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How does your company collect customer satisfaction data and how effective/accurate would you rate each method (including pros and cons)? Some methods I've seen and used:
Self-Addressed Prepaid Postage survey forms--Passive form of data collection. Easier to be made anonymous. If designed well, data can be unbiased. Reciever cannot pick up on subleties in feedback and ask further probing questions.
My company currently uses fax-back forms for customer service and web feedback forms for other customers. Another division uses phone-interviews through a 3rd party service. We have found that each has benefits and costs. One of my concerns is how to choose the right method for a given product/service. Thoughts?
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Fax back forms--Passive form of data collection. Difficult to make anonymous. If designed well, data can be unbiased. Reciever cannot pick up on subleties in feedback and ask further probing questions.
Telephone Interviews--Pro-active method of collecing data. Interviewer can ask additional questions or ask for free-form feedback. Data can be biased by a poorly written or follwed script of questions. More difficult to make data anonymous.
3rd Party Telephone Surveys--Additional cost. Pro-active method of collecing data. Interviewer can ask additional questions or ask for free-form feedback. Data can be biased by a poorly written or follwed script of questions. Easier to make feedback anonymous.
Web Feedback form--Passive form of data collection. Can be anonymous. If designed well, data can be unbiased. Reciever cannot pick up on subleties in feedback and ask further probing questions.
Self-Addressed Prepaid Postage survey forms--Passive form of data collection. Easier to be made anonymous. If designed well, data can be unbiased. Reciever cannot pick up on subleties in feedback and ask further probing questions.
My company currently uses fax-back forms for customer service and web feedback forms for other customers. Another division uses phone-interviews through a 3rd party service. We have found that each has benefits and costs. One of my concerns is how to choose the right method for a given product/service. Thoughts?
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Fax back forms--Passive form of data collection. Difficult to make anonymous. If designed well, data can be unbiased. Reciever cannot pick up on subleties in feedback and ask further probing questions.
Telephone Interviews--Pro-active method of collecing data. Interviewer can ask additional questions or ask for free-form feedback. Data can be biased by a poorly written or follwed script of questions. More difficult to make data anonymous.
3rd Party Telephone Surveys--Additional cost. Pro-active method of collecing data. Interviewer can ask additional questions or ask for free-form feedback. Data can be biased by a poorly written or follwed script of questions. Easier to make feedback anonymous.
Web Feedback form--Passive form of data collection. Can be anonymous. If designed well, data can be unbiased. Reciever cannot pick up on subleties in feedback and ask further probing questions.