IPMA 2001 Conference In-plants In A Changing World

He suggested asking questions that cover timeliness, responsiveness, convenience, availability, quality and overall satisfaction. Use the same questions from year to year, he said, so you can create a benchmark.

Avoid ambiguous questions—don't ask them to rate the availability of your service; rather, ask if customer service reps were available when they visited. Don't ask them to rate the general responsiveness of staff; ask if their phone call was answered promptly and if they were waited on promptly.