Customer Feedback Questionnaire

发布者:系统管理员发布时间:2013-04-11浏览次数:115

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Task 2 Customer Feedback Questionnaire

OBJECTIVES

n    WHAT TO LEARN (knowledge)
Basic knowledge (General + Language)

n    HOW TO DO IT (skills)
Learn from ideas
advice and cases

n    PRESENTATION (ability)
Integrate your knowledge and skills

n    ASSIGNMENT

n    FURTHER READING

WHAT TO LEARN

Definition

    A questionnaire is a research instrument consisting of a series of questions and other prompts (提示性语言) for the purpose of gathering information from respondents. Although they are often designed for statistical analysis of the responses, this is not always the case.

   维基百科

WHAT TO LEARN

   General Structure:
Prefacequestions and coding other informationending.

n     1 Preface.
the purpose
significancemain content, requirements for respondents, etc

n     2 Questions and ways of answering.

n     3 Sequence and code of questions and answering options
A, B, C, ... or a, b, c ...

n     4 Other information.

n     5. Ending
brief few words to express my sincere appreciation; other advice

编译自智库百科

WHAT TO LEARN

Basic Rules

n     Use statements which are interpreted in the same way

n     Think of having an "open" answer category after a list of possible answers.

n     Use positive statements and avoid double negatives.

n     Do not make assumptions about the respondent.

n     Use clear and comprehensible wording, easily understandable for all educational levels

n     Use correct spelling, grammar and punctuation.

n     Avoid items that contain more than one question per item (e.g. Do you like strawberries and potatoes?).

维基百科

WHAT TO LEARN

Common words and expressions

n     Ranking (排列)

n     5 � excellent4 � good3 � satisfactory2 - needs improvement1 � poor

n     Rating (等级评定)

n     Customer service
CourteousProfessionalAttentiveFriendlyHelpfulKnowledgeablePromptInformativeHonest

n     Product service
ConvenienceEase of useSafetyReliabilityAccuracyAttractiveness.

n     How do you feel about the …

n     How do you rate the “reliability” of …

n     How do you rate…

网络整理

How to write effective questions (1)

Ø  If you have doubts about a question, discard it.

Ø  State your questions simply.

Ø  Stay focused when writing questions; avoid vague areas.

Ø  If a question can be misinterpreted by the respondent, chances are that it will be.

Ø  Include only one subject per question.

Ø  Avoid questions that lead respondents.

Ø  Consider optional ways to ask questions that deal with sensitive areas.

 

How to write effective questions (2)

n    Create questionnaire items to determine the key drivers of satisfaction

 

How to handle the question orders 1

Ø   The first series of questions should be easy for the respondent to understand and should capture his or her attention and interest.

Ø   Start with general questions and gradually shift to more specific questions.

Ø   Group questions in logical sections(段落/部分) and                    sequence(序列,顺序) sections or questions in a well thought out 机敏的 order.

Ø   Introduce each new section with a                             summary statement so that participants                             have an opportunity to adjust to the new set of questions.

 

How to handle the question orders 2

Ø  Position questions about personal or sensitive issues toward the end of the questionnaire.

Ø  The order of  similar items on a list can bias results.  Randomly or alphabetically order items reducing the likelihood that respondents will see the first items as most important of the group.

Samples

Samples

Presentation

n         Talking about how to design a questionnaire:
what rules to be followed
what content should be included
your own idea and suggestion

 

Assignment

n    项目教材任务练习

Further Reading

n         Design your feedback questionnaire:

n         http://fluidsurveys.com/customer-feedback/

n         维基百科 questionnaire 词条