Customer Survey Assessment Feedback

C

cherilann

#1
Good Night,

I am new to this forum and have found it very interesting. I have a problem and I am not sure if I can get some clarification. We have done some customer surveys and received results based on the different employees. My tasks is now to assess the responses and give each employee an overall rating. One problem I have out of the sample size there were customer who choose not to partake, so for each we have varying respondents. I have attached what I have done with the data I received thus far and my only issue now is trying to figure out how I can give an overall rating per employee. This rating help with choosing the employee of the month, I am new to statistics so any assistance or advice would be gratefully

View attachment Test Customer Survey Assessment.xlsx appreciated.
 
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rickpaul01

Involved in HankyPanky
#2
Re: Customer Survey Assessment

Even though you have a different number of respondents, you can still measure the average score and the standard deviation.
 
C

cherilann

#3
Hi Ricky,

Thank you for your response, I have already worked out the mean and the standard deviation. What I want to know how to do is get an overall percentage. Any help on this would be gratefully appreciated.

Thanks Cheril Ann
 

NikkiQSM

Quite Involved in Discussions
#5
To get an accurate measurement of customer satisfaction - we have stopped using customer surveys. Not all the customers would fill them out, and some of those that did, would not put any real thought into how they scored us. There was no real true result because of these variables. I found the best way to measure customer satisfaction is to track the number of customer complaints received.
 
C

cherilann

#6
Mr. Prevette,

Thank you for your advice, we have also included the areas of team work, the customer survey is just one of the elements that we are using in addition to other factors in choosing the employee of the month.

Regards,
Cheril Ann
 
C

cherilann

#7
NikkiQSM,

We seldom receive compliant and we are also aware that most customer who had a bad experience may not say, they might just forgo using the service or product. We have had some good response thus far but thanks for your advice as well.

Regards,
Cheril Ann
 

Mikishots

Trusted Information Resource
#8
This methodology may help. http://www.efcog.org/wg/esh_es/Statistical_Process_Control/docs/Survey_Analysis.pdf

Now, must give the usual Dr. Deming warning on rewarding employees for random noise. Preferably, if you are going to choose an "employee of the . . ." it should be for something significantly different than the rest. And also consider the effect of teamwork vs individual effort.

Well put. When I read the OP with regard to "each employee an overall rating", I was thinking Yikes...., this went through my head immediately.
 
C

cherilann

#9
Good Day Mr. Prevette,

I read your document and found it very helpful, but there are a few things that I do not understand, I realize that there is an excel spreadsheet which may make things simple is there any way that you can e-mail it to me if possible. Thank you very much for your assistance.

Regards,
Cheril Ann Chandler
 
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