Experience: Specialized Analytical Techniques

Quality Action Index:

Employed in Quality of Service and Customer Satisfaction research to identify and locate specific areas of service where improvement is urgently needed to prevent the erosion of market share.

Multi-Dimensional Scaling

Perceptual "mapping" techniques are used to spatially locate brand and product images in the consumer mindset.

Market Segmentation

Used to identify and describe consumer "clusters" based on groupings of similar attitudes or perceptions.

Conjoint Analysis

Used to construct the "ideal" product or service from a wide range of possible product benefits or attributes

Market Damage Assessment

Used in Quality Management research to determine the monetary cost of providing poor quality service and to calculate the return on investment for a corporate Quality Management program.