Inspired by Research Live’s recent poll of top twitterers in market research, Simon looks at Simon Cowell’s impressive research credentials and the importance of understanding the customer journey before we look at a customer experience project.
Regular RW Connect contributor Simon Wood sees a lot of metrics used in satisfaction surveys, but how are those key metrics chosen? Are companies doing enough research? And are they taking into account the consumer when they chose? What is the best way to pick a metric?
RW Connect blogger Simon Wood head of TNS UK warns that customer satisfaction surveys with a narrow view that ignore a company’s competitors may well provide deceptive results.