• Score Differences Between Studies

    8 days ago - By Business 2 Community

    MaritzCX clients often ask us “why are our scores on the same question different between these two studies?” We commonly find that mode effects explain the differences, however there are other aspects of research that may be at play, two of which we discuss below:
    Relationship vs. Transactional
    Relationship studies are conducted periodically to explore the holistic customer relationship, and are designed to guide strategic decisions. Competitive or benchmarking studies also fall into this category. Questions on a relationship study ask the respondent to consider all of their experiences...
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