Customer satisfaction surveys

[geraldine]

Hi!

Does anyone have any tips on preparing a customer satisfaction survey?

Thanks.

[FredVanB]

Preparing survey instruments -- as well as survey administration and data analysis -- is a very deep topic with much that needs to be understood to conduct surveys that provide data that truly reflects your customers' perceptions of your service operation. Thus, there are many, many "tips" that could be provided. (I conduct 2-day survey design workshops that provide just enough time to do a reasonable treatment of the topic.)

Surveying has this hidden danger. Data from a survey may be considered as objective fact, yet if the instrument is poorly designed or the administration is flawed, the data may not represent reality! Making decisions on this data may be worse than going purely on gut feel because of the unjustified confidence.

Without knowing your background in survey practices, let me suggest that you read one or more books on survey practices. Industry bookstores, such as the Help Desk Institute (http://www.thinkhdiestore.com/) and Call Center Store (http://store.yahoo.com/callcenterstorefinal/),
as well as Amazon have many books on surveying. Do note that these books will range from the theoretical to the practical so get a book that fits your depth of understanding. With the background from these books and from other readings, then you'll be in position to finesse your survey practices.

[rjpasto]

Your survey design needs be aligned with your business objectives - what you are attempting to learn/to measure and
the nature of the calls, events, callers, handling processes.

We typically follow a construct that includes four major sectors.
1. The Greeting
2. Listening
3. Assisting
4. Departing/Delighting
Thoughout each of the items measured there needs be consideration to the correctness of what was said/done (transaction skills/knowledge) and how it was said/done (interpersonal skills application).

You need develop wording and flow that ensures clarity, focus, consistency and objectivity in the responses. It' is far more difficult for a supervisor/manager within an organization to create an effective survey than they may realize, as they rarely have the knowledge and expertise involved and

[bijijanan]

You could try http://www.tarp.com/ as it is a good guide to Customer satisfaction surveys ...