On Tue, 27 Jun 2000 16:01:02 -0500, "Anon E. Mouse"
<[EMAIL PROTECTED]> wrote:
>Hi,
>
>One of our Info Systems Team members sugguested we survey our customers
>with the survey below. The goal is to gain insight on whats done
>well/not and where to improve. Im not sure this captures that, nor how
>real the data would be to reality.
>I have heard its 10 to 1 that unhappy users reply, and happy was even
>less.
>How do we account for that, or how should this be done.
You could get your team to rate the customers before you post the
survey with two questions:
Suspect they are happy (1-5)
Think they ought to be happy (1-5)
Then see what the pattern of responses is compared with the
prediction.
You might also add two write-in questions to the survey:
If we could improve one thing about the service we give what would it
be?
What do you like most about what we do, and would not want us to
change?
Then read the anecdotal results (without analysis).
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