Tag Archives: Customer Satisfaction

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  1. Dodge the Dog Daze of Summer

    The following post was written by Mark Dengler, President at RMS. As summer starts to wind down, I trust that folks are enjoying the sunny and hot weather. However, don’t be fooled by these hazy days. Companies can’t afford to be lazy. Summer is actually an excellent time to work on relationship marketing strategies with existing Read more

  2. K-12 Client Satisfaction Case Study

    This blog post is a summary of a recent project completed by Research & Marketing Strategies, Inc. (RMS). Background: An organization that provides services to K-12 school districts recently partnered with Research & Marketing Strategies, Inc. (RMS) to conduct a customer satisfaction survey. The client wanted to better understand satisfaction and perception of services provided by Read more

  3. Image and Awareness Focus Groups—Case Study

    This blog post is a summary of a recent project completed by Research & Marketing Strategies, Inc. (RMS).  Background: An advertising firm partnered with Research & Marketing Strategies, Inc. (RMS) to conduct image and awareness focus groups for their client, an international quick service restaurant. The end-client wanted to better understand consumer perceptions of the restaurant’s menu, Read more

  4. 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

  5. Retail Banking – The Importance of a Consultative Approach

    Over the years, branch usage and face-to-face transactions have decreased in frequency at financial institutions.  Alternate banking channels have become more convenient, familiar, and rich in features.  Consumers are turning to ATMs, Kiosks, Mobile, and Online to conduct transactions that in the past they may have gone to a branch for.  A study conducted by Read more

  6. Satisfaction Survey Vendor | RMS News Summer 2012

    This blog post was written by our guest blogger Mark Dengler, President and Owner of Research & Marketing Strategies (RMS), a market research firm in Syracuse NY. This article was also featured in summer edition of RMS News. Stopping for a bite to eat, picking up a prescription, going shopping – consumers engaged in these activities have seen Read more

  7. Customer Needs Assessment | Market Research Company Upstate NY

    This blog post was written by our guest blogger Mark Dengler, President and Owner of Research & Marketing Strategies (RMS), a market research company in Upstate NY. In order to successfully serve customers, businesses must have an acute understanding of customers’ needs. Using market research and conducting a Customer Needs Assessment shows customers you are Read more

  8. Key Market Research Takeaways from Raving Fans | Part 2

    This is part 2 of this series which discusses the market research implications from a few good takeaways from the book Raving Fans, written by Ken Blanchard.

  9. Four Customer Satisfaction Research Tips | Generating Actionable Feedback

    The main reason for conducting customer satisfaction research is to improve your customers’ overall experience with your organization.  It is imperative that the research process lends itself to helping management make informed changes that will ultimately advance the process.  The research should not only be used as a safeguard against issues that might arise, but Read more

  10. RMS Newsletter Article: Measuring Customer Experience

    This article is taken from the October 2011 edition of the RMS Newsletter. Customers have always been the backbone of any successful business. Therefore, it makes sense that a business should ensure its customers’ happiness. After all, happy customers supply repeat business, greater opportunities for cross and up-selling, word of mouth recommendations, as well as Read more

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