Re: Customer Satisfaction Survey

Subject: Re: Customer Satisfaction Survey
From: arroxaneullman -at- aol -dot- com
To: Jennifer_Gidner -at- Dom -dot- com, techwr-l -at- lists -dot- techwr-l -dot- com
Date: Thu, 16 Feb 2006 16:15:09 -0500

You should be grateful that you are forewarned!

Our marketing guys decided to put out a survey including questions regarding my little corner of the company and only told me about it after the fact. As far as I can tell whoever they sent the surveys to were not the actual end-users. Of course, I'm not qualified to tell the Marketing guys how to do they're job. (yet they're qualified to survey and critize mine?)

OK, enough ranting. My advice? Make sure they are actually surveying those who use your documentation (or whatever) and that they run the questions by you two before posing them to these customers.

Best of luck!


-----Original Message-----
From: Jennifer_Gidner -at- Dom -dot- com
To: techwr-l -at- lists -dot- techwr-l -dot- com
Cc: Helen_Carter -at- Dom -dot- com
Sent: Thu, 16 Feb 2006 16:09:03 -0500
Subject: Customer Satisfaction Survey

Hi all,

Our small (2-member) Technical Writing shop has been told that we will be
measured this year by the results of a customer satisfaction survey that we
must create. Yikes!

We need good numbers to justify expanding our group and to prove that TWers
really DO provide a valuable and necessary service. I am desperately
seeking hints/help from anyone who has created such a survey in the past
(or anyone who has any ideas, really)!

Such as, what are good questions? What is a good scale? I've searched the
archives and noticed a small debate on using an odd or even number of

Thanks in advance for any and all help!

Jen Gidner

WebWorks ePublisher Pro for Word features support for every major Help
format plus PDF, HTML and more. Flexible, precise, and efficient content delivery. Try it today!.
Doc-To-Help includes a one-click RoboHelp project converter. It's that easy. Watch the demo at

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Customer Satisfaction Survey: From: Jennifer_Gidner

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