Design Research and Strategy
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Harvard Business Review has a great post about making effective surveys. Rob Markey is a partner with Bain and Company, the consultancy, and huge proponent of the “Net Promoter Score.” He tells us that he himself ignores email invitations to surveys routinely, even though he’s in the business of surveys.
Response rates below 40% in consumer [...]
Categories: Blog · home · market research · methods · qualitative research · quantitative research · surveys
In an interesting study, researchers at UBC have found that customers express higher satisfaction when they’re served by white men than by women or people of colour — even when their behaviour is exactly the same. Marketing professor Karl Aquino expressed surprise at the findings, as he told The Globe and Mail
“We had thought there [...]
Categories: Research Methods · customer satisfaction · feminism · methods · qualitative research · quantitative research · sociology · surveys
Those of you out there who’ve tried it know: recruiting research participants is HARD. Here are a few insights from the research to help you with better recuitment.
Personalized contact with respondents, followed by pre-contact and aggressive follow-up phone calls *: Don’t count on a form letter, email or random tweet to do the job. Capitalize [...]
Categories: Research Methods · methods · qualitative research · quantitative research · sample size · survey · surveys
Many readers seem to enjoy my qualitative versus quantitative research post. I take this to mean that designers are hungry insight that beyond the requisite (and useless) customer satisfaction survey.
I’m not a huge fan of customer satisfaction surveys because they are usually 100% reliable but 0% valid; they tell you nothing (but consistently tell [...]
Categories: Research Methods · customer satisfaction · product design · quantitative research