Re: Customer Satisfaction Survey

Subject: Re: Customer Satisfaction Survey
From: Al Geist <al -dot- geist -at- geistassociates -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Thu, 16 Feb 2006 16:33:12 -0500

Jennifer_Gidner -at- Dom -dot- com wrote:

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)!

Hi Jennifer,

The difficulty is not in developing the questions to be used, but in getting someone to submit answers to them. This is not to say that you shouldn't put thought in the questions. You should. But, you also need to look at methods that will get your end users to take the survey. At a former company, we got our best results when we incorporated our survey into the website (and announced it on the home page). This made it easy for users to respond (using radio buttons and 1-10 scales) and it allowed us to gather information as to the level of user expertise. Marketing liked this approach because it identified potential customers and also identified the level of knowledge current customers and vendors had about the range of our product line. (We found that most vendors thought we only make 10 products wherein we actually made over 150. It sure was an eye opener for the Marketing VP.)

In virtually every survey where paper as used, requiring the survey taker to mail it back to us, our response was dismal at best, even if we supplied self addressed stamped envelopes.


Al Geist, Geist Associates
Technical Writing, Online Help, Marketing Collateral, Web Design, Award Winning Videos, Professional Photography
Office: 802-658-3140

Cell: 505-400-4128
E-mail: al -dot- geist -at- geistassociates -dot- com <mailto:al -dot- geist -at- geistassociates -dot- com>
URL: <> (online portfolio/resume)

See also:
URL: <> (fine art prints for home or office and note cards for all occasions)

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Customer Satisfaction Survey: From: Jennifer_Gidner

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