Monitoring & Evaluating Customer Care - Online Survey

Question 1

What is a Online Survey?

Answer 1

This can be included within the organisation’s website (which may automatically pop up after an order has been placed or the website has been used for a few minutes) or a link could be emailed to customers after an order has been placed.

Question 2

What are 2 Advantages of an Online Survey?
This kind of survey is cheap compared with other methods:

Answer 2

• The technology ‘sends’ the survey automatically. Once the technology is programmed to know when and how to deliver the online survey. the distribution process requires minimal human input.
• The technology can automatically collect responses and summarise/analyse the data which saves a staff member having to do that.

Question 3

What is a disadvantage of an Online Survey?

Answer 3

• So many organisations are now using this method, customers are becoming intolerance of them and are not even attempting to fill them in, unless they are unhappy with the service.