Join Jeff Toister for an in-depth discussion in this video Creating scaled questions, part of Using Customer Surveys to Improve Service.
- 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: either scale works.…As an aside, notice that the second scale…
- Devise a survey goal.
- Select a delivery method for your survey.
- Interpret different types of survey questions.
- Compiling effective customer survey questions.
- Analyze survey data to gain insight into your business's service.
- Break down text analysis to provide insight into improving customer service.