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Provided by: Serebra Learning Corporation Developing Customer Satisfaction Surveys |
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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
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Developing Customer Satisfaction Surveys
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
- Determining How to Conduct the Survey
- 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.
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About The Training Provider: Serebra Learning Corporation
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...
