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Subject:RE: Customer Satisfaction Survey From:Jennifer_Gidner -at- Dom -dot- com To:"Morton, Christopher" <CMorton -at- caiso -dot- com> Date:Thu, 16 Feb 2006 17:00:03 -0500
Hi Chris,
Thanks for your reply. Umm, a couple of things, this survey is really just
a measurement of the two of us. It would be great if the numbers were good
- it might help expand our team, but it's sole purpose is just to measure
us and how satisfied our clients (99% of which are internal) are with us.
Since we have input on what questions go into the survey and to whom it is
sent, I'm trying to make the most of this opportunity.
Thanks,
Jen
"Morton,
Christopher"
<CMorton -at- caiso -dot- co To
m> "Johnson, Tom"
Sent by: <TJohnson -at- starcutter -dot- com>,
techwr-l-bounces+ <techwr-l -at- lists -dot- techwr-l -dot- com>
jennifer_gidner=d cc
om -dot- com -at- lists -dot- tech
wr-l.com Subject
RE: Customer Satisfaction Survey
02/16/2006 04:50
PM
Well, I was just going to say you need a "c'mon" but Tom beat me to it.
I'm with Al in that an online survey is a great way to go, but I'm also
with Tom in that I need an incentive to play. If your product line is
such that a giveaway of your widgets isn't very exciting, consider a
different sort of (low-cost) gift that most any respondent would want.
Or maybe it becomes a drawing where a single winner gets a dinner for
two at their favorite restaurant. You get the idea.
If what's really needed is proof that tech writers are deserve their
fee, then I doubt the questionnaire is going to prove anything. Rather,
I'd be more inclined to solicit input from this group as to which
conclusive, independent studies prove beyond a shadow of a doubt that
we're a worthy bunch. (That management even put you up to this raises my
eyebrow...)
> Chris
-----Original Message-----
From: techwr-l-bounces+cmorton=caiso -dot- com -at- lists -dot- techwr-l -dot- com
[mailto:techwr-l-bounces+cmorton=caiso -dot- com -at- lists -dot- techwr-l -dot- com] On Behalf
Of Johnson, Tom
Sent: Thursday, February 16, 2006 1:39 PM
To: Jennifer_Gidner -at- Dom -dot- com; techwr-l -at- lists -dot- techwr-l -dot- com
Cc: Helen_Carter -at- Dom -dot- com
Subject: RE: Customer Satisfaction Survey
In the not-too-distant past, one way to improve the return rate on paper
surveys was to put a crisp $1 bill in with the survey. It got attention
and people appreciated it enough to take the time to fill it out and
send it back.
These days, maybe you'd want to put in a $2 bill if you can still find
them. The novelty might pay off.
Tom Johnson
Technical Writer
tjohnson -at- starcutter -dot- com
-----Original Message-----
From: techwr-l-bounces+tjohnson=starcutter -dot- com -at- lists -dot- techwr-l -dot- com
[mailto:techwr-l-bounces+tjohnson=starcutter -dot- com -at- lists -dot- techwr-l -dot- com]On
Behalf Of Jennifer_Gidner -at- Dom -dot- com
Sent: Thursday, February 16, 2006 4:09 PM
To: techwr-l -at- lists -dot- techwr-l -dot- com
Cc: Helen_Carter -at- Dom -dot- com
Subject: Customer Satisfaction Survey
Hi all,
Our small (2-member) Technical Writing shop has been told that we will
be
measured this year by the results of a customer satisfaction survey that
we
must create. Yikes!
We need good numbers to justify expanding our group and to prove that
TWers
really DO provide a valuable and necessary service. I am desperately
seeking hints/help from anyone who has created such a survey in the past
(or anyone who has any ideas, really)!
Such as, what are good questions? What is a good scale? I've searched
the
archives and noticed a small debate on using an odd or even number of
questions....
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