This aDRD (Article-based Data-Rich Deliverable) is part of the Online Customer Experience Management subscription. The emphasis of this article is on what business decision-makers consider to be useful information when purchasing products and services online and how business owners and decision-makers with less than 100 employees use this information for business specific purposes and online purchasing.
The data results provided within this article are from Compass Intelligences’ April 2012 survey. The results are filtered by size of business to showcase data results specifically for business owners and decision-makers from businesses with less than 100 employees. A total of 402 respondents qualified for the business survey in April 2012 of which 293 fell into the category of businesses with less than 100 employees.
Compass Intelligence's Online Customer Experience Management research examines both direct and in-direct factors that have an impact on customer perception of satisfaction, including touch-points, best/worst practices, influencers and perceptions, “perception altering” events, and service quality and customer service. This subscription is based on a primary research study or market survey conducted with 1000+ business decision-makers across size of business and industry. Unique analysis and commentary on the latest business customer services including installation, maintenance, troubleshooting, escalation procedures, web interface, web-based services, and more are explored within this subscription. The expert guide for this research is Kneko Burney.
Sources: Compass Intelligence’s segment and market forecasts, which include business expenditures, market demographics, and usage and adoption statistics are built using multiple sources, including proprietary Compass Intelligence research. These sources include, but are not limited to, secondary research, government data and statistics (e.g. Department of Commerce, Federal Communication Commission, Bureau of Labor Statistics and US Census Bureau), primary research, vendor-based research and in-depth interviews with key decision-makers, where relevant. Compass Intelligence selects data sources to provide greatest degree of perspective on each market or segment, in addition to the highest level of data accuracy, stability, and consistency over time.