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 …

Can You Sell $10B by Focusing on Customer Experience? (short post)

In 1997 (yes, 21 years ago) Steve Jobs made the case very vividly at the WWDC (developer's conference) in the most eloquent way possible. It's the customer experience, my friend.  It's the customer experience. (if you want more on the setup to this question, asking Steve Jobs why they were killing certain technologies - which …