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Many of the questions I get about survey design relate to what metrics to use – and in particular, what scales to use.
It's easy to say "it depends on the situation" and that is certainly true. However, if we are talking about assessing customer experience, here are some general guidelines to keep in mind.
Measuring employee well-being became popular when it became clear that there’s a strong relationship between well-being and a range of factors that impact an organization’s performance. These include productivity, absenteeism, presenteeism, benefits plan utilization and retention. The big challenge is to create the conditions that foster positive employee well-being.
Insight communities are increasingly used as a complementary tool to core research programs, and for good reason. There are obvious benefits to engaging with customers on an ongoing basis – you can use their feedback to inform decisions, promote new products and services to community members, and ultimately, build customer loyalty. If you are thinking of adding an insight community to your research toolbox, here are a few things to consider to make sure it’s a good investment for your company.