tag:blogger.com,1999:blog-34367341.post4022450915927756125..comments2023-10-26T01:26:46.721-07:00Comments on Professor Sabena's Blog: Note to Survey Writers: THINK AND REVIEW PLEASEProfessor Sabenahttp://www.blogger.com/profile/13836115173131048934noreply@blogger.comBlogger1125tag:blogger.com,1999:blog-34367341.post-42027495152822432092011-05-30T03:10:44.828-07:002011-05-30T03:10:44.828-07:00I think these surveys are sometimes a result of co...I think these surveys are sometimes a result of committee thinking or the fact that each department within the group are being independently judged on customer satisfaction. So effectively the "scope" of the survey grows the more departments are asked to submit questions or need to be measured. The customer satisfaction metrics need to align to corporate goals so departments can be compared so we'll end up being asked stuff that is vague or impossible to answer, like the customer service culture of people you never meet, or the cleanliness of places we never see. To be fair to marketing they are probably pulling their hair out! Coming up with 5 top questions they will ask 1 in 10 customers in return for a points award would be the ideal survey, but it would take real company wide vision to come up with the right questions.Mark Lenahanhttps://www.blogger.com/profile/13978431053609795684noreply@blogger.com