Surveys are an important tool for measuring your customers’ and agents’satisfaction along with identifying areas needing improvement. Listen in to 15 tips to optimize your surveys.
Guest Dr. Fred Van Bennekom, The author of "Customer Surveying: A Guidebook for Service Managers," teaches operations management in Northeastern University’s Executive MBA program and has served as an information systems consultant for Digital Equipment’s field service organization. Through his company, Great Brook, Dr. Van Bennekom conducts workshops and advises clients on their survey practices.
Survey Tips & Tricks – the Fast Fifteen or a Bakers Dozen plus two
Analysis & Reporting
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