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Our
Method
Philosophy
Bob E.
Hayes, Ph.D.
Customers |
Our Method
We adhere to scientifically accepted research
practices when we analyze your customer feedback data. Based
on the best-selling book,
Measuring Customer Satisfaction
and Loyalty, our approach to survey
research is based on rigorous research methods.
Our research expertise includes:
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Survey
Development and Use:
helping you understand your survey program’s strengths
and areas needing improvement
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Research Designs:
designing research projects to help you critically
evaluate your business hypotheses, using both
experimental and quasi-experimental designs
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Quantitative Methods:
Using statistical methods to ensure results (e.g.,
trends, differences) in your data are meaningful and
real
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Regression Analysis
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Factor Analysis
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Multiple Regression
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Analysis of Variance
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Cluster Analysis
Through scientifically sound research
methods, we will help you:
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Uncover the real meaning of and drivers
behind customer loyalty
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Understand how your customers define the
customer experience
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Distinguish between
systematic variance and common cause variance so you
avoid tampering with business processes that are in
statistical control
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