Using Customer Surveys to Improve Service

Learn how to design and implement customer service surveys, and turn the data into actions that can improve service quality.

Introduction

• Welcome
• Getting the most out of this course
• Understanding survey limitations

1. Designing Surveys

• Establishing a survey goal
• Exploring survey types
• Searching for survey alternatives
• Choosing a delivery method
• Increasing response rates

2. Writing Survey Questions

• Evaluating question types
• Reducing the number of questions
• Creating scaled questions
• Writing effective questions

3. Analyzing Survey Data

• Using analysis to gain insight
• Drilling down to find answers
• Conducting text analysis

Conclusion

• Using insight to improve service
• Avoiding common pitfalls
• Next steps