Who is the 2021 consumer? We looked at consumer satisfaction and confidence to segment our audience and understand what's in store in 2021. Five key segments emerged:- Very Pessimistic- Cautious- Unsatisfied Spender- Satisfied Spender- Very OptimisticIn this webinar, we've outlined trends and will speak to effects in key areas focusing on health and wellness. New realities of work and health have changed the way consumers view their world. It's more important than ever for brands to understand how these sweeping changes impact buying decisions and choices now. Our subject-matter experts will speak to a variety of topics critical for your business as you plan for the year ahead.At Toluna/Harris Interactive and KuRunData we've run a Consumer Barometer study every 2-3 weeks since March. The study was intended to better understand consumer changes as they unfolded. In doing so, we've learned that consumers have been resilient, focused on saving money, and cautious about the ongoing pandemic.
Leveraging AI to reducing survey fatigue and survey send outs while maintaining stable customer satisfaction scores and enhanced response rates.3 takeaways:- How AI can be used to multiply stability of CX scores for a certain area or segment;- Why CX score can be reported for some area or segments EVEN without measuring them- How AI can select those customers most responsive to surveying and scale down email outreach
A common reason for conducting surveys is to help organizations determine what to prioritize, by determining which aspects have the biggest impact on customer satisfaction, loyalty, or advocacy.Join Jeffrey Henning of the MRII and Keith Chrzan of Sawtooth Software for this how-to session, which will start with a simple example of how to do a basic driver analysis and will then introduce advanced analytics that can make it more powerful.Topics to be covered include:- How to develop a questionnaire to use for a Key Driver Analysis;- How to use correlation and perceptual maps for a basic Key Driver Analysis;- What additional, more complex analytical techniques to consider, along with free resources to apply them.
In this case study we will show how SKOPOS developed a solution using state-of-the-art technology from the fields of Artificial Intelligence, machine learning and statistics to extract deeper insights from SEATs customer satisfaction survey. This thereby enabled SEAT to further take the customers perspective at the center of their market research division. We show that Artificial Intelligence does not need to be a black box, that scalable solutions are available already today, and how market research teams need to evolve and embrace new ways of doing research.
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 company to inspire and gauge improvements that allow us to become a truly customer obsessed organisation.
Walk the talk! How Air France KLM CMI provides inspiration and support, rather than only tools and methodologies. More and more large organizations turn to customer experience as a main strategic focus, especially within service industries in general and the airline industry specifically, in which customer satisfaction is of the utmost importance. It has become clear that it takes more than just collecting customer data to be the gold medalist in customer experience. The challenge is to transform the collected data into valuable insights that are actionable as well as inspiring.
The presentation outlines how customer experience programmes for telecom operators can be enhanced with the integration of passive data, capturing actual consumer behaviours in this case collected from smartphone devices, which can then in turn be mapped to survey data which capture customer perceptions of their experience. The combination provides an opportunity to innovate customer satisfaction programmes with tangible measures to prioritize actions that are most likely to enhance customer experience. The paper presents examples of how NPS measures can be enhanced via behavioural profiling of promoters and detractors, and how location based metrics can be leveraged to prioritise action. The challenges of deploying a mobile app based approach are also covered.
This session will showcase how O2/Telefonica developed a research-based system for improving customer experience, moving from a rear-view mirror to a dynamic system which inspires action throughout the business and can even help predict future customer preferences. We will show how satisfaction metrics were made actionable and were linked to ?nancial outcomes, building the case for customer experience investment. We will also present how delivering reports in a single online platform and integrating this with customer data in real time helps stakeholders across multiple functions to identify how best to prioritise that investment.
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 thinking is influenced by three forces: the strategic call for the one number you need to know, the growing need for more details, and a relaxing evaluation process experienced by the customer. Moreover, Air France KLM is embracing customer-centric thinking: the customer is more and more in control. As a demonstration of this new approach, Air France KLM will present its innovative mystery-shopping programme where experienced customers are invited to join the quality observer programme. This enables loyal consumers to evaluate the services WITHIN the customer journey.
A key question for Asian retailers is the degree to which 'soft factors', such as shopper reactions to branding or in-store experiences, impacts satisfaction and shopper spend. In Indonesia, answering this question is complicated by the respondent's tendency towards 'top-box bias' in rating stores. We examine the impact of the shopper's underlying emotional reaction to a convenience store visit on key outcome measures (e.g. spending, products bought, chain preference). Combining results from a quantitative survey with unique facial-imaging based measurement of shopper reaction, clarifies the interaction between stated reaction to the visit and visit outcomes. We show that Indonesian retailers can derive real benefit from improved chain imagery and that mobile facial imaging provides unique shopper insight.
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 and interpretation of the results. Their methodological discussion is based on real-life examples of customer satisfaction projects conducted at ING Bank (leading example) and in other market sectors, including telecom, the auto industry, and TV/Sat providers.