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ITIL :: View topic - Customer Perception Survey
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Customer Perception Survey

 
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JayKayEee
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Joined: Aug 28, 2008
Posts: 1

PostPosted: Fri Aug 29, 2008 8:25 pm    Post subject: Customer Perception Survey Reply with quote

At the risk of being inundated with sarcy comments - could someone give me there serious views on the above?

We're about to launch a new Perception Survey and the questions are all done and dusted.

However, my colleague has assigned a score between 1 and 10 viz
10 Delighted
9 Extremely Satisfied
8 Very Satisfied
7 Satisfied
6 Slightly Satisfied
5 Slightly Dissatisfied
4 Dissatisfied
3 Very Dissatisfied
2 Extremely Dissatisfied
1 Totally Dissatisfied

At another company my manager favoured giving fewer options, to basically force people to get off the fence.

What is your view on amending the above to be:
4 Very Satisfied
3 Slightly Satisfied
2 Slightly Dissatisfied
1 Dissatisfied

Do you think that gives people enough scope to state their point of view and do you think the choice of words is right too.

Funny comments aside - I would welcome your thoughts Smile



Jon
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3292
Location: London, UK

PostPosted: Fri Aug 29, 2008 8:38 pm    Post subject: Reply with quote

A Non Funny Comment

Are you going to provide a definition with these

I think the scale is fine

I do think the customer contacts being surveyed are going to be perplexed by

9 Extremely Satisfied
8 Very Satisfied
7 Satisfied
6 Slightly Satisfied

Are you asking about the service that is being surveyed . the scale and the definition should reflect that

0 - not using the service
10 - No issues with the service or the support for the service

and then 1 - 9 would go like

5 - sat with service some issues with support


But the key is what are you trying to find out ?

The scale and the questions need to relate to that

having fuzzy satisfaction statement may not provide you with any level of information
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Aug 29, 2008 10:34 pm    Post subject: Reply with quote

John is absolutely right. In some respects whether you have 1-2 or 1-1000 will make little difference (except to give you more arithmetic to do on the results) unless it addresses this:

UKVIKING wrote:
But the key is what are you trying to find out ?

The scale and the questions need to relate to that


... and I would just add: what are you going to do with what you find out?

If you intend doing something about the results then the granularity ought to be helpful to your follow up actions. For example it might be good to be able to dig deeper with seven people who give you <4/10 than fifty people with <3/4.

I suspect there is specialist knowledge on how people tend to treat the extreme ends of the scale and for sure I have heard that scales with an odd number of points attract a lot of non-committal middle value scores.
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erfo02
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Joined: Mar 11, 2008
Posts: 21

PostPosted: Sun Aug 31, 2008 9:04 pm    Post subject: Reply with quote

I also would like to add that I prefer a scale that forces people to make a statement. If you for example have 1-5 many will choose 3 which will give you little input to what they really think. If you use 1-4 the 3 will mean they are more positive than negative and the 2 will mean they are more negative than positive.
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UrgentJensen
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Joined: Feb 23, 2005
Posts: 458
Location: London

PostPosted: Tue Sep 02, 2008 6:22 pm    Post subject: Reply with quote

Hi,

I am also in agreement with the chaps/chapesses above.

I used to design and script questionnaires for a market research company and I can tell you catagorically that a 1-4 scale is more than enough.

You are either satisfied or disatisfied with something; what are you going to do differently if someone had the opportunity to select 'extremely satisfied', take your foot off the gas? Turn up late to work?

If you are forced by greater powers to have an overly complex scale then here's my suggestion (to brighten a dreary London day):

10 "Why didn't my doctor prescribe me these pills before?"
9 Tree huggingly happy
8 Oil spill seal-cleaningly joyous
7 "I love IT, me"
6 Chirpy
5 "I'm sorry, IT what?"
4 Fuming
3 Livid
2 Seething
1 Apoplectic with rage

UJ
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