Guide to Customer Surveys will show you how to create surveys that give you the information you need.
This comprehensive guide takes you step-by-step through the entire survey process from determining your survey objectives to selecting the best survey method to organizing and writing the questions correctly.
• You’ll learn the pros and cons of different survey methods and which is best for your needs.
• You’ll get the tested "rules" of questionnaire layout that will boost your response rates.
• You’ll find out the most important elements to include in your survey package.
• You’ll see the way questions should flow, what kinds of questions to put at the top (and the bottom) of the page and what kinds of questions to avoid.
• You’ll learn the tricks that will keep your customers on track and answering questions to the very end of the survey.
• You’ll discover the advantages and disadvantages of the different types of questions and when to use each.
Real-world questionnaires show you the way
And because this is a real working guide, it includes 34 real-world questionnaires. You’ll find questionnaires to fit your every need including recent customer transaction questionnaires, product/process improvement questionnaires and overall customer satisfaction questionnaires. The questionnaires come from diverse industries and include mail, phone, email and web-based surveys.
If you’re ready to learn what your customer’s expectations are and how well you’re meeting them, this book will help you write the surveys you need.