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ERIC Number: ED453700
Record Type: Non-Journal
Publication Date: 1995-May
Pages: 23
Abstractor: N/A
Reference Count: N/A
Customer Feedback: A Framework for Action.
Micceri, Ted; Takalkar, Pradnya; Waugh, Gordon
This paper is designed to identify effective methods and to lay out steps that can be used in a customer feedback survey process. In order for the results of any customer survey to stimulate useful changes in an organization, it is essential that the support of key players be present from the beginning. Developing a customer feedback process is a multilevel process that begins with defining the services provided and the priorities the organization and its customers assign to each service. Identifying the primary objective of the survey process and assuring that the information will be used are key steps. Some suggestions are given for conducting broad surveys, specific activity surveys, spot surveys, and process analysis. At each of these survey levels, there are areas that can be assessed, including people, processes, information, and outcomes. Some specific survey techniques are outlined, and sampling issues are discussed. Attachment A discusses method to identify and prioritize services, and Attachment B contains an example of a survey used in a campus study. (SLD)
Publication Type: Reports - Descriptive; Speeches/Meeting Papers
Education Level: N/A
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A