loyal—and disloyal. The authors lay out the four key pillars of a low-effort customer experience, along the way delivering robust data, shocking insights and profiles of companies that are already using the principles revealed by CEB’s research, with great results. And they include many tools and templates you can start applying right away to improve service, reduce costs, decrease customer churn, and ultimately generate the elusive loyalty that the “dazzle factor” fails to deliver. The rewards are there for the taking, and the pathway to achieving them is now clearly marked. |
| customer effort score survey questions: Keeping Customers J. J. Sviokla, Benson P. Shapiro, 1993 Essays cover market orientation, order management, customer service, quality, service guarantees, customer complaints, zero defects, and performance measurement |
| customer effort score survey questions: Customer Analytics For Dummies Jeff Sauro, 2015-02-02 The easy way to grasp customer analytics Ensuring your customers are having positive experiences with your company at all levels, including initial brand awareness and loyalty, is crucial to the success of your business. Customer Analytics For Dummies shows you how to measure each stage of the customer journey and use the right analytics to understand customer behavior and make key business decisions. Customer Analytics For Dummies gets you up to speed on what you should be testing. You'll also find current information on how to leverage A/B testing, social media's role in the post-purchasing analytics, usability metrics, prediction and statistics, and much more to effectively manage the customer experience. Written by a highly visible expert in the area of customer analytics, this guide will have you up and running on putting customer analytics into practice at your own business in no time. Shows you what to measure, how to measure, and ways to interpret the data Provides real-world customer analytics examples from companies such as Wikipedia, PayPal, and Walmart Explains how to use customer analytics to make smarter business decisions that generate more loyal customers Offers easy-to-digest information on understanding each stage of the customer journey Whether you're part of a Customer Engagement team or a product, marketing, or design professional looking to get a leg up, Customer Analytics For Dummies has you covered. |
| customer effort score survey questions: The Power of Survey Design Giuseppe Iarossi, 2006 A practical how-to guide on all the steps involved with survey implementation, this volume covers survey management, questionnaire design, sampling, respondent's psychology and survey participation, and data management. A comprehensive and practical reference for those who both use and produce survey data. |
| customer effort score survey questions: Social Science Research Anol Bhattacherjee, 2012-04-01 This book is designed to introduce doctoral and graduate students to the process of conducting scientific research in the social sciences, business, education, public health, and related disciplines. It is a one-stop, comprehensive, and compact source for foundational concepts in behavioral research, and can serve as a stand-alone text or as a supplement to research readings in any doctoral seminar or research methods class. This book is currently used as a research text at universities on six continents and will shortly be available in nine different languages. |
| customer effort score survey questions: Reference Manual on Scientific Evidence , 1994 |
| customer effort score survey questions: International Handbook of Survey Methodology Edith D. de Leeuw, Joop Hox, Don Dillman, 2012-10-12 Taking into account both traditional and emerging modes, this comprehensive new Handbook covers all major methodological and statistical issues in designing and analyzing surveys. With contributions from the world's leading survey methodologists and statisticians, this invaluable new resource provides guidance on collecting survey data and creating meaningful results. Featuring examples from a variety of countries, the book reviews such things as how to deal with sample designs, write survey questions, and collect data on the Internet. A thorough review of the procedures associated with multiple modes of collecting sample survey information and applying that combination of methods that fit the situation best is included. The International Handbook of Survey Methodology opens with the foundations of survey design, ranging from sources of error, to ethical issues. This is followed by a section on design that reviews sampling challenges and tips on writing and testing questions for multiple methods. Part three focuses on data collection, from face-to-face interviews, to Internet and interactive voice response, to special challenges involved in mixing these modes within one survey. Analyzing data from both simple and complex surveys is then explored, as well as procedures for adjusting data. The book concludes with a discussion of maintaining quality. Intended for advanced students and researchers in the behavioral, social, and health sciences, this must have resource will appeal to those interested in conducting or using survey data from anywhere in the world, especially those interested in comparing results across countries. The book also serves as a state-of-the-art text for graduate level courses and seminars on survey methodology. A companion website contains additional readings and examples. |
| customer effort score survey questions: The Customer of the Future Blake Morgan, 2019-10-29 With emerging technology transforming customer expectations, it's important to keep a laser focus on the experience companies provide their customers. Tomorrow's customers need to be targeted today! Customer experience futurist Blake Morgan outlines ten easy-to-follow customer experience guidelines that integrate emerging technologies with effective strategies to combat disconnected processes, silo mentalities, and a lack of buyer perspective. The Customer of the Future explains how today's customers are already demanding frictionless, personalized, on-demand experiences from their products and services, and companies that don't adapt to these new expectations won't last. This book prepares your organization for these increasing demands by helping you do the following: Learn the ten defining strategies for a customer experience-focused company. Implement new techniques to shift the entire company from being product-focused to being customer-focused. Gain insights through case studies and examples on how the world's most innovative companies are offering new and compelling customer experiences. Tomorrow's customers will insist on experiences that make their lives significantly easier and better. Craft a leadership development and culture plan to create lasting change at your organization! |
| customer effort score survey questions: Listen Up! Karen Mangia, 2020-10-20 There’s one voice that matters more than any other: the voice of the customer. Learn how to fully understand the number one source of your organization’s prosperity, profits, and productivity. These actionable insights will help you to better connect with your customers and gain an undeniable lead over your competition. Listen Up!: How to Tune In to Customers and Turn Down the Noise teaches readers how to create a customer experience that’s built on listening and designed for engagement. Author and Salesforce executive Karen Mangia has created a practical and comprehensive examination of how best-of-breed companies listen and respond to customer demands—creating a foundation of customer success, loyalty, and brand evolution. Listen Up! features discussions about: How to go beyond the survey: best practices associated with customer understanding, customer experience, and customer service How to move from deep listening to data-based insights into customer behavior The statistics and stories behind companies, organizations, and even city governments that have created a customer-centric culture How powerful new questions can offer a fresh perspective into any customer, anywhere: empowering your customer-facing teams, including sales teams, in the current market Winning greater mindshare, and market share, with a fresh look at the future of customer service, customer success, and customer satisfaction Perfect for anyone in a leadership or management role in a customer-facing organization, including sales teams, business development leaders and marketing professionals, Listen Up! belongs on the bookshelves of executives, customer service and success employees, and leaders who want to better engage with the one voice that matters most: the voice of the customer. |
| customer effort score survey questions: Net Promoter - Implement the System Maurice Fitzgerald, 2017-04-20 The Net Promoter System is the most popular improvement system on the planetHere's why: It is easy to understand, and you can learn from those who have done it before.You know your company can perform better. You want to make it happen. And fast. Your colleagues and friends seem to have great suggestions. You have lots of ideas. Too many ideas. Which ones will make a difference? The customer research you're getting is just not delivering the goods. There are lots of improvement methods out there. Too many. You need a better solution, one that's as credible as it is simple - You need NPS. A charming but worried colleague... I remember this one colleague, a woman whose many charms could slay most men. But after a particular marketing meeting she was visibly very distressed. We had measurements on all these factors, she told me, but the CEO blew me out of the water. Convince me, he had apparently said to her, that any of your 40 or so scales actually matter to our largest customers. Without NPS she had started from the wrong place, and was lucky to keep her job. I get it, a CEO at a different firm told me about NPS. Finally, there's one figure that tells me what I really need to know - are we about to grab their customers, or are they about to come for ours? NPS is easy to understand and explainThe Net Promoter System is the most widely adopted measurement and improvement system on the planet. There is a reason. The reason is its simplicity. It is simple to understand. It is simple to explain. Indeed, there is lots of information about NPS on the web and elsewhere. Too much information. Not enough practical advice. I will help you to understand which methods work and which do notWhich implementation methods work? Which do not? How should you communicate and execute? How can you avoid mistakes others have made? How can you engage customers in your voyage and make them enthusiastic and loyal? How can you move them from saying they will recommend your company to actually doing so? Great advice with great illustrationsNet Promoter - Implement the System answers these questions and many more. The advice has two great qualities: it is full of implementation stories from a recognized expert, and it is accompanied by entertaining drawings from a recognized artist. Maurice implemented NPS when he was VP of Customer Experience at HP and HPE Software. He also managed the largest NPS community on the internet for six months in 2017: The Net Promoter System Forum on LinkedIn with over 23,000 members. Maurice has been a frequent guest on Rob Markey's Net Promoter System Podcast, with over 10,000 listeners. Peter has a doctorate in cognitive psychology from Oxford, and has exposed his art in three countries. His illustrations make many points memorable, and his knowledge has helped work many principles of behavioral economics into the book. Updated in April 2018Bain updated the employee NPS concepts in December 2017. I also updated my research on the relationship between employee and customer satisfaction in March 2018. Episode / transaction NPS descriptions needed improvement. All this means an updated version of the book is available in Kindle and print formats since April 2nd 2018. So here you have it - 'Net Promoter: Implement the System' - a straightforward, very readable book. Ask yourself this question (punk*), why would you not want to read a book that could save your job and / or your firm? You are now just a click or two away from all this knowledge. You know what to do next. (Go ahead. Make my day.*) *Dirty Harry, of course |
| customer effort score survey questions: Questionnaire Design, Interviewing and Attitude Measurement A. N. Oppenheim, 2000-10-17 This second edition of Dr Bram Oppenheim's established work, like the first, is a practical teaching text of survey methods. The new edition has extended its scope to include interviewing (both clip-board and depth interviewing), sampling and research design, data analysis, and a special chapter on pilot work. As before, the chapters on questionnaire design are supported by further chapters on attitude scaling methods, and on projective techniques. There is refreshingly critical treatment of problems such as faulty research designs, errors in sampling, ambiguities in question wording, biases in interviewing, losses of information, and the interpretation of attitude scales and of projective data. The book is laced throughout with instructive examples from many fields, ranging from marketing surveys to the study of children's political perceptions. Problems of reliability and validity are kept to the fore. Above all, the need for pilot work is emphasized at every stage. The book is intended for graduate methodology courses in the social sciences, but it is also designed to reach other professionals, including teachers, social workers, medical researchers, and opinion pollsters, who have to evaluate or carry out social surveys. |
| customer effort score survey questions: Handbook of EHealth Evaluation Francis Yin Yee Lau, Craig Kuziemsky, 2016-11 To order please visit https://onlineacademiccommunity.uvic.ca/press/books/ordering/ |
| customer effort score survey questions: Fit for Purpose David J. Anderson, Alexei Zheglov, 2018-09-20 Are your products and services fit for purpose?How would you know? Do you know why your customers choose you, your products, and your services? If not, how can you find out? In this new book from the best-selling author of Kanban: Successful Evolutionary Change for Your Technology Business, David J. Anderson, together with Alexei Zheglov, teach you how to answer these questions and more. . . . How do you know whether a change is an improvement?When is an improvement a step too far?When might you be overserving your market? Using highly accessible examples from transportation, broadcasting, entertainment, food and beverage, online retailing, telecommunications, software applications, pharmaceuticals, sports and recreation, automotive manufacturing, and retailing, Anderson and Zheglov teach you how to choose the right metrics to drive the behavior you need to catalyze improvements that directly affect customer satisfaction. Using their unique brand of storytelling, they show how to segment your market based on customer purpose, how to establish fitness criteria metrics as your key performance indicators (KPIs), how to use your frontline staff to sense your market, and alternatively, using Fit-for-Purpose Surveys and the Fitness Box Score. Using the highly pragmatic, actionable guidance of the Fit-for-Purpose Framework, you will learn how to select market segments that align to your strategy, how to design products and services that align to customer expectations, and how to take actions to amplify successful markets and switch off unsuccessful ones. This book will help you find new customers in new market segments, better satisfy your existing customers, and keep them all coming back for more. Fit for Purpose is for executives, strategic planners, product managers, product planners, portfolio managers, service designers, service delivery managers, and anyone who wants to understand better how to manage for long-term survival and profitability in the complex and volatile markets of the 21st Century. |
| customer effort score survey questions: The Service Culture Handbook Jeff Toister, 2017-03-23 Imagine you could develop a customer-focused culture so powerful that your employees always seem to do the right thing. They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you're just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You'll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent. -Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works. -Brad Cleveland, founding partner and former CEO, International Customer Management Institute |
| customer effort score survey questions: The Science of Marketing Dan Zarrella, 2013-04-22 Scientific marketing research delivers proven marketing tactics and tips The Science of Marketing applies a scientific approach to the way businesses and brands approach marketing. It uses a combination of marketing, statistical, and psychological research to explain why and, more importantly, how, companies should adapt marketing strategies such as blogging, social media, email marketing, and webinars to achieve maximium results. The book contradicts what the author calls the unicorns and rainbows strategy that simply encourages companies to love their customers and hug their followers. Instead, the book offers more substantial, proven tactics and tips gathered through scientific research and techniques. Lists what time of day and what day of the week the most retweets occur Explains why weekends are best for Facebook sharing, which blog posts lead to comments, why early mornings are best for emails, and how to blog to acquire links Describes how to avoid crowding your content The Science of Marketing provides the research and tools to help you make a stronger impact in the digital marketing space. |
| customer effort score survey questions: The Loyalty Effect Frederick F. Reichheld, Thomas Teal, 1996 U.S. corporations now lose half their customers in five years, half their employees in four, and half their investors in less than one. The Loyalty Effect reveals the secrets of successful companies which base their business strategies on loyal relationships. Reichheld lays out the principles that connect value creation, loyalty, growth, and profits, and shows how great companies have used these principles to build loyal customers, loyal employees, and loyal owners. |
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么办呀 ? - 知乎
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信 …
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual consumers who buy goods and services for their own use …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦进货的全家就是曼伦的customer，然后隔 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么 …
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。通俗地讲， CRM就 …
请问金融系统中提到的KYC是做什么用的？ - 知乎
KYC看着高端，其实我们每个人都经历过。例如，当你去银行开户的时候，都必须要提交身份证件，甚至有时候还要提交家庭住址证明。这便是一个最简单的KYC。(也叫做CIP - Customer …
什么是SCRM？为什么企业要做SCRM？ - 知乎
SCRM翻译后的全程是：Social Customer Relationship Management ，可以看到这里的“S”原来是“Social”，也就是“社交”的意思。 尽管只是多了一个S，却将原先CRM呈现的客户管理行为转 …
什么是跨境电商，你们了解多少？ - 知乎
跨境电子商务是指不同国度或地域的买卖双方经过互联网以邮件或者快递等方式通关，将传统贸易中的展现、洽谈和成交环节数字化，完成产品进口的的新型贸易方式，当前主流的跨境电商形 …
有大神公布一下Nature Communications从投出去到Online的审稿 …
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
新媒体的KOL、KOC是什么? - 知乎
KOC有双重身份，即Customer和Creator，KOC是消费者的同时也是创作者，是对消费者的消费决策起到关键作用的群体。 KOL与KOC在本质上截然不同，是两个群体。前者是推，而KOC是 …
