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- Direct Opinions
- 6060 Rockside Woods Blvd.
- Suite 335
- Independence, OH 44131
- (216) 831-7979
- Toll free 1-800-694-7612
- webinquiries@directopinions.com
Secret Shopper Employment Scam-Update and Open Letter From Our CEO
An open letter from our CEO:
I am writing again to alert people of a different solicitation that we have been made aware of to conduct a “Secret Shopping” job. Please be aware that Direct Opinions does not conduct mystery shops nor are we an “employment firm” hiring secret shoppers. Read the rest of this entry »
“The Next Wave of Net Promoter”
What began as a simplistic metric for measuring customer loyalty has now evolved into an entire system to improve the overall customer experience within an organization. The concept of NPS®, which was developed by Satmetrix, Bain & Company, and Fred Reichheld, was introduced through Reichheld’s book, The Ultimate Question. Since its introduction, it has gained tremendous popularity among organizations, large and small, as a means to improve customer satisfaction and loyalty which drives business growth. Read the rest of this entry »
Direct Opinions Welcomes Jack Gray: Director of Research
Jack Gray-Director of Research
Jack Gray is the Director of Research at Direct Opinions. He has over twenty years of experience in marketing research, serving clients across a wide variety of industries including financial services, automotive, not-for-profit, telecommunications, political, health care, and technology. He is equally adept at quantitative and qualitative analysis, having not only moderated numerous focus group sessions, but also skillfully utilizing a variety of multivariate statistics techniques to help clients address difficult business issues. His areas of expertise include customer experience research, brand equity research, image assessment, product concept testing, and advertising effectiveness research. Read the rest of this entry »
Implementing a Customer Satisfaction / Follow-Up Program
Direct Opinions President, Darlene Campagna served on a customer satisfaction panel at the DiJulius Group’s Secret Service Summit, which was held in November 3-4th in Cleveland Ohio. For those who were unable to attend this informative two day customer satisfaction conference, we are including some of the questions posed by the audience, along with Darlene’s responses. Read the rest of this entry »
“What” To Consider In A Customer Satisfaction Survey
In a previous posting, we outlined a simple framework to assist organizations in helping determine what to consider when establishing a customer satisfaction initiative. Knowing what your customers truly think is critical to keeping your customers– and keeping your profits. By identifying the needs, wants, and expectations of your customers, your business is able to maximize customer satisfaction and retention and as such build loyalty.
The 5 W’s of a Customer Satisfaction Survey
Knowing what your customers truly think is critical to keeping your customers– and keeping your profits. While companies invest heavily in sales and customer service, too often they cut corners and leave the very important task of understanding what will create loyal, happy customers to an insufficient or informal collection process. By identifying the needs, wants, and expectations of your customers, your business is able to maximize customer satisfaction and retention. Read the rest of this entry »
Secret Service Summit: November 3-4, 2011
Make plans to attend The Secret Service Summit in Cleveland, Ohio, November 3-4, 2011. A once in a lifetime event, the Secret Service Summit will feature best selling authors, customer service consultants, and global brand executives who will share the secrets to providing unparalleled levels of customer service. Participants will learn how household companies such as Nestle and Starbucks provide exceptional customer service while continuing to thrive in today’s economy. Panel experts in e-commerce, b2b, and customer satisfaction measurement will share valuable insights that will help attendees formulate an action plan to take their own company’s approach to customer service to new levels. To learn more about this world renowned event, visit www.secretservicesummit.com.
Conference Location:
Hilton Garden Inn | 700 Beta Conference and Banquet Center
700 Beta Drive, Cleveland, Ohio, USA 44143
Phone: 1-440-646-1777
Hotel Website: www.mayfieldvillage.hgi.com
Net Promoter Score: Customer Loyalty Surveys Made Simple?
Direct Opinions was recently approached by a new, potential client interested in Net Promoter Score®, commonly referred to as NPS. The company in question is an established, well-known player in their field and an industry leader. Company executives had learned about the Net Promoter Score concept, and had sought to implement a strategy to measure customer loyalty to their brand.
Lost and Inactive Customer Surveys
Direct Opinions was engaged by a manufacturing organization to conduct a follow-up survey with prospective customers in situations where a quotation for products was submitted but the client was not awarded the work. The goal of the lost and inactive customer survey was to better understand why the client did not earn the business and to use this information to make any necessary changes within the organization to win future business and thus grow the organization. Because the client’s bid process was somewhat complex, management wanted to learn how to improve their operation and sales process.
Customer Satisfaction Survey Company Moves to Better Serve Client Needs
After six years, we are moving our corporate headquarters from the east suburbs of Cleveland to Independence, Ohio. According to Darlene Campagna, President of Direct Opinions, “We were looking for a new space that would allow us to unleash the creative potential of our team. The new office is the perfect mix of well conceived space and technology. Our move will allow us to serve our client needs better than ever before.”