The Customer Service Survey
VocaLabs' weblog providing news and commentary on the challenges of providing good customer service.
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Tuesday - September 19, 2006 03:17 PM in
"How can we get the most out of our surveys?"
This is a question we're hearing more and more often as companies realize that surveying customers is a lot more complicated than just finding a bunch of customers and asking them some questions. To run an effective survey, you have to consider the goals of the survey, the method you use to ask questions, how questions are worded, how you analyze the data, and more.
We're at the beginning stages of planning a one- or two-day seminar on practical issues of customer surveys for call centers, and we're looking for some feedback on how much interest there is in this subject, and what topics you'd be interested in learning about.
We haven't settled on a time, place, or cost, but we expect that it would be up to two days of presentations and hands-on workshops. Some topics which we could include are:
Please let me know if you might be interested in attending this seminar, and what topics you would be interested in covering. I'll keep you informed as we get closer to finalizing the details.
Posted by Peter Leppik
We're at the beginning stages of planning a one- or two-day seminar on practical issues of customer surveys for call centers, and we're looking for some feedback on how much interest there is in this subject, and what topics you'd be interested in learning about.
We haven't settled on a time, place, or cost, but we expect that it would be up to two days of presentations and hands-on workshops. Some topics which we could include are:
- How to write a good survey (and a good survey question)
- Advantages and disadvantages of various survey methods (i.e. IVR, live call-back, postcard, e-mail, etc.)
- Understanding error, bias, and other statistical issues
- Making satisfaction surveys actionable
- Benchmarking
- Hands-on critique of participants' surveys
Please let me know if you might be interested in attending this seminar, and what topics you would be interested in covering. I'll keep you informed as we get closer to finalizing the details.
Posted by Peter Leppik
Posted at 03:17 PM by | | | |