Resources Library by ANA

A ton of data and an ounce of emotion

p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 10.0px Helvetica}It takes not only data to optimize CRM communication strategy. To create communication appealing to humans, Human Centered Design approach is the obligatory roadmap. Importance of data is...

Catalogue: Fusion 2019

Authors: Leszek Haba, Piotr Idzik

Company: MASMI

November 10, 2019

ESOMAR/GRBN guideline for researchers and client involved in primary data collection

This new ESOMAR/GRBN Guideline is for researchers and clients engaged in primary research. It includes all quantitative and qualitative methods that involve direct interaction (such as to get consent) with the data subject, including passive data...

Catalogue: ESOMAR Codes And Guidelines

Authors: ESOMAR B.V., GRBN B.V.

September 7, 2019

Mystery shopping studies (Spanish)

The aim of the Mystery Shopping study is to assist professionals in improving customer service, offering information on the operations and the quality of the service provided. The Mystery Shopping studios can include from simple observations point of...

Catalogue: ESOMAR Codes And Guidelines

Author: ESOMAR B.V.

June 15, 2015

Innovation in customer feedback

Air France KLM and TNS will present the road taken to meet the high standards of modernity. Asking general satisfaction questions is no longer enough. After decades of satisfaction surveys, Air France KLM has finally turned a new page. Innovative...

Catalogue: Congress 2014: What Inspires?

Authors: Hans Zijlstra, Martijn van Keulen

Company: KANTAR TNS Malaysia

September 10, 2014

Innovation in customer feedback

Air France KLM and TNS will present the road taken to meet the high standards of modernity. Asking general satisfaction questions is no longer enough. After decades of satisfaction surveys, Air France KLM has finally turned a new page. Innovative...

Catalogue: Congress 2014: What Inspires?

Authors: Martijn van Keulen, Hans Zijlstra

Company: KANTAR TNS Malaysia

June 15, 2014

A ton of data and an ounce of emotion

Don't stop in the middle of the road by analyzing data only! Don't be an android as your customers are not. Enhance your data analytics with your customers' emotions understanding. That helps to reveal surprising insights.

Catalogue: Fusion 2019

Authors: Leszek Haba, Piotr Idzik

Company: MASMI

November 10, 2012

Mystery shopping studies

The purpose of mystery shopping studies is to help focus the attention of business management on customer service improvement by providing information on the operations and the quality of service it is providing.Mystery shopping studies can comprise...

Catalogue: ESOMAR Codes And Guidelines

Author: ESOMAR B.V.

June 15, 2005

A new toolkit to a new quality approach

This paper will focus on the research aspects. Programmatic organization development as a method will only be dealt with briefly. Measurement by using the Mystery Shopping principle to its utter limits - for the front office - and retrospective self...

Catalogue: ESOMAR Congress 1996: Changing Business Dynamics

Authors: Eric Sondervan, Felix Malten, Anthony Van Zonneveld

Company: KANTAR TNS Malaysia

September 1, 1996

Mystery shopping

This paper looks at the evolution of large scale mystery shopping survey programmes, which in many instances is being driven by financial institutions. It describes how NOP has reacted to both the development of the market for performance measurement...

Catalogue: ESOMAR/EFMA Seminar 1996: Consumer Trends In Banking And Insurance

Authors: Jon Armstrong, Carole Arvanitis

May 1, 1996