Customer relationships, particularly in a business-to-business environment, are evaluated and enhanced by generating actionable inferences through the measurement and analysis of both customer satisfaction and customer importance. Customer satisfaction information is captured from both an internal channel comprising key internal customer contacts or boundary employees, as well as an external channel comprising representatives from a plurality of identified respondent profile groups. Customer Importance is also considered in the overall analysis and interpretation of the customer satisfaction. By incorporating all the internally reported customer satisfaction, the externally obtained satisfaction figures and the customer importance scores, a framework is provided for the analysis of various relationships which can help to identify relationships that are in critical need of attention, isolate critical areas of improvement, and identify trends across various respondent profiles and lifecycle phases in a manner that optimizes the use of vendor organizational resources.

Systems and methods for customer relationship evaluation and resource allocation

Product quality data may be obtained using a computer-based survey application configured to present images to a survey participant. The participant may be prompted to provide qualitative data pertaining to at least one perceived attribute of the product, with the qualitative data associated with a particular region of the product, for example, with particular coordinates of an image. Data may be collected from a plurality of participants and stored in a database. The data may be correlated, analyzed, and presented in various forms, such as charts, displays, and overlays on the original images. The product quality data may be used in providing purchase guidance, such as product recommendations, to consumers. The purchase guidance data may be provided by a client device linked to one or more servers. The client device may include an in-store kiosk. The purchase guidance data may be provided as part of an e-commerce web site.

Systems and methods for product attribute analysis and product recommendation

Techniques are disclosed for assessing information technology products by comparing a product (including a product still under development) to a set of criteria. Each of the criteria may have one or more attributes, and may be different in priority from one another. The comparison is preferably directed toward ensuring, and/or improving, the product's acceptance by its target marketplace or market segment. In preferred embodiments, a product assessment score is created as a result of the comparison. When necessary, a set of recommendations for product changes is also created. The criteria/attributes may be prioritized in view of their importance to the target marketplace or market segment, and the assessment results are preferably provided to product teams to influence the importance of product planning and/or development efforts. Optionally, the assessment process may be used to determine whether the assessed product qualifies for a special designation that signifies support for the assessment criteria/attributes.

Assessing information technology products

Customer requirements from a customer are listed in the row direction of a QFD chart. Product characteristics are associated in the column direction of the chart to develop the functions, thereby obtaining QFD data. Using the QFD data, useful information, i.e., customer satisfaction that is useful for evaluating how the customer satisfaction of customer requirements would change in accordance with the achievement value of the product characteristics is obtained from the relationship between the actual achievement value (benchmark value) of the product characteristics and the estimated value of customer satisfaction of the customer requirements.

Customer satisfaction evaluation method and storage medium that stores evaluation program

In a system and method for conjoint analysis, corresponding utility values are determined for a plurality of individual concept elements and for combinations of multiple concept elements, e.g., pair wise combinations of concept elements. A regression technique, e.g., least squares linear regression, may be used to determine the utility values.

System and method for performing conjoint analysis

A method and computer-implemented system for optimizing a product Based on the “voice of the customer”, aspects of the product that are critical to the customer satisfaction, and target values, therefore, are identified Aspects are characterized in terms of their contributing factors Each contributing factor is characterized in a transfer function in terms of control and noise factors impacting the contributing factors Contributing factors are optimized during product design by shifting nominal design values for control factors with respect to the transfer function such that target contributing factors are attained with minimum variability due to existing noises and variability in control Where target values cannot be obtained through design optimization, conventional methods of manufacturing optimization are implemented The extent to which the target values are attained and maintained over the life of the product are assessed

Method and system for product optimization

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Method and system for product optimization