Magazine article CRM Magazine

Statistically Speaking

Magazine article CRM Magazine

Statistically Speaking

Article excerpt

* According to "The Online Shopper Deal Shopping and Value Panel Study," 59 percent of consumers begin their shopping at aggregator sites--a 5 percent jump from its March 2004 installment. The survey, conducted by BizRate Research, a division of Shopzilla (an aggregator site itself), also says that 71 percent of online shoppers find better sales and discounts online than offline.

* The 15th annual Airline Quality Rating study, a joint effort by Dean Headley of Wichita State University and Brent Bowen of the University of Nebraska at Omaha, places JetBlue first, followed by AirTran, Southwest, United, Alaska, America West, Northwest, American, Continental, ATA, Delta, US Airways, American Eagle, SkyWest, COMAIR, and Atlantic Southeast. Additionally, the study reports that the rate of customer complaints increased by as much as 27 percent.

* A Teradata study, "Customer Valuation Gap Survey," conducted by BuzzBack Market Research, shows that only 56 percent of senior executives at companies with revenues above $500 million can easily analyze data to understand the value of their customer base, what their customers value, or what they will want next. Not surprisingly, 86 percent of executives listed knowing what a customer will likely want next and when they are close to, or likely to, defect as being important for them to identify and easily access. Only 52 percent and 45 percent, respectively, of respondents said they actually could accomplish those tasks. …

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