Friday 28 October 2011

Some things not to do when collecting survey information

The following are some quick tips on what not to do when surveying your customers when they phone your customer service department.

1. If your customers are asked to take part in the survey before they get to speak to anyone, do not tell your customer service staff whether the person they're talking to is going to be taking part in the survey or not. Oddly enough, such an approach may bias the results of your survey.

2. Try to be consistent with the mapping between rating scales and the action required from your users/customers. Swapping between 1 means yes and 2 means no on the keypad, to a rating scale of 1 to 7 where 1 is the worst possible response is not a good idea. The button that your users push may not correspond to the rating that they actually wish to give.

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