Using Customer Surveys to Improve Service

Course details

Customer surveys are rich sources of information and essential guides to areas where customer service teams can improve their focus. In this course, Jeff Toister provides step-by-step instructions for designing and implementing effective surveys and analyzing the results. He'll give you tips on increasing response rates, writing effective questions, and turning the data into actions that can improve service quality.

Learning objectives
Devise a survey goal.
Select a delivery method for your survey.
Interpret different types of survey questions.
Compiling effective customer survey questions.
Analyze survey data to gain insight into your business's service.
Break down text analysis to provide insight into improving customer service.

Concepts

0. Introduction

01 - Welcome
02 - Getting the most out of this course
03 - Understanding survey limitations

1. Designing Surveys

04 - Establishing a survey goal
05 - Exploring survey types
06 - Searching for survey alternatives
07 - Choosing a delivery method
08 - Increasing response rates

2. Writing Survey Questions

09 - Evaluating question types
10 - Reducing the number of questions
11 - Creating scaled questions
12 - Writing effective questions

3. Analyzing Survey Data

13 - Using analysis to gain insight
14 - Drilling down to find answers
15 - Conducting text analysis

Conclusion

16 - Using insight to improve service
17 - Avoiding common pitfalls
18 - Next steps