The Employee and Customer Survey Research Blog

Social Networks Benefit Employees and Customers

Administrator — Thu, 07 May 2009 17:33:11 GMT

Social media provides users with information via blogs, podcasts, and webinars. Users write reviews or create forums, wikis, and videos. Users connect with each other and providers through virtual worlds and social network communities.

“Social networking has caused a fundamental and transformational shift in the way that people are connecting, knowledge is being shared and information is flowing,” says Charles B. Kreitzberg, Ph.D., CEO of Cognetics, a firm dealing with the human aspects of computer technology.

About 50% of large companies and 75% of small ones (fewer than 500 employees) are using social media of all types. Of those, it is estimated that 40-60% have their own social network. Microsoft has the Town Square, IBM the Blue Pages, and Best Buy the Blue Shirt Nation.

“Engage me, inform me, and entertain me,” says Bernie Borges, author of Marketing 2.0: Bridging the Gap Between Seller and Buyer on the Social Web. “But don’t make me read an ad; don’t send me email news. Companies are made up of people; be social with your existing and prospective customers.”

This weblog is sponsored by National Business Research Institute.

Taking Your Business to 'Best in Class' Success

Administrator — Mon, 20 Apr 2009 16:56:35 GMT

I wear multiple 'hats'. I am an organizational consultant, a professor, and a student working on a second Ph.D. As I am writing this paper it is a special month for me as a professor and a student. It is the time of year when universities typically have their recognition ceremonies, honoring their students who have excelled in academics and community service. I am doubly honored to be able to see some of my own students receive recognition this month and to be receiving awards myself. Both experiences are the result of hard work and sacrifice.

The students who are recognized by their universities with special certificates and invitations to honor societies are certainly a minority of the student population. Why is that? Some may attribute it to lack of motivation or even a lack of ability. Certainly these are factors. However, I think for many the problem is lack of knowledge; knowledge of how to succeed. Many students simply do not know the steps to follow in order to succeed in the academic environment. Without this knowledge, most students' performance will be mediocre at best.

Numerous students have asked me how to succeed in their classes. This is a question I can easily answer. The path to academic success is not a secret. The same holds true for business. As an organizational consultant I have often been asked: "How do I take my company to the 'Best in Class' level?". Once again, this is a question I can answer. The path to business success is not a secret. In fact, I can answer the question with just one word...

This weblog is sponsored by National Business Research Institute.

NBRI Announces launch of Innovative Survey Platform

Administrator — Thu, 16 Apr 2009 15:25:13 GMT

The National Business Research Institute (“NBRI”), one of the most respected survey research firms in the world, unveiled Survey Software Online, an innovative online survey creation system. Survey Software Online, or SSO, went live on April 2nd and is designed to allow small to mid-sized businesses to create, deploy, and analyze customer and employee surveys in-house.

Survey Software Online can be used to quickly and easily conduct a full-scale survey and provide the reporting and analysis required to “read the minds” of employees and customers.

This weblog is sponsored by National Business Research Institute.

Survey Time? Lathem Corporation hires NBRI to conduct customer surveys.

Administrator — Tue, 17 Mar 2009 21:31:00 GMT

Addison, TX - March 12, 2009:

Time, labor, and security manufacturer, Lathem has selected NBRI to conduct a customer satisfaction survey. With a wide variety of products ranging from door locks to digital time clocks and employee tracking software, Lathem seeks to improve their customer’s experience with direct feedback.

NBRI, the National Business Research Institute, a leading research firm in the area of organizational psychology will conduct the study in 2009. By studying the foundations of customer satisfaction, the NBRI survey and analyses will identify action items enabling Lathem to increase its customers’ satisfaction and intent to return.

This weblog is sponsored by National Business Research Institute.

Employee Engagement in Trying Economic Times

Administrator — Fri, 13 Mar 2009 19:20:57 GMT

In general, NBRI has not seen a decline in employee engagement across our client studies. Steady and/or increased engagement scores are what we would expect to see during a period when employee priorities are changing from 'increased compensation' to 'stable compensation and job security.' Most employees recognize that their job stability is directly tied to the success of the company. As such, we expect motivation and productivity to increase.

This weblog is sponsored by National Business Research Institute.

Survey Reveals That We Can Survey Anything

Administrator — Thu, 12 Mar 2009 19:31:43 GMT

The value of survey research cuts across all industries and disciplines. It’s a tool for collecting information that can improve customer satisfaction, offer insight into a company product, pinpoint the mood of the voter and gauge public opinion on social issues. But definitive research for mainstream purposes isn’t the only use for surveys. Occasionally, surveys can be used for the downright bizarre and can come up with some, shall we say, unique results.

This weblog is sponsored by National Business Research Institute.

Happy in high tech? Ktech selects NBRI to conduct Employee Satisfaction Survey.

Administrator — Tue, 10 Mar 2009 16:18:15 GMT

High tech firm Ktech selects National Business Research Institute to conduct survey at their facility in Albuquerque, New Mexico.

Addison, TX (PRWEB) March 2, 2008 -- High technology firm Ktech has selected NBRI to conduct an employee satisfaction survey at their facility in Albuquerque, New Mexico. With clients such as Sandia National Laboratories, and core business capabilities related to nuclear physics, Ktech seeks to improve their hard science based services by looking at human factors.

This weblog is sponsored by National Business Research Institute.

WOULD YOUR CUSTOMERS TIP YOU?

Administrator — Thu, 05 Mar 2009 18:44:25 GMT

Super Bowl Sunday is known as one of the busiest days for pizza parlors nationwide. Pizza orders increase by 50 to 100% during the Super Bowl compared to a regular Sunday. Some of the large pizza parlors around the country even hold pep rallies to get their delivery people excited. The delivery people will be run ragged all over town, but hope to end the night with a lot of tip money in hand. In fact, while a typical tip for a pizza delivery is roughly $2, it has been reported that on Super Bowl Sunday, tips can rise to $20 per pizza delivery!

In our society, this all seems fair. Customers tip based on the service they receive taking into account timeliness, quality, and even the appearance of the person delivering the service. And if the quality of service is bad and the customer doesn’t tip at all, this is a good indication that they will not be returning customers. Tips allow service people to immediately gauge how their performance is viewed by their customers. A smart delivery person that received a bad tip will revise their performance until they receive better tips.

This weblog is sponsored by National Business Research Institute.

A Culture of Levity at Work

Administrator — Tue, 03 Mar 2009 16:41:58 GMT

Business in this tough economy is littered with business closings, pay cuts, low morale and lay-offs. Budgets have been slashed and benefits or perks taken away. Those left on the job are tasked to do more with less; faces are marked with tension and fear. What will happen next and what can you do about it? Well, as unimaginable as it may seem, now might be a good time for everyone to lighten up at work.

Survey research shows that when people (i.e., employees) are having fun, they are more creative and more productive, with enhanced problem solving skills. The American Association for Therapeutic Humor describes therapeutic humor as any lighthearted, joyful, humorous interaction which is constructively used to maintain or improve well being. Think employee satisfaction; think customer satisfaction.

This weblog is sponsored by National Business Research Institute.

Revealing Hidden Threats to Your Business

Administrator — Wed, 18 Feb 2009 16:08:41 GMT

I grew up in a cold climate in the northern United States. Winter consisted of months of grey days, freezing temperatures, snow, and ice. I learned to drive in snowy and icy conditions. My parents were cognizant of the importance of teaching me what to do if my vehicle began to slide on the ice and how to regain control. They taught me to be cautious whenever the weather conditions were untenable. Thus, I was well prepared to drive in threatening conditions and always proceeded carefully in order to avoid an accident.

Unfortunately, we are not always aware when threatening conditions exist. One example of a hidden threat on the roads during the winter season is black ice; a transparent layer of ice that freezes with few, if any, air bubbles trapped inside making it virtually invisible. Its’ imperceptibility has caused many accidents because unsuspecting drivers proceeded to drive on it with a "business as usual" approach, often with disastrous results.

This weblog is sponsored by National Business Research Institute.

Mission Statements: Is Yours Just Ink on Paper?

Administrator — Tue, 10 Feb 2009 18:24:45 GMT

Do you know your organization’s mission statement? Can you recite it word for word? Most would answer no to this question. But can you even summarize the general idea behind the mission statement? If the answer to this question is no, then what is the point of having a mission statement?

A mission statement is a call to order within the corporate proving ground. It is a statement that initiates action, formulates direction, and maintains key core values for all within the organization to follow. This serves as a template and defines the action and purpose of the corporate structure. Since most agree that the mission statement is a “must have” for all organizations, shouldn’t every employee be able to at least know the basic gist behind their organization’s mission statement? Is it just ink on paper or is there more to it?

This weblog is sponsored by National Business Research Institute.

How to Conduct a Survey – Take Action

Administrator — Mon, 02 Feb 2009 16:57:56 GMT

Take Action

You’ve come this far. If you’ve conducted your survey yourself, and conducted it correctly, it has been a long process, hopefully made easier by this series of articles.

Don’t take your foot off of the gas now! Once you have analyzed your data, do something about it!

You now know the root cause(s) of your issues(s). Brainstorm on ideas to correct the issues, construct a plan of action, and get to work.

If you do not follow through on the results of your survey research, you have wasted your time and money and that of your customers and/or employees. Inaction will make respondents less likely to participate in future surveys. But, if respondents see action as a result of your survey they will know that their time in completing your survey was not wasted.

So, how do you proceed? Start by creating an Action Plan.

This weblog is sponsored by National Business Research Institute.

New Study Identifies Opinions of the Automotive and Banking Industry Bailouts

Administrator — Tue, 27 Jan 2009 22:00:29 GMT

A recent research study by the National Business Research Institute, Inc. (“NBRI”) shows that opinions of the Automotive and Banking Industry Bailouts vary significantly by Gender, Age, Level of Education, State of Residence, and Political Affiliation. The survey was distributed to a random sample of 55,236 individuals in December, 2008. A total of 1,400 surveys were received for analysis. A confidence level of 99% and a 4% sampling error was achieved.

This weblog is sponsored by National Business Research Institute.

How to Experience Business Growth in Tough Economic Times

Administrator — Mon, 26 Jan 2009 21:56:00 GMT

I live in an area of the country that compared to some regions, experiences fairly mild winters. Our winters are mild, not nonexistent. We experience below freezing temperatures and lawns, trees, and other outdoor plants go dormant. I happen to love roses and enjoy the long blooming season here. My roses usually begin blooming in March and continue to bloom until early December. As I am writing this paper it is winter. The thermometer has already dipped below the freezing mark and all plant life is dormant...almost. Recently I was in my yard and I happened to glance at one of my rose bushes expecting to see nothing but dead leaves and spent blooms. Instead, much to my surprise, I saw life...several clusters of tiny new leaves were growing on that rose bush...in the winter! That rose bush has overcome the odds. In spite of cold temperatures and a lack of any attention from me, it is growing.

This weblog is sponsored by National Business Research Institute.

How are you today?

Administrator — Fri, 09 Jan 2009 15:29:08 GMT

How are you today? This seems like such a simple question; one that we have all answered thousands of times. But have you ever thought about how you are able to answer this question? When we answer the question "How are you today?" we rely on information stored in our memory about how we were yesterday, last week, and perhaps, even last month or last year. We compare how we were in the past with how we perceive ourselves in the present and we answer the question to a large degree by making this comparison. Thus, if someone were to ask me how I am today and last week I had the flu, I might say "I'm still a little weak but I am doing better."

This weblog is sponsored by National Business Research Institute.

How to Conduct a Survey – Analyzing the Data

Administrator — Tue, 23 Dec 2008 21:19:27 GMT

By now you are well into the survey process. First you determined and documented your objectives for the research. Next, your survey questions were designed to gather the data to meet your objectives. And your survey instrument was created with an appropriate response scale. Then, you deployed your survey, and collected your data.

The type of research you are conducting often drives mission critical decisions, so I hope you have taken care to get the previous steps correct before moving onto data analysis. If you came across this article in the series without reading the others, I highly suggest you go back and do so. If your survey questions are poorly worded or your data collection process is flawed, your analysis will be incorrect. Once you reach a representative sample of collected data, the fun begins.

This weblog is sponsored by National Business Research Institute.

Net Promoter: Revolutionary Tool or Fad?

Administrator — Fri, 21 Nov 2008 20:22:49 GMT

Recently there has been a lot of talk in the business community about Net Promoter which, according to the official website for the product is "a discipline by which companies profitably grow by focusing on their customers." The Net Promoter is the subject of a book titled The Ultimate Question by Frederick F. Reichheld. In this book, Reichheld claims that the ultimate question for businesses to ask their customers is "would you recommend us to a friend/relative?" He also purports that if you ask this "ultimate question" in a regular, systematic, and timely fashion, and then track and publicize the answers and put the information to work right away, you will be on "the only path to prosperity and true growth."

So, should you use Net Promoter? Is it the answer to business success? Is it a revolutionary tool or just a fad? To answer these questions, let's start with the "ultimate question." Reichheld states that all we need to ask our customers is whether or not they would recommend us to a friend or relative. I will agree that this is a good and important question. Getting customers to recommend us to others is a great, inexpensive way to build our businesses. People tend to trust recommendations from friends and family more than information they obtain from advertisements. However, the issue is not whether "Would you recommend us?" is a good question, the issue is "Is it the only question we need to ask?"

This weblog is sponsored by National Business Research Institute.

Polling Hits the Mark During Landmark Election

Administrator — Mon, 17 Nov 2008 23:10:05 GMT

This political season will no doubt be recorded as one of the most historic in American history. The United States elected its first African-American president, Barack Obama, who defeated Republican nominee John McCain.

If McCain would have defeated Obama, the year of political firsts would still have been in play, as the Arizona Senator would have been the oldest first-term president and his running mate, Alaska Governor Sarah Palin, would have been the first female vice president.

With the election now in the rearview mirror, pundits and the public will break down every facet of the 2008 race, including the political polling and survey landscape. Were Americans truthful about their answers prior to the election? What did the numbers mean? Were they right on target or way off base?

DIGG THIS ARTICLE

This weblog is sponsored by National Business Research Institute.

Customer Satisfaction Approaches: One Size Does Not Fit All

Administrator — Thu, 13 Nov 2008 16:30:33 GMT

Have you ever worn a “one size fits all” garment? Perhaps you have and know from personal experience that they do not really “fit” all. Or perhaps you have avoided such garments all together because you knew they would not provide the kind of fit you prefer. For some individuals such garments merely hang on them with what seems to be yards of excess fabric, making the occupant look lost. For others such garments are too tight and do not provide adequate room for movement. I assume this is why some have modified these tags to say “one size fits most.”

This weblog is sponsored by National Business Research Institute.

New Study Identifies Post-Debate Opinions of Presidential Candidates

Administrator — Fri, 31 Oct 2008 17:04:06 GMT

A recent political research study by the National Business Research Institute, Inc. (“NBRI”) shows that post-debate opinions of the 2008 Presidential Candidates changed when compared to pre-debate opinions. The initial survey was distributed to a random sample of 61,018 individuals in September, 2008, prior to the Presidential and Vice-Presidential debates. NBRI received 2,571 completed surveys. The post-debate survey was distributed to a random sample of 56,386 individuals in October, 2008, just after the final Presidential and Vice-Presidential debates. NBRI received 2,138 completed surveys. A confidence level of 99% and a 3% sampling error was achieved. Independent Sample T-Tests were conducted to compare pre-debate and post-debate opinions. All statistics reported are significant at the .05 alpha level.

This weblog is sponsored by National Business Research Institute.

New Study Identifies Pre-Debate Opinions of Presidential Candidates

Administrator — Tue, 07 Oct 2008 17:41:02 GMT

FOR IMMEDIATE RELEASE - A recent political research study by the National Business Research Institute, Inc. (“NBRI”) shows that pre-debate opinions of the 2008 Presidential Candidates vary significantly by Age, Gender, Annual Income, Level of Education, and Marital Status. The survey was distributed to a random sample of 61,000 individuals in September, 2008, just prior to the first round of Presidential and Vice-Presidential debates.

DIGG THIS ARTICLE

This weblog is sponsored by National Business Research Institute.

Five Ways to Escape the Economic Chokehold

Administrator — Thu, 02 Oct 2008 16:15:35 GMT

In the past few weeks, the nation has been in the grip of a financial crisis that has shaken once mighty Wall Street institutions to the core, while Americans on Main Street nervously bite their nails.

“People are waking up from a gigantic hangover, trying to figure out what’s next,” John Schloegel, vice president of investment strategies for Austin-based Capital Cities Asset Management, told Reuters recently.

Frankly, the entire year has been one giant hangover for many Americans who have watched food and fuel prices elevate and their 401k’s and home values deflate. They’ve been whipsawed by fear that achieving affluence and a better world for their children has been derailed. According to the Economic Policy Institute (EPI), a Washington, D.C. think tank, the current financial stall marked the first time since World War II that the typical family was worse off at the end of an economic expansion than at the start.

DIGG THIS ARTICLE

This weblog is sponsored by National Business Research Institute.

A GPS For Business Success

Administrator — Tue, 23 Sep 2008 19:16:34 GMT

Have you ever been lost or unsure of which direction to take? In today's technologically savvy world, we are less likely to find ourselves in this situation. We have cellular phones on which we can call and ask for directions or log on to the Internet and look up our destination on a map. Many vehicles are now equipped with a Global Positioning System (GPS) that takes the guesswork out of finding our destination. We simply enter the address of the place we want to go and follow the verbal prompts of the computer. If we fail to obey the prompts, the system will announce "recalculating" and begin to give us new directions. The only way it could get any easier is if the GPS would drive the vehicle for us.

DIGG THIS ARTICLE

This weblog is sponsored by National Business Research Institute.

New Study Reveals Varying Opinions of Gasoline Prices by Demographic Group

Administrator — Mon, 08 Sep 2008 16:44:44 GMT

As of September 3, 2008, the average gasoline price in the United States was $3.69 (www.zfacts.com). Although the average gasoline price has dropped more than ten cents compared to the previous month, Americans are still feeling the strain at the pump. A recent political research study by the National Business Research Institute, Inc. (“NBRI”) shows that attitudes toward gasoline prices vary significantly by demographic group, such as Age, Gender, Annual Income, Level of Education, Marital Status, Political Party, Voter Registration Status, and State of Residence.

This weblog is sponsored by National Business Research Institute.

What is your temperature?

Administrator — Tue, 26 Aug 2008 16:13:23 GMT

Most of us do not take our temperature on a regular basis and in fact, some people never take their temperature. Why would we? We just assume that if we are feeling fine that our temperature must be within the normal range. Although we may not feel the need to monitor our temperature, it is one of the first measurements taken during a visit to the doctor. Why? Because an abnormal reading is a quick indicator that something is wrong. This is true for humans and for their pets. Recently, for example, I noticed some changes in my cat. First, she lost some weight. This seemed like a good thing to me since, like many indoor cats, she was overweight anyway. Then I began to notice she was meowing more loudly and frequently. Well, she has always seemed fond of the sound of her own voice so… But then she lost more weight and our family decided a trip to the veterinarian was a good idea.

What do you think was the first thing the doctor’s office did to my cat? That’s right, they took her temperature. Immediately they knew something was wrong as it was quite a bit higher than normal for a cat. The doctor soon discovered that my cat had an infection.

At this point you may be wondering “what does this have to do with my company?” A lot. Just like I want my pet to be healthy, we all want our companies to be healthy. But in determining whether our companies are healthy we don’t always gather enough information or focus on the right information. I initially made this mistake with my cat. I thought, “She doesn’t act sick.” She was still grooming herself and demanding a lot of attention. But I was focusing on the wrong information. I did not take notice of the fact that she was shedding a lot more than usual, for example. In like fashion, we may focus on our companies profits for the last three or four quarters but not look at other indicators of business health. Peter F. Drucker, in his book Management Challenges for the 21st Century, stated that success “comes to those who know themselves - their strengths, their values, and how they best perform.” This is true for both individuals and companies.

This weblog is sponsored by National Business Research Institute.

Bridging the Gap: From Mediocrity to Excellence

Administrator — Wed, 06 Aug 2008 15:33:37 GMT

You might be thinking “I don’t need to read this; my company’s performance is not mediocre.” If so, let me ask you a question, “Will you be satisfied with your company’s performance if it continues to stay exactly where it is for the next ten years?” If you answered “yes” to that question, stop reading this paper. However, if you would like to see your company continue to grow and increase in profitability, keep reading.

In order to “bridge the gap” between where your company is now and where you would like it to be you must first have a goal. Why? How will you know the path to take if you don’t know where you are going? This goal should be as specific as possible. The reason it is important to be specific when setting goals is that research shows it increases our chances of reaching them.

This weblog is sponsored by National Business Research Institute.

New Study Reveals Major Disparities in Costs of Weight Loss Programs

Administrator — Tue, 22 Jul 2008 15:29:38 GMT

NBRI Analysis Shows Cost Differences of $90 to $380 Per Month for

Leading Weight Loss Programs

Dallas, TX, July 22, 2008 — As consumers tighten their belts on spending, a new study indicates major differences in the costs of the nation’s leading weight loss programs. An independent cost analysis conducted by National Business Research Institute, Inc. (“NBRI”) studied the overall cost to consumers of seven (7) leading programs: Alli, Jenny Craig, LA Weight Loss Centers, NutriSystem, Slim-Fast, Weight Watchers (Center and Online) and The Zone.

This weblog is sponsored by National Business Research Institute.

How to Conduct a Survey - Deploying the Survey

Administrator — Tue, 15 Jul 2008 19:24:16 GMT

Paper, online, telephone, or in-person interviews?

Now is the time to consider your deployment options. Each method has its advantages and disadvantages. Often, deciding upon the method of deployment is easy since you may be constrained by such obstacles as the number of email addresses you have available to you, the languages required, cost, your company’s infrastructure, etc. For instance, translating a survey into multiple languages and distributing it to your customers via email is probably more cost effective than hiring people to telephone each customer in their own language to administer the survey.

This weblog is sponsored by National Business Research Institute.

A Tale of Two Companies

Administrator — Mon, 30 Jun 2008 17:32:28 GMT

Company A was the best of companies; Company B was the worst of companies. Both Company A and Company B recently conducted employee engagement surveys. These surveys enabled executives at each business to put their fingers on the pulse of their companies. Employee surveys are critical to business success. Research has shown repeatedly that the attitudes and behaviors of employees influence the attitudes and behaviors of customers. Executives from each company received two very different reports at the completion of the surveys.

This weblog is sponsored by National Business Research Institute.

Wise Investing: Customer Surveys and ROI

Administrator — Tue, 03 Jun 2008 21:28:03 GMT

Conducting customer surveys is a common business practice. Within the last two weeks alone, I have been asked to complete at least five customer surveys.

Q: Why is surveying customers such a common practice?

A: Because of the belief that customer surveys pay off with increased profits.

Is this belief correct or is the practice of surveying customers one that simply gives companies a false sense of empowerment? Social scientists all over the world have conducted much research across a broad range of industries (including e-businesses) in order to answer this question.

This weblog is sponsored by National Business Research Institute.