Poor question design means questionable results: A tale of a confusing scale

I saw the oddest question in a survey the other day. The question itself wasn’t that odd, but the options for responses were very strange to me. 1 – Not at all Satisfied 2 – Not at all Satisfied 3 – Not at all Satisfied 4 – Not at all Satisfied 5 – Not at […]

Profiting from customer satisfaction and loyalty research

Business people generally know that satisfying customers is a good thing, but they don’t necessarily understand the link between satisfaction and profits. This is partly because much of the original work was done so long ago that contradictory cases and nuances have created confusion to build up. Additionally, some companies have appeared successful for a […]

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