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Measuring & Improving Customer Satisfaction & Loyalty Seminar

Designing Effective Questionnaires Workshop

Customer Satisfaction Research, Measurement, and Application Seminar

Analysis & Interpretation
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How do you compare what you think your customers need to what your customers think they need? The only sure way is by conducting regular help desk customer satisfaction surveys. Author Patrick Bultema presents an authoritative, step-by-step guide for planning, writing, and implementing effective customer satisfaction surveys for your help desk.

Table of Contents

1. An introduction to customer satisfaction surveys
   • Understanding your customers' needs
   • Take stock before creating your survey
   • Establish the survey's objectives
   • Guidelines for formulating your survey objectives
2. How to determine the appropriate survey format
   • Advantages of written surveys
   • Disadvantages of written surveys
   • Advantages of computer-based surveys
   • Disadvantages of computer-based surveys
3. How to design your survey
   • Start with a descriptive title
   • Be brief
   • Include directions
   • Ask the important questions first
4. How to write effective survey questions
   • Closed-ended questions
   • Open-ended questions
   • Guidelines for writing effective questions
5. How to distribute and collect your surveys
6. Some perspective on empirical research
   • Population, sample size, and response rates
   • The gap concept
7. How to analyze, use and communicate you results