Customer Survey White Papers

Customer Engagement and Customer Loyalty. Cause or Effect?

Customers loyal to a place of business are repeat customers.  Loyal customers are those customers who refer others to...

Is it Possible to Overcome the Effects of a Poorly Designed Survey Questionnaire?

You’ve put together a questionnaire that is too cluttered and too long.  Survey questions were unclear and did not flow....

Wise Investing: Customer Surveys and ROI

Conducting customer surveys is a common business practice. Within the last two weeks alone, I have been asked to...

What You Don't Know Can Hurt You

I know some people who often repeat phrases such as “What you don’t know can’t hurt you” and “Ignorance is bliss.” I...

(Un)Customer Service = Customer (Dis)Satisfaction

A friend’s elderly mother purchased a new car. She opened the owner’s manual to figure out how to set her favorite radio...

A GPS For Business Success

Have you ever been lost or unsure of which direction to take? In our technologically savvy world, we are less likely to...

Are Your Customers Happy? Just Ask Them.

Surveying the Customer Landscape Keeps Businesses Thriving

Customer satisfaction impacts every part of a businesses’...

Benchmarking with the Best in Class: NBRI Norms

Research psychologists, astute at creating psychological instruments to measure psychological constructs, such as the...

Can Brand Engagement Overcome Poor Customer Service?

In the global marketplace, customers expect to get what they want when they want it, where they want it, how they want...

Casinos that Focus on Guest Service Hit the Jackpot

When it comes to guest services, it takes a formidable strategy to be successful in the gaming industry. Satisfying...

Customer and Employee Satisfaction Impact the Bottom Line

Conventional wisdom points toward customer satisfaction surveys as the best way to pinpoint what specifically draws the...

Customer Satisfaction: Turning Your Business Into What Men and Women Want

Customer satisfaction drives a customer’s intent to return. Knowing the differences between what men and women want can...