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Researching Satisfaction – Measuring with Unintended Bias?

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Delta Satisfaction: How To Avoid Unintended Bias When You Research Customer Satisfaction

Date and time

Thursday, June 23rd 2011

11 am-11:30 am ET; 8-8:30 am PT, 4-4:30 pm UK
 

Speakers panel

Steven Walden Qaalfa Dibeehi
Steven Walden Qaalfa Dibeehi

Qaalfa Dibeehi, Chief Operating and Consulting Officer
Steven Walden, Senior Head of Research and Consulting

Program

Spending millions to research and fix customer experience only to find metrics not improving? Learn why the way questions are stated and using bi-polar scales can potentially be misdirecting your resource investment focus. Research often contains unintended bias especially when measuring customer satisfaction, trust and willingness to recommend. This webinar will open your eyes to the merits of using delta values. We’ll explore anchor bias, focusing illusion, partitioned experience, resource allocation drivers, and hygienic action. The case study will give you tactical concepts you can use to your advantage.

Learning Objectives

  • Discover how dissatisfaction is hidden or being under-estimated
  • Understand Anchoring bias and its implications
  • Learn how Delta Value gives a more complete measurement of Satisfaction/Dissatisfaction, Trust/Distrust, Willingness to Recommend/Reputation Destroyer
  • Explore actual case studies with information you can use