Tag Archives: Survey Design

Part 1 cont. – Brand, product or service

When I am designing the key metric question (customer satisfaction or loyalty), I take a look at what I want to improve first.  These questions can be asked at multiple levels – each will mean something different to my customers and each will give me different information to drive improvements.

Brand – Product – Service

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NPS Survey Levels

I had a call with a colleague in the customer experience field today.  He had some very good questions about how to decide the focus of your NPS survey.  It was an interesting discussion and I thought it worthwhile to share with you in my blog, perhaps as a series.  I’m going to tackle the survey design questions in this blog.

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