Category Archives: Customer & Employee Satisfaction

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  1. Customer Satisfaction Research Case Study

    This blog post is a summary of a recent project completed by Research & Marketing Strategies, Inc. (RMS).  Background: Onondaga County Water Authority (OCWA) partnered with Research & Marketing Strategies, Inc. (RMS) to conduct a study regarding its current satisfaction, loyalty, image, and needs among customers. The client wanted to better understand key drivers of customer satisfaction Read more

  2. What is Share of Wallet?

    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

  3. Customer Experience Metrics | Analyzing The Data

    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

  4. Finding Great Employees and Keeping Them Engaged

    The following blog post was written by Mark Dengler, President & Owner of RMS. This past spring RMS celebrated its “lucky” thirteenth anniversary. A lot has changed over the years. The market research industry is full of transition. Phone surveys that were once a staple in the industry are moving to online, internet-based tools. Detailed, Read more

  5. Make Work More Than Just a Job for Your Employees

    That is the number one factor in predicting overall satisfaction at the workplace according to a recent Best Places to Work study conducted by Research & Marketing Strategies (RMS) in Baldwinsville, NY. RMS recently completed its 2nd annual CNY’s Best Places to Work Study in a partnership with BizEventz, the Business Journal News Network, and Read more

  6. 5 Barriers to Conducting Employee Surveys

    Employee engagement. Most business owners and Human Resource personnel know they need to have engaged employees, satisfied employees, and loyal employees to operate a team successfully. In order to truly gauge whether or not your organization promotes a healthy and positive culture for its employees, an organization must use quantitative metrics gained through employee surveying efforts. Read more

  7. How to Conduct an Employee Survey in 12 Steps

    Employee surveys are one of the most eye-opening yet underutilized studies among organizations. There are many studies that reference the impact that employee satisfaction has on customer satisfaction. In fact, most human resource consultants would argue you should start with fixing the culture inside of your organization before pursuing an external research focus. Even though valuable feedback Read more

  8. CNY's Best Places to Work 2014 | Employee Survey

    The 2014 CNY’s Best Places to Work awards marked the 2nd year in a row Research & Marketing Strategies (RMS) partnered with BizEventz and the Business Journal News Network (BJNN) to manage the employee surveying process. RMS managed all of the data and analysis portions of the project leading up to the event held at Read more

  9. It's Not Enough to Have Satisfied Customers

    This blog post was written by our guest blogger Mark Dengler, President of Research & Marketing Strategies (RMS). Marketing is an ongoing effort within an organization. In our current economy, marketing innovation often trumps product/service technical innovation. What makes it tricky is the fickleness of consumers. In this world of rapid change and the continual need Read more

  10. Is Big Data Overwhelming You? Use Small Data

    First the big hype was all about “Big Data” but now there is some buzz generating for “Small Data”.  The concept of big data has caused strain at many companies as they realize their databases lack both the size and sophistication necessary to analyze large amounts of data and produce actionable next steps.  Ultimately, utilizing Read more

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