Customer satisfaction survey example

Let s look at a comment card for a hotel as an example of a customer satisfaction survey. What kinds of questions are asked One caid had the following types of questions on a 3-5-7 point scale ... 

By no means does every position in a company need to be filled by a fulltime employee. There are many jobs that can be performed by a part-time employee, temporary or contract worker, or consultant. Project work, such as market research, customer satisfaction surveys, and even some technical service, for example, fielding telephone inquiries, can be successfully accomplished via this route. Also, it is often wise to use disinterested, outside parties to confirm critical data that has been generated internally, such as project work. Do not use such people in jobs where you need to build up a permanent reservoir of experience within the company. 

The customer satisfaction measurement system must connect to the internal measures of a company and to external customer evaluations. To provide evidence, surveys can be performed to make possible a gap analysis (the gap is the difference between what the customer should experience and what the customer actually experiences). The data of actual-to-expected performance allow the application of advanced statistic techniques such as regression analysis to determine empirically the relative impact and/or importance of attributes and processes to customer satisfaction (the power of this technique and an example of its application are illustrated in Anton [1996]). To improve customer satisfaction, identifying the specific attributes and processing the most predictive of customer satisfaction decisions alxtut investment of resources will yield the greatest benefit. 

There are maity other ways that oiganizations can measure the satisfaction of their customers other than a survey. Some examples are ... 

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