Customer Satisfaction Survey

Part I

Compose a brief survey with 6 survey questions and a rating scale. You may have no more than one open-ended question.

For guidance on how to write effective survey questions, search keyword: “See attachment :

Janes, J. (1999) ‘Survey construction’, Library Hi Tech, 17(3).

Part II

Write a two- to three-page paper, typed and double-spaced, in which you discuss the following components:

1.What are the survey questions designed to measure and why did you choose to measure these components?

2. What method will be used to analyze survey feedback?

3.How will this survey information be used? What levels of the organization will see the results?

4.What change implementation or initiatives will the survey results drive?

5. What tactics will be used to encourage survey participation?

****Often, front line teams pushback on the accuracy of survey results measuring their performance.

****How will you address the challenges associated with survey validity based on response rates and customer tendencies?

Include a minimum of three sources