A major UK travel company operates a number of call centres in the UK to support its holiday booking activities. The company would like its call operators to gather quantitative information from callers who have just purchased a holiday, to establish their satisfaction with the service they have received. This is to be done at the end of the call. The travel company has engaged your research agency to advise them. The company has instructed operators to ask each customer a set of structured questions about their level of satisfaction with the telephone booking service they have just used. You have been asked to provide advice for the design of these questions