From the course: Using Customer Surveys to Improve Service
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Evaluating question types
From the course: Using Customer Surveys to Improve Service
Evaluating question types
- In this video, we'll walk through the basic question types you're most likely to use for your customer-service survey. The three most commonly-used types are: Rating scale, Multiple choice, and text response. The first type is the Rating Scale. These questions are used to compute your surveys' scores. Customers are asked to rate their service by reading a statement and selecting a score. The score is usually a continuum where one represents a low score and the high number represents a high score. There's also an alternative called the Likert Scale. With Likert Scale questions, customers are asked to rate their level of agreement with a particular statement such as: "The customer service rep was friendly". The responses can be converted to numerical scores when the survey's analyzed. In this case Strongly Disagree would be one. Disagree would be two and so on. This variation is handy when you want to identify whether your customers feel certain core service elements, like…
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