The Customer Service Survey
The Lesson We Didn't Include
Tue - May 8, 2007 02:01 PM in
In retrospect, there's one key slide we should have included in our first workshop (it will be in the next one, don't worry):
Stuff To Worry About For Customer Service Surveys
Really Really Difficult And Important Stuff
* Appropriate survey method
* Unbiased sampling technique
* Whether employees manipulate the survey
Stuff Which Is Important But Easy To Get Right
* Wording of survey questions
* Consistency of survey questions and method
* Getting enough responses in your sample
Stuff Which Is Really Not Important At All
* The percent of customers who are surveyed (the absolute number of responses is usually far more important)
* Whether you use a five-, seven-, four-, or nine-point scale for opinion (Likert scale) questions (it's more important to be completely consistent between surveys)
The irony, of course, is that people tend to spend the most time worrying about the bottom two categories (the easy and irrelevant pieces), and relatively little time worrying about the top category (the difficult and important things).
Posted by Peter Leppik
Really Really Difficult And Important Stuff
* Appropriate survey method
* Unbiased sampling technique
* Whether employees manipulate the survey
Stuff Which Is Important But Easy To Get Right
* Wording of survey questions
* Consistency of survey questions and method
* Getting enough responses in your sample
Stuff Which Is Really Not Important At All
* The percent of customers who are surveyed (the absolute number of responses is usually far more important)
* Whether you use a five-, seven-, four-, or nine-point scale for opinion (Likert scale) questions (it's more important to be completely consistent between surveys)
The irony, of course, is that people tend to spend the most time worrying about the bottom two categories (the easy and irrelevant pieces), and relatively little time worrying about the top category (the difficult and important things).
Posted by Peter Leppik
Posted at 02:01 PM | | | | |