Comments on: Customer Service Survey – Sample Questions http://blog.group-surveys.com/2008/12/02/customer-service-survey-sample-questions/ Online Surveys Blog! Fri, 04 Jun 2010 07:42:03 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: GroupSurveys Online Surveys Blog! » Blog Archive » Product Satisfaction Survey - Sample Questions http://blog.group-surveys.com/2008/12/02/customer-service-survey-sample-questions/comment-page-1/#comment-81245 GroupSurveys Online Surveys Blog! » Blog Archive » Product Satisfaction Survey - Sample Questions Thu, 15 Jan 2009 16:15:23 +0000 http://blog.group-surveys.com/?p=54#comment-81245 [...] on from our customer satisfaction survey sample questions .. and after getting slammed for it I thought what the heck, I’ve compiled another short [...] [...] on from our customer satisfaction survey sample questions .. and after getting slammed for it I thought what the heck, I’ve compiled another short [...]

]]> By: Robert http://blog.group-surveys.com/2008/12/02/customer-service-survey-sample-questions/comment-page-1/#comment-77612 Robert Thu, 04 Dec 2008 10:37:43 +0000 http://blog.group-surveys.com/?p=54#comment-77612 Hi Dr B, I'd have to agree with a lot of what you are saying... the sample survey questions above are exactly that ... a sample! When considering conducting a survey there are a lot of issues to be considered, in particular what information you want to extract from the survey. The sample survey questions are to try and help get the juices flowing and would help gather some quantitative research on your customer service offering – but the greatest insight would likely be gathered from the open-ended question at the end "What changes, if any, can we make to improve our customer service?" Thanks for your input… Hi Dr B,

I’d have to agree with a lot of what you are saying… the sample survey questions above are exactly that … a sample!

When considering conducting a survey there are a lot of issues to be considered, in particular what information you want to extract from the survey.

The sample survey questions are to try and help get the juices flowing and would help gather some quantitative research on your customer service offering – but the greatest insight would likely be gathered from the open-ended question at the end “What changes, if any, can we make to improve our customer service?”

Thanks for your input…

]]> By: Dr B http://blog.group-surveys.com/2008/12/02/customer-service-survey-sample-questions/comment-page-1/#comment-77522 Dr B Wed, 03 Dec 2008 20:50:14 +0000 http://blog.group-surveys.com/?p=54#comment-77522 I have two concerns with your approach. The first is that many of your questions have yes/no answers. Dichotomous questions are rarely used when gathering informatioin for management. The second concern is that you are providing typical questions; but they have only limited value unless you have a typical company. Strategic quetions for management action requires the questions to specifically relate to the company. Your approach is a waste of time and energy. I have two concerns with your approach. The first is that many of your questions have yes/no answers. Dichotomous questions are rarely used when gathering informatioin for management. The second concern is that you are providing typical questions; but they have only limited value unless you have a typical company. Strategic quetions for management action requires the questions to specifically relate to the company. Your approach is a waste of time and energy.

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