Customer Satisfaction Survey Assistance

Subject: Customer Satisfaction Survey Assistance
From: Gina Hertel <Ghertel -at- ALPHA88 -dot- COM>
Date: Tue, 23 Dec 1997 10:50:50 -0500

To Whom It May Concern:

I am writing to request your assistance. > > > > > > I am a Technical
Writer at an IT management and consulting firm located in Piscataway,
NJ. Our company mainly engages in migration projects, call center
support, etc. I recently > > > presented a proposal to the Steering
Committee > > regarding the establishment of a centralized documentation
department. The > > > proposal was approved, and I am now trying to move
forward as > > manager > > > of > > > the new department. My first
order of business is to put together a customer satisfaction survey
regarding documentation in an effort to obtain some feedback from our
clients. > > > I have never gone about this type of endeavor before, and
I was > > > wondering if any technical writers, communication
specialists, and >> > > especially any managers with more experience
than myself might be able to offer some suggestions or provide me with
some additional questions that I might ask. Below is the survey that I
have constructed thus far. Please note that I will probably end up
using a Likert scale (1-5) instead of the existing scale of 1-10. In
addition, this will probably be a telephone (rather than mail-in)
survey. Mainly, I am just looking for feedback on the content and
additional questions that I may have overlooked.

> > > Thank you for your time and attention to this matter.
> > > Sincerely,
> > > Gina Hertel
> > > Technical Writer
> > > Alpha Technologies, Inc.
> > > ghertel -at- alpha88 -dot- com
> > > (732) 980-1800 Ext.749

In order to provide the best service to our customers, we are interested
in your evaluation of the communication that exists between Alpha
Technologies and your organization. Please take a few minutes to
complete this survey and return it to the Technical Communication
Services Organization in the envelope provided.

Thank you!

1. Overall, how satisfied have you been with the written
deliverables that you have received when working with Alpha Technologies
on any given technical engagement? (PLEASE CIRCLE ONE RESPONSE.)

Dissatisfied Satisfied

1 2 3 4 5 6 7
8 9 10

2. Please rate the following aspects of communication. Below is a
1 to 10 scale, where 1 means Disagree Completely and 10 means Agree
Completely. You can use 1, 10, or any number in between. (PLEASE
CIRCLE ONE RESPONSE FOR EACH ITEM.)

Disagree Agree
Completely Completely
About the Documentation:
Was complete 1 2 3 4 5 6 7
8 9 10
Was correct 1 2 3 4 5 6 7
8 9 10
Provided relevant information 1 2 3 4 5
6 7 8 9 10
Provided useful information 1 2 3 4 5
6 7 8 9 10
Was easy to read and follow 1 2 3 4 5
6 7 8 9 10
Was visually appealing 1 2 3 4 5 6
7 8 9 10
Was delivered in a timely fashion 1 2 3 4
5 6 7 8 9 10

3. How frequently do you refer to the documentation with which
Alpha Technologies has provided you?
Never Rarely Occasionally Often

4. In your opinion, what is the most important thing that Alpha
Technologies can do to improve communication and the quality of its
technical information products?

5. Have you ever accessed Alpha Technologies' web site
(www.alpha88.com) Yes_____ No_____


6. If so, which section did you find most helpful?
Corporate Profile_____ Products and Services_____
Education_____ Employment_____ Upcoming Events_____






7. ADDITIONAL COMMENTS:










THANK YOU FOR YOUR HELP!

http://www.documentation.com/, or http://www.dejanews.com/



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