Researching Customer Satisfaction and Loyalty

06The proposal

This chapter looks at the issues research suppliers have to consider upon receipt of the customer satisfaction research brief. These include an evaluation of the internal resources and skills they will need to employ on the project, and whether any additional resources will be required from other companies. A number of project management issues such as timing and budget constraints are also discussed, as are contractual issues relating to other bidders, any history or relationship with the client, demands for exclusivity and terms and conditions of business. Often the agency is asked to recommend an appropriate method or methods (such as qualitative, quantitative, panels, diaries, internet, telephone, postal survey or mystery ...