Most customer complete satisfaction studies are comprised of more than one question. Utilizing data analysis, it is possible to identify what areas an organization need to concentrate on; what to repair and what to continue succeeding.
Best Practices and Techniques
- Total Fulfillment Question
Most surveys ask a total fulfillment question, either at the start or at the end. This is a crucial question which is typically what is reported to management. One should ensure to protect customer information .
- Compare Total Fulfillment based on position in a survey
Some surveys ask the general complete satisfaction question both at the start and completion. The reasoning for this is fascinating. The starting question is the customer’s impression. After the customer has gone through more questions, about the nature of the item, service, deal or relationship, they frequently think of extra elements, ruled out in the initial impression. This may move their score …