Statistical analysis is a big, complex and fascinating area of study. Okay, ay maybe it’s not fascinating for everyone and I can already hear a
Focusing on increasing your survey response rate is important but I’m often asked: “what is a minimum acceptable survey response rate for a customer feedback survey: 1%,
While there are many advanced statistical packages out there you don’t need them to perform a detailed and comprehensive analysis of your survey data. You
You’ve spent weeks working through the numbers to unpick what customers are saying. After checking through the data and analysing a range of root causes,
In customer feedback we often run the same survey to different sets of respondents and we are very interested in identifying whether the responses are
It’s Tuesday afternoon and you’ve just been handed a stack of customer feedback forms with a wealth of information and data to go through and
In a home kitchen in the early 1830’s a, then unknown, inventor saw potential in the milky sap from the Indian rubber tree. Surely, he
Recently, a customer asked, “In terms of “best practice”, do you have a view on whether NPS should be calculated based on the date a
When examining any type of customer feedback, one issue that you will come up against is that the feedback people give is not like the
Customer feedback surveys are subject to halo effects so you must be careful when interpreting the results. A good result in a specific attribute does
I realised recently that I have touched on the subject of determining what is important to customers a few times in recent blogs (e.g Consumer
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