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. Weâve enabled the company to inspire and gauge improvements that allow us to become a truly customer obsessed organisation.
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.
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 oneâs online media plan not only means chasing after âgeneral public sitesâ with high visibility, but also analysing affinities of target populations with multiple channels and identifying market niches. This paper aims at underlining the great potential of online media planing as compared to other traditional media. It raises the issues of selecting appropriate indicators so as to better target profiles, and choosing appropriate data collection techniques that thus allow a consistent level of analysis. Specific cases of online media plan are used to illustrate the paper.
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 Telecommunications Authority.
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 Telecommunications Authority.
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 of shortage cases and related industry responses that have been reported so far. The proposed model consists of four strategies. The choice of the appropriate strategy in a given shortage situation will be made on the basis of the relative values of 28 indicators, which also serve as a list of research requirements for the application of the model.
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 into the details of some of the results describing the valuation of the personal situation in life in conjunction with the economic trends.
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 concluded that a climate of doom indeed existed in the Netherlands -1981 and it probably still exists. Present conditions were judged negatively by the public in many domains and the outlook for the near and distant future was pessimistic on many counts. Moreover other theoretical prerequisites for a climate of doom - a generalized anxiety concerning future catastrophes and awareness by the public itself of such a climate - were shown to be fulfilled. It could also be shown that a gloomy outlook regarding the distant future was related to the nature of the judgement in regard to the present situation. In relation to the research project the probable causes and consequences of a climate of doom were discussed. Attention has been paid to the tendency in some research to equate a climate of opinion with findings concerning satisfaction with life as a subjective indicator. It is argued that there are several good reasons why this practice should be discouraged.
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 statistical nature. In order to achieve more accurate results, it would seem appropriate to combine these two approaches, when developing quantitative indicators and parameters for different markets. The relative importance of the market parameters would be based on "weighting" factors which would be established with the help of experts' estimates. The net result would be to achieve a series of common quantitative measures for the purposes of data comparison. In other words, the authors believe that there is considerable advantage to be derived from blending the benefits of human judgements with the positive aspects of formal mathematical models. It is suggested that much of this advantage has been realised in the method developed - which is discussed below. This method has been used to classify data for a number of regional markets.
This paper describes the research programme carried out on the U.K. domestic energy conservation programme from summer 1974 up to 1976. On the basis of ad hoc attitude surveys, depth research, re-interviews, consumer panels and surveys of the retail trade. We have monitored movements in a number of relevant 'intermediate indicators' of successful energy saving.
This paper describes a case study in the application of research techniques to a problem concerning occupational mobility. In 1975 the Training Services Agency, under the aegis of the UK Manpower Services Commission, initiated a project called "Grouping of Skills". The underlying theme was the need to develop a unified vocational preparation system, the strategy "to find a means of relating people and jobs to each other in terms of the skills and knowledge possessed or required." A research programme was then designed to tackle this problem area. In the present paper, we have outlined the philosophy, the research methodology, some findings, hypotheses and ideas concerning the future, based on Phase 1 of the research programme. Some of the practical applications of the research are also discussed with indications as to how they can contribute to the fundamental problem of creating greater occupational mobility. The case study is based on a particular occupational band - TECHNICIANS - and, as well as contributing to the development of the overall research programme, it has provided valuable indicators as to the nature of technicians' jobs.
Conventional data analysis concentrates on individual surveys of not more than 2000 respondents. Hypotheses regarding small sub-groups of the population cannot be tested with these surveys. Special surveys with disproportionate samples or with a sample size of over 2.000 respondents are expensive. The cumulation of surveys for the use of secondary analyses can be regarded as a first step towards the solution of this problem. The following problems of the cumulation of surveys are discussed in this paper: 1. Technical problems concerning conditions which single surveys have to fulfil for cumulation, and questions of computer equipment to handle a large amount of data; 2. cost problems; 3. sampling problems, e.a. estimates of single surveys in comparison with estimates of a cumulated survey; 4. problems of equivalence of indicators. Finally other possibilities of analyses with cumulated surveys are discussed.