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Re: Need suggestions for TW customer satisfaction survey
Subject:Re: Need suggestions for TW customer satisfaction survey From:LDurway -at- PAV -dot- COM Date:Wed, 25 Aug 1999 10:58:24 -0500
For articles on reader surveys, see
* the August 1997 (vol 44 number 3) issue of the STC journal,
Technical Communication;
* Nov 98 (vol 45 number 4) Technical Communication;
* June 1999 InterCom (magazine for the STC).
I just did a survey. First one. Had two sections. The first polled for
measurable answers (answer good or bad on a scale of 1 to 5). These
questions give me a general idea of how well I was doing, and they provide a
metric to compare to future surveys.
The second section of my survey polled for general comments about topics
that needed to added or improved, plus a section about which topics they
visited the most in the manuals. As far as statistical validity goes, these
"open comment" and "usage frequency" questions don't generate a lot of
statistical stuff, but they were great for showing where the problems &
vital spots were.
