AboutKatherine A. O'Neill Expertise I can answer questions about what kinds of research techniques to use to address specific issues - the difference between qualitative and quantitative research. I can answer questions about types of qualitiative research techniques - including focus groups, interviews, online research, projective techniques and others. In addition, I can provide direction to sources on healthcare research and statistics.
Experience I have been a market research analyst and consultant for 20 years in the pharmaceutical and biotech industries. I have personally conducted hundreds of interviews and focus groups with healthcare professionals and consumers
Organizations Healthcare Businesswomen's Association
Pharmaceutical Marketing Research Group
Education/Credentials Ph.D. Experimental Psychology, University of Rhode Island, 1983
B.S., Psychology, Emmanuel College, Boston, 1976
Past/Present Clients Boehringer Ingleheim, Group DCA, Schering Plough, Pfizer, Optum Health Group, Bayer, Wyeth
Question Go to the web site for PetSmart (www.petsmart.com). If Petsmart could choose three customer metrics to track its success what should they be and why?
Customer Metrics: Customer metrics are intended to assess the management of customer relationships by the firm. These measures typically focus on a set of core measurements, including market share, customer acquisition, satisfaction, and customer profitability.
Answer Are you asking about tracking success of the website??? If so, the metrics would look at number of visitors, number of visits, percent of those that complete transactions on the website, frequency of visits and transactions, visitor ratings of the website - ease of use, features, benefits, etc.
I don't see a question regarding Customer Metrics.
