Resources Library by ANA

Unifying measures of customer experience and satisfaction

Satisfaction measurement at Microsoft has evolved from a singularly sourced and scrutinised version of the truth to a more frequent and holistic measurement framework, providing a richer understanding of customer and partner health. We’ve...

Catalogue: Congress 2018

Authors: Jeffrey Mercer, Mareth Cordell

Company: GlobeScan Incorporated

September 23, 2018

Unifying measures of customer experience and satisfaction

Satisfaction measurement at Microsoft has evolved from a singularly sourced and scrutinised version of the truth to a more frequent and holistic measurement framework, providing a richer understanding of customer and partner health. We've enabled the...

Catalogue: Congress 2018

Authors: Jeffrey Mercer, Mareth Cordell

September 23, 2018

Using behavioural affinities on web sites to maximise one's media plan

With the emergence of behavioural measurement and profile analysis on internet sites, companies now have the opportunity to target various Internet populations on a large diversity of web sites and/or channels of site. Setting up one’s online...

Catalogue: ESOMAR Conference Worldwide Online Measurement 2001

Authors: Bruce Hoang, Daniel Brechignac

June 1, 2001

Presentation and practical use of indicators to measure efficiency and the quality of service

The presentation is given in two main parts -first of all the methodology used to develop indicators of the quality of the service followed by two live cases which used this method firstly at KODAK-PATHE and secondly at the Ile-de-France...

Catalogue: ESOMAR Congress 1983: Demonstrating The Contribution Of Research

Authors: Jacqueline Carof, R. Gliksman, Ph. Perrot

June 15, 1983

Presentation and practical use of indicators to measure efficiency and the quality of service (French)

The presentation is given in two main parts -first of all the methodology used to develop indicators of the quality of the service followed by two live cases which used this method firstly at KODAK-PATHE and secondly at the Ile-de-France...

Catalogue: ESOMAR Congress 1983: Demonstrating The Contribution Of Research

Authors: Jacqueline Carof, R. Gliksman, Ph. Perrot

June 15, 1983

Strategic marketing in times of shortages

This paper suggests a model for strategic marketing planning in times of shortages, and outlines the information requirements that are necessary as input to the model. This paper is based on the available literature, as well as on an exhaustive study...

Catalogue: ESOMAR Congress 1982: Fitting Research To Turbulent Times

Author: Nicolas Papadopoulos

June 15, 1982

Cultural changes in The Netherlands 1958-1981

This paper is aimed at giving a description of the research launched in the Netherlands into the systematic measuring of social and cultural changes. Apart from giving a description of this systematic method and the research methods used we will go...

Catalogue: ESOMAR Congress 1982: Fitting Research To Turbulent Times

Authors: J. W. Becker, Ger C. Schild

Company: NIPO

June 15, 1982

A climate of doom

Intrigued by many references to a possible climate of doom in the Netherlands and a lack of social research related to this subject, the Nederlandse Stichting voor Statistiek (NSS) undertook a study of this phenomenon. Based upon the research it was...

Catalogue: ESOMAR Congress 1982: Fitting Research To Turbulent Times

Author: Arnold de Vos

June 15, 1982

A method of quantitative comparison of regional markets

Traditionally, classificatory economic research has adopted two main approaches: - Heuristic, which is based on the assumptions, the knowledge and the intuition of experts, and; -Mathematical, which is based on formalised models, usually of a...

Catalogue: ESOMAR Congress 1979: The Challenge Of Eighties

Authors: Andrey A. Goriatchev, S. A. Redkozubov

June 15, 1979