A good survey can help improve customer service

Q:    I want to develop a survey to establish a benchmark to improve my company’s customer service. How can I build a good survey?

A:     There are six steps to developing a good survey:

Decide on your objectives.

What do you want to know from the survey? Be specific. Your objectives will form the basis from which your survey questions will be developed. Limit your objectives to just a few. You probably need to know about your target customer’s demographics (age, educational background, ethnicity, income, etc.) to market your products effectively, but don’t ask about personal details that you don’t need…