From the course: Using Customer Surveys to Improve Service
Join today to access over 22,500 courses taught by industry experts or purchase this course individually.
Reducing the number of questions
From the course: Using Customer Surveys to Improve Service
Reducing the number of questions
- One thing that really annoys customers is a long survey. In this video, I'm gonna show you how to make your survey shorter. Believe it or not, in most cases, you don't need more than five questions. In fact, I've seen many terrific surveys with just three. Shorter surveys get better response rates and are less likely to annoy your customers. A good place to start is by asking yourself whether each survey question is absolutely essential. If it's not, cut it out. Sometimes organizations identify a set of variables that they think are important to customers. They'll include a survey question for each one, such as fast service, friendly greetings, cleanliness, and problem solving. This makes for a pretty long survey. You can reduce these five questions down to just two, by using a text response box. The first question is the overall rating, and the second question is a text box that allows customers to tell you what they feel is important to their service quality. Another trick is to…
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.