Filing away some other bits of paper I came across a little survey my son filled in at nursery - his first survey (aw)! The questionnaire is from his nursery so he was 4 at the time when he filled it in, but I think it is an excellent example of a very well designed survey. It's just so simple to understand... So next time you're designing a questionnaire, the litmus test to use is can a 4 year … [Read more...]
Million futures – innovative survey design
December 3, 2008 By Leave a Comment
Hats off to the creators behind www.millionfutures.org.uk - a consultation being conducted by the Department for Children, Schools and Families (DCFS) - about views of education in the future. It's a superb presentation of six questions - the respondent can add their answers to any of the questions by writing their views on a paper aeroplane and launching it to join the others circling … [Read more...]
Fairness in business (again)
December 3, 2008 By Leave a Comment
My last post about our survey's findings - treating customers fairly was very timely... I didn't realise it was such a buzzword in the mainstream media e.g. Gordon Brown makes fairness the theme of Queen's Speech (The Times 3/12/08), but then if Gordon and Her Majesty have been reading our findings that's great :-) … [Read more...]
Are you being served (fairly)?
November 28, 2008 By Leave a Comment
Perhaps it's a British thing? Queueing and complaining, and also expecting to be treated fairly? "Hang on there old boy, that's not cricket!" We published another article yesterday entitled Treating Customers Fairly and Future Purchase Intention that looks at how customers felt they were treated when contacting/compaining about a problem and how this relates to their willingness to buy from … [Read more...]
Treating Customers Fairly and Future Purchase Intention
November 27, 2008 By Leave a Comment
The UK Customer Care Study conducted earlier this year asked UK consumers about their experience reporting a problem with a product or service they used. The survey asked customers How do you feel you were treated? The question related to the "most serious problem" that the customer experienced during the year and was asked to all those respondents who contacted the company or organisation at … [Read more...]
Why customers don’t complain?
November 13, 2008 By Leave a Comment
In the UK Customer Care Survey conducted earlier this year, we investigated the contact handling experience of consumers reporting a problem with the product or service they used. Of the 8,873 respondents who answered that they had a problem with the products or services they used in the last year (across all industry sectors), 83% contacted or complained to the organisation at fault. This … [Read more...]
UK Customer Care Study – results
November 13, 2008 By 1 Comment
At work, we've finally published the top-line findings to the UK Customer Care survey (opens in Adobe PDF). I also spent a little time looking at the reasons why customers don't complain. There is tons of data and we hope to present more results in the coming weeks. … [Read more...]
Surveys about favourite airlines
November 11, 2008 By Leave a Comment
On last night's TV Watchdog featured results from their favourite airline survey. Immediately you're thinking of British Airways adverts circa 1989 with Malcolm McLaren soundtrack (before you ask I googled it). I swear the phrase "world's favourite airline" was a Saatchi and Saatchi invention based on the number of passengers flying. Sadly I remember some pretty odd things and I remember reading … [Read more...]
Five easy steps to improve your next customer survey
October 2, 2008 By Leave a Comment
Emailing an online survey is a very cost-effective way to get useful, and timely, feedback from customers. However, it is easy to concentrate on getting the perfect questionnaire and assume your list of customer emails will simply deliver. So before you hit [Send] to email invitations for your next customer survey, read through Surveylab's five pointers below. 1. Prepare your customers to take … [Read more...]
