Resources Library by ANA

Why customers are loyal

The subject of this presentation is to discuss methodological assumptions concerning customer satisfaction studies. The presenters, practitioners in this field, present their conclusions regarding the efficiency of measurement methods, data analysis...

Catalogue: CEE Research Forum 2012: Global Fuel For Local Boost!

Authors: Katarzyna Polok, Dobromir Cias

Company: KANTAR TNS Malaysia

June 15, 2012

Why customers are loyal

The subject of this paper is to discuss methodological assumptions concerning customer satisfaction studies. The authors, practitioners in this field, present their conclusions regarding the efficiency of measurement methods, data analysis and...

Catalogue: CEE Research Forum 2012: Global Fuel For Local Boost!

Authors: Katarzyna Polok, Dobromir Cias, Tomasz Opalski

March 26, 2012

Feelings you can bank on

This paper reveals an exciting new approach to customer satisfaction tracking, one that takes a proven and intuitive device for measuring emotion and uses it to provide highly actionable, real-time customer feedback for clients. With reference to a...

Catalogue: Congress 2010: The Changing Face Of Market Research

Authors: Bhavya Shah, Sarajit Mitra, Orlando Wood

Companies: HSBC Holdings, BrainJuicer

September 15, 2010

The ROI of customer satisfaction research

Market Researchers constantly talk about the need to deliver ROI; but there are few examples showing real figures.This paper aims to show the ROI of BT' extensive Customer Satisfaction programmes which cover the full range of Consumer, SME and Major...

Catalogue: Congress 2008: Frontiers

Authors: Jonathan Wibberley, Phyllis MacFarlane

Company: GfK

September 26, 2008

Delight or defection

Despite clear demands for better service, customers report almost no improvement in the last decade. Why?Companies too often ignore the dynamic people issues that truly affect customers' experience. Almost half the customers who defect leave because...

Catalogue: Automotive 2008

Authors: Charles Kirk, Jorg Hohnery

Company: Maritz Research

March 3, 2008

Grasping the moment of truth

Classic automotive market research today is still very technology-oriented and product-driven. This typically becomes apparent in study designs which are rather detached from reality and everyday life, for example when car drivers are asked about...

Catalogue: Automotive 2008

Authors: Sigrid Schmid, Christoph Palmer

March 3, 2008

Panel satisfaction index

Understanding online access panelists' motivation and satisfaction drivers is a key issue for panel owners to recruit and retain their survey participants.This paper strives to provide a better understanding of panel satisfaction drivers and question...

Catalogue: Panel Research 2007

Authors: Andera Gadeib, Laetitia Sassinot-Uny

Company: Dialego AG

October 28, 2007

Web mining

This paper illustrates how new technologies such as text and data mining can be used to process and analyze text data on a scale not previously possible.The paper investigates the types of information available on one of the most popular hotel...

Catalogue: Leisure 2006

Authors: Tom Anderson, Jesse Chen

October 8, 2006

Improving the travel experience

This paper analyses why past efforts to raise air passengers' satisfaction have not helped most airlines to differentiate themselves from competitors.Using years of historical and current data collected in the airline industry, the paper demonstrates...

Catalogue: Leisure 2006

Authors: Carsten Friedrichsen, Daniel Ray, David Perroud

October 8, 2006