Forrester

For Customer Experience Professionals

Report:Best Practices: Enhance Customer Satisfaction's Impact

Fix Satisfaction Problems, Don't Just Report Them!

Satisfaction studies often cost a lot and consume vast research resources without ultimately improving business results. Why? The market intelligence organizations that conduct the research often...

• Downloads: 561

For Customer Experience Professionals

Report:Best Practices: Why Customer Satisfaction Studies Fail

How To Drive Bottom-Line Success With Effective Satisfaction Research

Spending on customer satisfaction studies continues to outpace overall market research spend in the US, and yet there is a generalized dissatisfaction with the value that companies get from such...

• Downloads: 942

For Customer Insights Professionals

Report:Is The Long Online Panel Quality Nightmare Over?

Yes — If The Industry Embraces Several Key Quality Initiatives

Today, almost half of the quantitative research in the US is being conducted with online panels. While online panels provide vastly lower costs and increased speed, they also create heartburn and...

• Downloads: 259

For Customer Insights Professionals

Report:Does Declining Research Projectability Matter?

Yes, But Not As Much As You Think

Conventional wisdom holds that online panels are inherently problematic in supplying projectable findings to the general population — online and offline. Critics assert that online panels...

• Downloads: 265

For Customer Insights Professionals

Report:Professional Survey Takers: Still A Threat!

How To Reduce Corruption Risk From Voracious Online Survey Takers

Professional survey takers (PSTs) are the potential Achilles' heel of the online panel industry. This issue was thrust into the awareness of the market research community almost three years ago when...

• Downloads: 238

For Customer Insights Professionals

Report:Top Market Researcher Predictions For 2008

The market researcher profession continued to be redefined by the Internet in 2007. The rise of online panels, industry-level attention to the lack of standardization of online metrics, and the much...

• Downloads: 913

For Customer Insights Professionals

Report:Online Survey Tools Gain Ubiquity

Users Coalesce On Key Vendors For Simple Survey Projects

Market researchers today are using online surveys in droves — in stark contrast to previous models of software package use and pure outsourcing. Why? They are quick, inexpensive, and offer...

• Downloads: 522

For Customer Insights Professionals

Report:Vendor Product Catalog: Online Survey Tools Addendum

Listing of information collected but not included in Online Survey Tool Vendor Product Catalog. Information available addresses question type and survey design, results and analytics, customization,...

For Customer Insights Professionals

Report:Why comScore And Nielsen Disagree, And Marketers Moan

Three Steps To Improve Your Online Metrics Use

One of the true business models of the bubbly Internet era is advertising-driven revenue for online properties with the proven ability to attract relevant buyers. Such a model requires a scorekeeper....

• Downloads: 273

For Customer Insights Professionals

Report:Online Panels: Cheap And Effective, But Buyer Beware

How To Use — And Not Lose From — Online Panels

The Internet has introduced a sea change in the market research industry, enabling online panels to deliver a cheaper, faster mode of data collection. But there is a dark side of online panels....

• Downloads: 185