Monitoring & Evaluating Customer Care - Face-to-face interviews Flashcards

1
Q

What is a face-to-face interview?

A

A face-to-face interview involves the interviewer and the customer sitting down together and the interviewer asking the customer a series of pre-set questions about what they think about the customer service they experience.

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2
Q

What are 2 advantages of a face-to-face interview?

A
  • They allow for more private or personal questioning compared to focus groups.
  • Allows the organisation to have 2-way communication and directly gain the views of customers - instant feedback.
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3
Q

What are 2 disadvantages of a face-to-face interview?

A
  • Customers may not give an accurate picture of their experience in front of a member of staff to avoid embarrassment, especially if the service is poor.
  • They can be longer and therefore more time consuming to collect enough information.
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