We have never deployed a customer satisfaction survey for our own customers. Why? Because most CX surveys are not designed to help customers. But we’ve just taken inspiration from a unique survey from Skype for Business, in order to Build a Better Customer Satisfaction Survey. It’s our feature article in this quarter’s newsletter. It highlights…
One memorable lesson from reading Edward Tufte’s books about visual displays of quantitative information is that charts are not the only way to display data. Indeed, they are sometimes a worse way. We should always at least consider a table as a superior alternative: Tables are clearly the best way to show exact numerical values,…
When Dilbert starts making fun of the most common words in market research—actionable insights—it’s time to consider letting them go. And now that nearly every marketing and research professional, every market research firm, and every data analysis tool touts a unique ability to offer actionable insight, I think we can now safely agree that the…
Which of these two questions do you find more annoying, question A or question B? A. Foodie TV has announced a competition to select the best destination for food. What can your city do to win? B. In terms of the restaurant choices, what is important for a city to offer? Now which of these…