In this episode Greg and Stephen discuss chapter nine of “Customer Satisfaction”, which looks at getting your questionnaire design right for customer research.

The quality of the questionnaire, making sure you’re asking the right questions in the right way, is vital because it underpins everything that comes afterwards. Sadly it’s often rushed, designed by committee, and doesn’t feel relevant to customers.

Greg and Stephen talk about the balance of questions, who should be consulted, the ideal length, and much, much, more.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep20+-+Ch9+Questionnaire.mp3

Chapter eight of the book “Customer Satisfaction” is called “Keeping the Score”, and it’s all about choosing the best rating scale for measuring customer attitudes.

Greg and Stephen talk through the issues, explaining why the ten-point numerical scale is the only sensible option for customer research, whether you’re using a Satisfaction Index or Net Promoter Score.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep19+-+Ch8+KeepingTheScore.mp3

Greg and Stephen talk about the pros and cons of different survey methods, based on chapter seven of the book “Customer Satisfaction”. What’s the best way to maximise your response rate and get the depth of insight you need? Can you combine survey methods?

Getting the fieldwork right is one of the most important parts of the customer research process.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep18+-+Ch7+CollectingTheData.mp3

Greg and Stephen discuss chapter six of the book “Customer Satisfaction”, which is all about survey sampling. It might not be the sexiest-sounding topic, but it is vital if you want your survey to be reliable.

Beyond the theory, we talk through some of the practical issues in designing an effective survey process.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep17+-+Ch6+Sampling.mp3

Last week we held the 20th TLF Research client conference. It’s our annual chance to catch up, share some latest thinking, and enjoy hearing from clients who have used their survey results to make big changes.

In this brief special episode Stephen and Greg review the day, picking out some of their favourite points.

Some slides and photos from the day will be going live on the conference site.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/ClientConferenceSpecial.mp3

We held our Housing Insight Conference on 27th February in London. If you were there, thanks for helping to make it such a useful day.

In this special episode Stephen chats to each of the TLF speakers, including our host for the day Chris Elliot, about some of the highlights of what we covered.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/HousingInsightConfSpecial.mp3

Greg and Stephen discuss chapter five of the book “Customer Satisfaction”, looking at how you can use qualitative research to understand what matters to customers.

It’s all about getting a deep understanding of how a small number of customers see the world, helping you make sure you can speak their language when it comes to further research.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep16+-+Ch5+ExploratoryResearch.mp3

We’ve completed our run through the 10 Traits that we believe separate organisations which are world class at customer experience from everyone else.

In this recap episode Greg and Stephen run down the list, and discuss which of them is the most important (if we had to pick just one). Needless to say, they don’t quite agree.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep15-Top10Recap.mp3

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest.

We’ve mentioned “perception is reality” more than once on the podcast. In this episode, Greg and Stephen talk about the role of communication in helping customers to recognise the improvements that you’re making.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep14+-+(10)CommunicationResults.mp3

TLF have identified 10 Traits that separate organisations which are world class at customer experience from the rest.

Dealing with problems and complaints effectively is a big priority for many organisations, but it can often feel like an insurmountable challenge. Greg and Stephen talk about why it matters so much, what effective problem handling looks like, and how customer insight can help.

https://s3.eu-west-2.amazonaws.com/tlf-public-assets/podcasts/Ep13+(9)ProblemsComplaints.mp3