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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.

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