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Mailing address:
Nygreen Management
23 Meeting House Road
Bedford, NY 10549-4238

Website created 1998
 

Customer Satisfaction Research
Measurement

Nygreen Management is a consulting practice of Dr. Nancy Nygreen, a market researcher well known for her customer satisfaction research.  As a sole practitioner since 1994, Nancy maintains a core set of clients for whom she conducts annual research studies. In addition, she is often hired by other consulting organizations to provide focus groups and quantitative surveys for their clients.

Measurement programs should drive change.

The premise is simple. Successful companies understand their customers intimately and then build a strategy based on that understanding. Next, they align the entire organization around the strategy while remaining flexible and able to react quickly to market changes. Throughout, they maintain the integrity of their brand and reputation.

We judge success by our ability to provide information that makes a difference in helping clients achieve their strategic objectives. By placing measurement in a broader strategic perspective, we help companies become learning organizations better prepared to maintain a competitive strategic advantage.

Nygreen Management specializes in strategy, customer satisfaction and brand equity. Keys to success have been:
  • Top talent with both business and research experience;
  • A virtual organization delivering the best service at a fraction the cost charged by major firms;
  • Partnering with companies in related areas to provide global capabilities.
     Services include:
  • Qualitative and quantitative research with target markets, customers and employees (executive interviews, focus groups, telephone, mail, web);
  • Consulting with senior leadership teams on strategy integration and implementation;
  • Measurement and management training for knowledge transfer to our client organizations.

Methodologies

  • Qualitative Research: Focus groups and experienced in-depth interviewers
  • Quantitative Research: In-person, telephone, mail and web-based surveys

Business Focus

  • Customer Needs Analysis, Customer Satisfaction and Baldrige Audits
  • Employee Research: Both internal customer and climate surveys
  • Strategy and Balanced Scorecard measurement systems
  • Positioning, Reputation Management and Global Brand Equity Tracking.
  • Training -- Training programs on Balanced Scorecard Implementation and process improvement


"We always say that if you had three numbers to live by, they'd be employee satisfaction, customer satisfaction and cash flow."
-- Jack Welsh

Partnerships

Partnerships with other specialized firms in order to have a short- and long-term bottom line impact for our clients:
  • by creating systems that allow them to quickly sense and respond to market changes
  • by identifying the optimal level of customer satisfaction that translates into loyalty and increased share of wallet
  • by developing focus and consistency of direction throughout the organization so everyone is working toward the same goal
  • by training organizations to maintain the systems and approaches that we put in place

Partner: Metrus Group

Metrus combines a simple yet powerful change process with a measurement focus that enables our clients to outperform competitors in:

  • Speed of implementation
  • Quick reaction time to changing conditions
  • Quality of products and services
  • Greater innovation and anticipation of future opportunities
  • Profitability

We are experts in the balanced scorecard process, employee surveys and change management. Our professionals have impressive academic credentials and years of experience in helping clients to achieve substantial results.

Metrus Principals: Dr. William Schiemann and Dr. John Lingle


Partner: COMQuest Research

Our mission at COMQuest is to help our clients decode and interpret vital data in order to enhance their understanding of their products, image and the marketplace in which they interact, in ways they could not have done before. COMQuest is a full service research partner offering a complete range of worldwide capabilities:

  • Ad evaluation
  • Ad tracking
  • Brand equity
  • Channel analysis
  • Market demand
  • Mystery shopping
  • Naming
  • Positioning
  • Pricing
  • Product/service configuration
  • Segmentation

COMQuest Principal: Gary Ocher


Partner: Excellerated Performance

Excellerated Performance provides consulting in professional development by helping clients acquire, develop and apply habits of excellence. Clients span the private and public sector and all industries. We are a member of a 400+ affiliate network that provides training in:

  • Strategic Thinking and Business Planning
  • Executive Leadership
  • Leadership, Management and Supervision
  • Sales Development
  • Customer Service
  • Time Strategies

Excellerated Performance Principal: Michael Caceci


Comments. . .

"Nancy has conducted Wharton's stakeholder surveys since 1993. She goes out of her way to understand our needs, and is always available and responsive to our requests; but most importantly her analysis provides real value to the School. She is able to take a lot of data and provide clear, insightful recommendations. Overall, Nygreen Measurement is easy to work with and provides a great deal of value."

Scott Douglass, former Dean of Administration, The Wharton School

"Nancy Nygreen served as a Reviewer for this program for four years. She worked with organizations in the private sector to assess and evaluate their leadership and management systems as well as recommend management strategies and processes for their improvement. Her work is characterized by professionalism, sound knowledge of management systems and an exceptional ability to work well with clients to enable them to achieve their goals for success."

Barbara Ann Harms, Executive Director, New York State ESA Quality Award


2016 -- What's Happening Now

Nancy's practice continues to be predominantly customer-focused research. Since 2015, she has active assignments in higher education, technology, restaurants, and nonprofits.

Nancy closed her retail empire in early 2014, deciding to retire from the bead store business after having owned stores in Providence RI and White Plains NY.

Nancy continues to be an avid equestrian; her horse is named Halle; she visits the barn every day she's in town, but professionally, customer research is still her passion (and expertise!)

Incidentally, Nancy's husband (Ted) retired in September 2015 and she has put him to work on several client projects already!


Website comments to tnygreen@alumni.princeton.edu. Page saved 22-Feb-2016.     12/2/2016 11:44:15 AM