Category Archives: 2023

New Reporting Dashboard!

The Hoed Research team are excited to introduce you to our new online capability. In January 2024 we are launching an enhanced database with vastly improved dashboard access and reporting options. The old system will be switched off in late December 2023 and any reporting requirements in January 2024 will be via the new system.[…]

Extraordinary Results

Hi All At Hoed Research we have been busy. This week we launched a fantastic new website (hoed.kiwi) and are in the finishing stages of a new state-of-the-art database to drive and support our suite of CX products and services, due to go live before Christmas. We provide many great service options and have a[…]

Keeping Score with CRM

An alternative to utilizing the well-known NPS (Net Promoter Score), a linear numeric scale to track and receive customer feedback, is the use of an internal CRM Score, using a 1 to 5 response scale. The classic ‘Likert scale’ has participants agree or disagree (or approve/disapprove).  What is a CRM Score? A CRM (Customer Relationship[…]

Keeping customers happy during hard times

Skimping on customer service is a common and sometimes costly response to tough economic times. However, by continuing to diligently manage the customer experience, companies can maintain quality while still saving money. The challenge that the economy is placing on consumer companies (i.e. airlines, banks, and retailers) is the difficult decision of cutting back the service[…]

Loss Prevention

Retail crime and petty theft has been on the rise for some time now. It is easy to blame inflation as the cause, yet Retail NZ suggest people are not dabbling in crime to put food on the table but are stealing (sometimes to order) and then selling the goods to make a profit, as[…]