Satisfaction Survey Development

Think of a customer service experience you recently had (oil change, movie theater visit, doctor's visit, expensive item purchase, etc.). State the company and the service/product.This will be your client for the questions.

1. Develop a satisfaction survey question in a matrix format that ...

a. Gathers ratings on the major components (10 minimum) of the customer experience using the pathway approach.

b. Uses a Likert rating scale.

c. Avoids common development mistakes, such as leading, loaded, ambiguous,and double-barreled questions.

1. Develop two open-ended questions that gather what worked well and what didn't in the respondent's own words. The questions should avoid leading to yes/no responses and should be phrased with ease of understanding in mind.