What Customers Return Survey Results?

[biboy2012]

I would be very interested to hear any comments you may have, I noted that customers complete/fill out surveys when they are:

1. Very happy
2. Unhappy
3. In e-mail medium, I noted that one customer replied to my suvery but never fill them in. I mean he abstain from voting by replying with a blank. Perhaps he only wants to send a message that he received the survey. Nothing more.
4. In walk-in (face-to-face) medium, several customers (5+?) refuses to answer survey. They said, "It does nothing."

What are your opinions on the above?

 

[Jen Kirley]

I used to have a book on surveys by Don Dillman, who is considered an industry guru. But I have let go of that book over the years. And I have, in the past had my hands on exactly what you are asking for, but now I don't remember the source.

So I did some research:

Dillman's 2007 edition of Mail and Internet Surveys:a Tailored Approach can be found in Google Books. I did a search using key words "response rate" that produced this list of pages addressing the subject.

Here's an interesting paper on the survey-check format.

This one is about mixing mail and web methods.

Here's an interesting blog titled 5 Myths of Customer Satisfaction.

Another insightful online article is Predicting Customer Loyalty Without Surveys.

I hope this helps!