Guide to Customer Surveys: Sample Questionnaires and Detailed Guidelines for Creating Effective Surveys

By Trevor M. Spunt

You can ask anything you like in a questionnaire, but the answers you get may not be the ones you need Whether your customers are external or internal their feedback is essential to customer satisfaction. You know what kind of information you need to maintain customer satisfaction, but do you know how to ask the right question to get that information? Guide to Customer Surveys will show you how to ask all the right questions. Before you ever start writing the questionnaire, you'll learn how to set objectives and choose your target audience. Seven simple questions help you formulate a plan and ensure that the survey process goes smoothly. You'll know the difference between the types of survey methods and which method 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 best 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 bottom) of the pages 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 get the advantages and disadvantages of the different question types and when to use each.

• Format: Paperback
• Language: English
• ISBN: 0915910470
• ISBN13: 9780915910472
• Release Date: February 1999
• Publisher: Purdue Univ Pr
• Length: 102 Pages
• Weight: 0.75 lbs.
• Dimensions: 11.3" x 0.3" x 8.5"