The Net Promoter Score (NPS®) is a widely used measure that looks at the likelihood of customers recommending a company. NPS is a customer loyalty metric developed in 2003 by management consultant Fred Reichheld of Bain & Company in collaboration with the company Satmetrix. While there are still many important factors beyond likelihood to recommend, NPS Read more

Article by Ryan Moore, RMS Research Coordinator – Introduction Our client wanted to know: How can we continue to provide care that aligns with members’ needs and preferences? RMS recently worked with a managed care plan to administer a member satisfaction survey. Our client wanted to identify areas where the Plan meets or exceeds expectations Read more

And 3 easy ways to fix them for enhanced customer experience & brand engagement. The following blog post was written by Maggy Stewart, Graphic Designer & Marketing Coordinator at RMS. It happens every day and most of us, as ever-evolving consumers, are so used to it that we think nothing of it. After you hit Read more

Many companies measure customer metrics such as Net Promoter Score (NPS), as well as other loyalty and customer satisfaction metrics through short surveys sent to their customers. In fact, many Customer Relationship Management (CRM) systems integrate with tools to collect data and report on those metrics.  Data for customer experience metrics can be transactional or Read more

This blog post is a case summary of a recent market research project completed by Research & Marketing Strategies (RMS). All hospitals and health systems should use market research to help guide any type of hospital merger or new affiliation. It’s critical to understand perceptions and challenges among staff and physicians, as well as the Read more

Banks and credit unions work with numbers every minute, of every day, from opening until closing. The financial industry is in essence a numbers game. So metrics and measurements should not scare the vast majority of professionals working in financial industry. As a result, many banks and credit unions employ market research to aid their decision-making. Read more

Background: A local financial institution recently partnered with Research & Marketing Strategies (RMS) to assess its retail and business customer satisfaction, loyalty, and needs. Additionally, the bank wanted to use the market research to measure changes from the prior study conducted with RMS in 2009, awareness level of products and services at the bank, product Read more

The following post was written by Tal Gordon, Intern at RMS. The market research industry is flooded with an abundance of phrases and lingo that is commonly used between businesses, employers, and clients. The use of acronyms in particular has gained in popularity, thanks largely due to the prevalence of social media usage, but also in Read more

Share of wallet is a metric which allows a company or brand to measure a customer’s spending within a particular category related to competitors. It’s important to note that a company with many brands and product lines may measure their share of wallet for each brand or product line. For example, if your company has Read more

Each year, the Financial Brand produces a comprehensive report on the landscape of banks and credit unions across the globe with the assistance of Aite’s Senior Analyst Ron Shevlin. As a market research firm that specializes on insights for the financial sector, our Analytics team always looks forward to the yearly release date for the Read more