For general information and resources, ITIL and ITSM World is the most well known for both ITIL and ITIL Books. A shorter snapshot approach can be found at ITIL Zone
Note: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.
The Itil Community Forum: Forums
ITIL :: View topic - ITIL Based Customer Satisfaction Survey
Joined: Mar 04, 2008 Posts: 1884 Location: Newcastle-under-Lyme
Posted: Sat Oct 09, 2010 9:36 pm Post subject:
reeneroo,
welcome.
I'm sure there is at least one other thread that goes into this subject in some depth.
Your first step needs to be to know why you are conducting the survey. What is(are) your objective(s)? What will you do in response to the results you obtain? If you are clear about this, then the questions to ask should become fairly obvious.
I find it hard to infer any of that from the examples you have given.
Some of your questions seem to be asking things that you could obtain from your own process records (e.g. time from call to arrival of engineer, frequency of fix at first visit). Are you wanting perhaps to compare your user perception with your recorded "reality"?
In my opinion customer or user surveys are extremely hard to get right even when you have clear objectives. This is partly because it is difficult to phrase questions such that there is little room for misunderstanding, and there is considerable scope for the same answer meaning something completely different from responder to responder.
It is also important to understand that the very act of issuing the questionnaire arouses expectations in your customers and users. You need to manage these expectations so that they are not later disappointed by the limitations on your ability to change or improve things.
Will you get a good response? If only 20% are returned then the level of self-selection among the respondents is likely to have seriously diminished the "reality" in the results.
Have a good weekend. _________________ "Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
You cannot post new topics in this forum You cannot reply to topics in this forum You cannot edit your posts in this forum You cannot delete your posts in this forum You cannot vote in polls in this forum
Forum FAQ
Search
Usergroups
Profile
Log in to check your private messages
Log in
