Customer Survey White Papers

When designing questionnaires, the order of items on the questionnaire creates a context, or meaning, for the entire...

I grew up in a cold climate in the northern United States. I learned to drive in snowy and icy conditions. My parents...

What makes a successful customer-based initiative tick? Over the last three decades, our consultants have helped...

The management of a major retail bank was concerned about statistics that suggested a gradual weakening of customers’...

A questionnaire is the mainstay of survey research, used most often to gather information from large numbers of...

Businesses lose customers across many industries. While this is a natural market event, more and more companies struggle...

Businesses around the world have discovered that engaging stakeholders is a competitive advantage and an integral part...

I wear multiple ‘hats’. I am an organizational consultant, a professor, and a student working on a second Ph.D. As I am...

Decision makers in organizations often use questionnaires, interviews, or focus groups to gather information at one...

When you go into the office tomorrow, look around. How many employees appear to be engaged in their work? And, how...

In recent years, many in the academic and popular business press have grabbed hold of a very impactful...

Have you stayed at a hotel recently? Was the staff attentive? Was the room clean? Were the halls quiet? How was the...

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