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Research papers

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

Research papers

Research to the rescue

Demand for ivory in China has risen dramatically in recent years due to rising affluence and travel. Ivory is traditionally being regarded as precious and prestigious. Our challenge is to make it socially undesirable and change consumer perceptions.

Catalogue: Asia Pacific 2018: Data Research Insights Vision Excellence
Authors: Chenyang Li, Wander Meijer
Company: GlobeScan Incorporated
May 13, 2018

Research papers

The alchemy of customer segmentation

Segmentation is a daunting task for the researchers regardless of the category. in Saas 'Freemium' business, adopting a layered approach for integrating multiple sources of data into segmentation is challenging but well worth the effort....

Catalogue: Big Data World 2017: Smart Data Integration
Author: Apala Sabde
November 9, 2017

Research papers

Virtual reality meets traditional research

In order to compare the traditional research approach- CAPI (Computer Assisted Personal Interview)- with the VR approach, an empirical study was conducted using a sequential monadic design. The study was designed to help us to reach the following...

Catalogue: Congress 2017: Visionary
Author: Alexandra Chirilov
Company: GfK
September 3, 2017

Research papers

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

Research papers

Understanding the customer with analytical CRM

A big data era changes everything in the auto sector, from product design to product management, from sales to after sales. A business line has developed in Chinese auto OEMs: data generation, data collection, data rental, data outsourcing, data...

Catalogue: Automotive Research Forum 2013: Driving Change, Driving Business
Author: Tiger Lee Weihan
May 24, 2013

Research papers

The evolving role of in-house market research professionals

This paper intends to examine the role of today's in-house market research professionals within business organizations. Specifically, it will focus on:-how the in-house researchers' role have evolved in the past decade, -what are their...

Catalogue: Asia Pacific 2009: Competing On A World Stage
Authors: Andy Kung, Grace Tse
April 7, 2009

Research papers

Educating for sustainability

This paper describes the EcoRecycle Waste Wise Schools Program from Victoria, Australia which, through detailed planning and ongoing market research and evaluation, is contributing to widespread and sustained cultural change towards living more...

Catalogue: ESOMAR Responsible Marketing 2004
Authors: Brian Sharpley, Eric Bottomley, Scott MacLean, Steve Malcolm, Pat Armstrong
May 11, 2004

Research reports

50 ESOMAR

In September 1997 ESOMAR celebrates both its 50th Congress and the start of its 50th anniversary year. This would seem the appropriate time to review the changes that have taken place in the world of marketing research, and the way in which ESOMAR...

Catalogue: ESOMAR Publications
Author: ESOMAR B.V.
September 1, 1998