Joined: Mar 04, 2008 Posts: 1894 Location: Helensburgh
Posted: Sat Oct 09, 2010 9:36 pm Post subject:
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
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