Overview
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Learn how to design and implement customer service surveys, and turn the data into actions that can improve service quality.
Syllabus
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Introduction
- Welcome
- Getting the most out of this course
- Understanding survey limitations
- Establishing a survey goal
- Exploring survey types
- Searching for survey alternatives
- Choosing a delivery method
- Increasing response rates
- Evaluating question types
- Reducing the number of questions
- Creating scaled questions
- Writing effective questions
- Using analysis to gain insight
- Drilling down to find answers
- Conducting text analysis
- Using insight to improve service
- Avoiding common pitfalls
- Next steps
