From the course: Using Customer Surveys to Improve Service
Join today to access over 22,600 courses taught by industry experts or purchase this course individually.
Creating scaled questions
From the course: Using Customer Surveys to Improve Service
Creating scaled questions
- People seem to have a lot of opinions when it comes to rating scale questions. Should you have an even or odd number of points? Is it better to have five scale points or 10? How should you label the scale to get the best responses? We'll tackle these questions in this video and give you tips for using rating scales effectively. Let's start by looking at whether your scale should be even or odd. An odd scale is the best choice because it has a midpoint, while an even scale does not. Some people feel you should use an even scale to force your customers to decide whether they had a positive or negative experience. That argument is exactly why an odd scale works best. Any question that causes a customer to adjust their real answer is biased. That means the survey results may tell you something slightly different than what your customer actually feels. People often wonder whether it's better to use a shorter scale like five points, or a longer scale like 10 points. The short answer is:…
Practice while you learn with exercise files
Download the files the instructor uses to teach the course. Follow along and learn by watching, listening and practicing.
Download courses and learn on the go
Watch courses on your mobile device without an internet connection. Download courses using your iOS or Android LinkedIn Learning app.