Surveys Done Right – Part 4 – EFM Best Practices

and, the final part of the four-part series on surveys lessons learned and best practices.

ping me for updates, these are 10 years old and likely need some touch up and personalization… but still read true for the most part.

Surveys Done Right – Part 4 – EFM Best Practices

Ok, final part of this series.

We so far have covered point-of-service surveys, customer-satisfaction surveys, and best-practices for surveys.  On to the best way to implement enterprise feedback management in your organization.  This is a set of best practices I use with all my clients to get them to understand what is the best way to adopt an Enterprise Feedback Management initiative.  Since I was told the previous posts were too long – on to the rest of this!

Most organizations embark on feedback management programs with no clear objective or purpose, except to simply collect information from the client. This results in long, rambling surveys, improperly worded questions and poor response rates. More importantly, it results in an annoyed customer who must put up with an ill-prepared organization as well as valuable feedback being discarded because…

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Surveys Done Right – Part 3 – Survey Best Practices

part 3, four part series on doing surveys right, reblogging before it disappears, 10 years later

if this needs updating, ping me. glad to chat.

Surveys Done Right – Part 3 – Survey Best Practices

OK, on to part 3 – best practice for surveys.

I have been working on and off on this topic for a while, updating it and making sure it was still valid.  This is the knowledge I have gained over the years of doing surveys.  Enjoy, and do let me know what you think of it.

Know What You Want. It is essential to know before crafting the survey what information you need to get out of it. Most surveys look for customer satisfaction, others are trying to determine how to improve the delivery of service. Yet others may be trying to determine the effectiveness of a certain service or program. The most important thing to know is that each of these goals should be unique and single – one survey per goal, with documentation before you release it.

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Surveys Done Right – Part 2 – Customer Satisfaction

part 2, saving content before it goes away forever.

surveys, four parts blog experience from 10 years ago

Surveys Done Right – Part 2 – Customer Satisfaction

I have been dreading writing this entry since I came up with the idea for the series (have you read part 1 yet?).  It is not that I don’t know what to say, or that I don’t want to do it.  It is simply that my fear of providing “sample” survey that will later become “real surveys” for all people without customization or personalization really, really takes hold in this arena.  I mean, who has not had to write a customer satisfaction survey in the past?  It is probably the most used, misunderstood, and poorly implemented of all surveys out there.

If we go by the surveys that I have seen, customer satisfaction surveys should only have one question since that is what most people care about anyways: “overall, how satisfied are you with us?”.  It seems that if the customer…

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Surveys Done Right – Part 1 – Point-of-Service Surveys

10 years later, and saving the content before it disappears.

four part series on Surveys (back when I was deep into this) with interesting ideas that still apply.

ping me for updates, if you want to chat about this.

Surveys Done Right – Part 1 – Point-of-Service Surveys

I am going to break some very old rules of mine to write this post.  Ever since I introduced the three-layer model for surveys while at Gartner (point-of-service, customer-satisfaction, planning) I have been getting requests for “sample questions”.  I have maintained, and continue to do, that I cannot provide sample questions since all questions need to be created according to the situation, respondent base, strategy and vision for your feedback initiative, as well as the standards and rules you set for your surveys.  Of course, they also have to be personalized to respondent and situation, and be written to match delivery and collection channel.  This is as basic as it gets when writing surveys.  My concern / problem is that when someone gets “sample questions” they become “THE questions” without further tinkering, and that is just wrong.

So, the counterpoint to…

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The Evolving Role of Customer Service: Your Questions

While my blog was being "reworked" (read: unhacked), I posted in Linked-In about the webinar I did last week with Microsoft. That was the first of a three-webinar series on the challenges affecting customer service these days and for the next couple of years.  The first webinar was on the evolving role of customer service …

Evolution of AI Research Over The Last 25 Years (link)

From the Inside AI newsletter (register here, if interested) MIT Technology Review analyzed the last 25 years of AI papers published in arXiv, one of the largest open-source databases for scientific papers. By downloading the abstracts and tracking words, the team surfaced three distinct trends: a shift toward machine learning in the late 1990s and …