NPS

Poor question design means questionable results: A tale of a confusing scale

I saw the oddest question in a survey the other day. The question itself wasn’t that odd, but the options for responses were very strange to me. 1 – Not at all Satisfied 2 – Not at all Satisfied 3 – Not at all Satisfied 4 – Not at all Satisfied 5 – Not at [Read More]

3 Comments

Profiting from customer satisfaction and loyalty research

Business people generally believe that satisfying customers is a good thing, but they don’t necessarily understand the link between satisfaction and profits. [Read More]

I have come to know both Mike and Stefan as creative, thoughtful, and very diligent research consultants. They were always willing to go further to make sure respondents remained engaged and any research results were applicable and of immediate use to us here at Bellevue CE. They were partners and thought leaders on the project. I am happy to recommend them to any public sector client.

Radhika Seshan, Ph.DRadhika Seshan, Ph.D, Executive Director of Programs Continuing Education Bellevue College

First, I thought it was near impossible to obtain good market information without a large scale, complex market study. Working with 5 Circle Research changed that. We were able to put together a comprehensive survey that provided essential information the company was looking for. It started with general questions gradually evolving to specifics in a fast pace, fun to take questionnaire. Introducing “a new way of doing things” like Revollex’ induction heating-susceptor technology can be challenging. The results provided critical data to help understand the market demand. High quality work, regard for schedule, thorough understanding of the issues are just a few aspects of an overall exceptional experience.

Robert PoltCEORevollex.com

Since becoming our contracted consultant for market research services in 2010, 5 Circles Research has revolutionized our annual survey of consumer opinion in Washington. Through the restructuring of survey methodology and the application of new analytical tools, they have provided insights that are both wider in their scope and deeper in their relevance for understanding consumer values and behavior. As a result, the survey has increased its significance as a planning and evaluation tool for our entire state agency. 5 Circles does great work!

Blair ThompsonDirector of Consumer CommunicationsWashington Dairy Products Commission

Profiting from customer satisfaction and loyalty research

Business people generally believe that satisfying customers is a good thing, but they don’t necessarily understand the link between satisfaction and profits. [Read More]

Customer satisfaction: little things can make a big difference

Unfulfilled promises by the dealer and Toyota of America deepen customer satisfaction pothole. Toyota of America and my local dealer could learn a few simple lessons about vehicle and customer service. [Read More]

Are you pricing based on cost rather than value? Why?

At Pricing Gurus, we believe that value-based pricing allows companies to achieve higher profitability and a better competitive position. Some companies disagree with that perspective, or feel they are stuck with cost-based pricing. Let’s explore a few reasons why value-based pricing is generally superior. [Read More]

Van Westendorp pricing (the Price Sensitivity Meter)

Practitioner’s guide for those conducting their own pricing research, focusing on the Van Westendorp Price Sensitivity Meter. [Read More]