B2B Non-Complainers: the Real Cost of Not Knowing your Customer

By the Editors

B2B (business-to-business) customers complain about products and services less often than consumers do, according to consultants John Goodman and David Beinhacker. But in the B2B space, quiet doesn’t necessarily mean “satisfied.” In their November 20 article for Quirk’s, Goodman and Beinhacker explain the top causes for “unarticulated dissatisfaction.” They explain how to measure the business… Continue reading

3 Things I Wish I Knew When I First Planned Research in China

By Jennifer Serrano, Knowledge Manager APAC, SSI

China is currently the world’s second largest economy after the USA and is increasingly playing a very important and influential role in the global economy. It is not surprising then to also see that its research market has grown, according to ESOMAR’s 2015 industry report, to become the 5th largest globally with a turnover of US… Continue reading

MRX 2018 Planning Guide: 5 Ways to Keep Questionnaire Design Top-of-Mind Next Year

By the Editors

It is that time again when marketers begin taking stock of the business year and look ahead to plan for 2018. What campaigns were effective? What initiatives could have used some work? We will be rolling out a series of posts to help you plan for next year and think critically about the verticals, projects… Continue reading

Will Mobile MR Surveys Disappear? Are We Using Them Correctly While They’re Here?

By the Editors

According to the 2017 GRIT study, 74% of respondents used mobile surveys in their market research. That’s good news–but are they using these mobile surveys effectively? And will surveys and questionnaires continue to be useful in the future, in the face of new and developing research technologies like facial recognition, virtual reality, AI, and big… Continue reading

On a Scale of 1 to 10, the Right Answer is 10

By Jackie Lorch, Vice President, Global Knowledge Management

The last time I went on a short cruise the service was very good, and you couldn’t help but notice how hard the staff was working. But – just in case you didn’t – they spent a lot of time teaching us how to answer the company’s customer satisfaction “survey.” They explained that the results… Continue reading