Provided by: Serebra Learning Corporation

Developing Customer Satisfaction Surveys

Click here for more information or to take this course

Get More Information

Search for Training

Find Your Genius!

Training Provided by Serebra Learning Corporation

By the time most people have the chance to develop their first survey, they've seen so many that it seems like developing one will be a piece of cake. To an extent, they're right. Developing a GIGO (Garbage In/Garbage Out) survey is a no-brainer. Developing a survey that gets valid, reliable data, however, is both science and art. In this course, you'll learn to use the principles of survey design to develop a customer satisfaction survey that works. You'll explore factors that influence selection of the survey method. You'll also learn to design the survey instrument itself, including selection of question formats, sequencing of questions, and wording of the items themselves. Finally, you'll examine issues relating to selection of a sampling method and determination of sample size. Marketing executives, managers, and professionals with responsibility for customer satisfaction and loyalty, as well as all employees who contribute to the customer loyalty chain

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
	Contact Serebra Learning Corporation for more information

Training Presented in:

English

Related Keywords: sales customer facing skills service measuring satisfaction developing surveys determining how conduct survey recognize importance obtaining high response rate customer satisfaction surveys match key requirements most appropriate method key elements effective mail survey cover letter analyze whether procedures used business scenario will be effective optimizing rates apply appropriate procedures phone survey business scenario selecting managing question formats recognize benefits distinguish inappropriate uses open-ended questions match types closed-ended items appropriate use each type determine expectations warrant increased decreased improvement efforts based responses comparative items app

Training Program Details

Audience

Marketing executives, managers, and professionals with responsibility for customer satisfaction and loyalty, as well as all employees who contribute to the customer loyalty chain

Topics

Objectives

recognize the importance of obtaining a high response rate in customer satisfaction surveys.
match key survey requirements with the most appropriate survey method.
identify key elements of an effective mail survey cover letter.
analyze whether mail survey procedures used in a business scenario will be effective at optimizing customer response rates.
apply appropriate procedures for optimizing customer response rates to a phone survey in a business scenario.Selecting and Managing Question Formats
recognize benefits of selecting the appropriate question formats in developing a customer satisfaction survey.
distinguish between appropriate and inappropriate uses of open-ended questions.
match types of closed-ended items with the appropriate use of each type.
determine in a business scenario whether customer expectations warrant increased or decreased improvement efforts based on responses to comparative survey items.
app

About Serebra Learning Corporation - Training Provider

Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1,825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...

More Customer Service Training from Serebra Learning Corporation

Click here for more information or to take this course

Custom Search

Training Directory \| New Training Seminars \| New Training Providers \| Search \| Site Map \| Promote Training \| Login \| Links

	Training-Classes.com by Skillbox® 07/19/08 Copyright 1998-2008 skillbox, inc. All rights reserved

Are you a Sales training provider?

You could be on this page today - for FREE!