Monitoring & Evaluating Customer Care - Written Survey

Question 1

What is a Written Survey?

Answer 1

These can be pre-printed forms or questionnaires posted out, emailed or posted online for the customer to complete.

Question 2

What does the Organisation seek from a Written Survey?

Answer 2

The organisation should seek to gain as much feedback as possible from a diverse range of customers in order to get a true representation of customer opinion and satisfaction levels.

Question 3

List 2 advantages of a Written Survey.

Answer 3

• Customers are given the opportunity to share their opinions - they feel valued.
• Surveys can be issued immediately after the customer has experienced the customer service, meaning the experience is fresh in their minds, helping them provide more accurate feedback.

Question 4

List 2 disadvantages of a Written Survey.

Answer 4

• They are time consuming. Written surveys need to be prepared, printed out and sent out and it may take some time for responses to be returned.
• if questions are not understood, customers cannot get instant clarification, therefore their answer may not match the question, resulting in inaccurate feedback.