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.
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.
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.