IIEX Insight Innovation Competition – NA 2017

The following companies presented at IIEX NA today as they compete for the 2017 Insight Innovation award: Feedtrail – Provides real-time service recovery to measure and act on customer satisfaction. The opportunity to offer feedback is promoted through in-location brochures and reminders from staff, as well as text messages (using phone numbers available from Salesforce). […]

Corporate Researchers Reflect on Insights Trends

At IIEX NA 2016, Ryan Barry of ZappiStore moderated a panel with Michelle Gansle, Wrigley; Thomas Grayman, Viacom; Kristen Griffith, Clorox; and June WestHolland, Verizon. The following is my paraphrase of their comments. Ryan: How are you selling insights to the leadership team of your organization? Thomas: It’s a deep part of our heritage, with […]

What is Gamification?

This is the third in a series of articles on the topic of Respondent Engagement and enhanced survey experience satisfaction. The phrase “gamification” first emerged around the turn of the century and is generally credited to British game creator Nick Pelling.  As online gaming platforms began to appear, such as massively multiplayer online role-playing games […]

What does Respondent Engagement Really Mean?

This is the second in a series of articles on the topic of Respondent Engagement and enhanced survey experience satisfaction. I’ve noticed several recent publications have referred to “respondent engagement” as an alternative phrase for “getting people to cooperate with survey invitations.”  Over the years, I’ve investigated other literature streams and found that from a […]

Respondent Engagement: Boosting Survey Satisfaction and Participation

Numerous industry groups have reported that the levels of respondent cooperation and response rates have been dropping over the past 20 years.  Phone surveys have an average answer rate of less than 8% and of those, less than 4% agree to participate.  In the early 2000s Web-based panels produced average response rates of around 48%, […]

Industry Expertise Matters When Delivering Insights vs. Data

I can still recall my frustration in receiving countless emails and voicemails during my years as a client-side marketing researcher in the sports, media and leisure industries.  The pitches all took on a familiar and uninformed tone.  They thought that our company sounded really cool…and they were a “great” marketing research company that could deploy […]

Mobile Research…Evolution or Revolution?

According to change management theory (Burke, 2014) the nature of change can be either evolutionary or revolutionary. Evolutionary change consists of incremental changes and doesn’t necessarily change the whole structure or system. Revolutionary change is more radical and is often described as a jolt to the entire system. The marketing research industry is constantly experiencing […]