| Bellomy Market Intelligence

- customer experience
How to calculate Net Promoter Score (and what to do next)

Measuring customer experience has always been a top priority for businesses. For decades, surveys have been a tried and true way for receiving feedback for services and products. Early forms of customer satisfaction surveys suffered from their length.
- social research
Three tips for user testing moderators

As a usability testing moderator, you have a responsibility to your stakeholders to observe participant behavior and collect verbal feedback. But moderators also have a responsibility for managing the participant's experience and comfort during the session.
- social research
When to do user testing — a three phase approach

We often think of user experience (UX) testing as an accompaniment to design work. While that is certainly true, UX design and testing should be approached holistically. There are three phases in which UX research should be conducted — exploratory, design, and validation.
- customer experience
Using text analytics to find what you're missing in consumer comments

Do you extract the maximum value from the treasure trove of consumer comments you have? We believe that the best method for maximizing the value of text is by empowering humans with tools that enable effective mining and building frameworks and constructs that continuously build upon past successes.
- customer experience
Update on conducting market research during the COVID-19 pandemic

Since our original post on March 20 assessing survey response rates immediately after the COVID-19 travel ban, we've been closely following response rates and data impacts on several of our trackers, in both the utility and financial services spaces. Now, in Week 6 of the quarantine, we need to know if people have continued responding to survey invitations at the same rate.
Segment 7: Financially fearful

As a group with higher instances of part-time or self-employment, and a high likelihood of children in the household, this female-heavy segment is hanging on by a thread.
Segment 6: Doom and gloom

This crowd is opting to stay in and cook ready-made meals rather than hitting up the local brunch spot on Sunday morning.
Segment 5: Going it alone

If life was tricky before, it is much harder now. This group tends towards single parents with limited activities and very real worries about financial instability.
Segment 4: Prepared and aware

These family-oriented folks are not panicking but they are taking things seriously.

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