Survey Your In-plant's Customers
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Planning a survey, though, can be intimidating. As Consultant Ray Chambers pointed out in an article in the IPG archives, "survey designers often start with one objective and end up with something completely different." He advised managers to "keep it simple."
In his article, Chambers offered some great tips to help you craft a useful customer satisfaction survey that will tell you where you stand and help identify areas needing improvement. He outlined seven dimensions that can define customer satisfaction: Timeliness, Responsiveness, Convenience, Location, Availability, Overall Quality and Overall Satisfaction.
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