Organisation: Customer Care Institute
Category: Customer Survey
Description: Customer Satisfaction Survey Design and Survey Data Analysis Workshop
Dates:-
August 11-13, 2008 Platinum Hotel, Las Vegas, NV
October 28-30, 2008 Hilton Indian Lakes Resort, Bloomington, IL
December 9-11, 2008 Forefront Conference Center, Waltham, MA
Workshop Leader
Dr. Frederick C. Van Bennekom, author, Customer Surveying - A Guidebook for Service Managers
Targeted Audience
This workshop will be most valuable to Supervisors, Managers, Directors and Vice Presidents working in:
Customer Care
Customer Service
Consumer Affairs
Call Centers
Help Desks
Field Service
TeleServices
Customer Satisfaction Survey Design Overview
Customer surveys are a consistently popular tool for tracking quality of service delivery and researching customer needs. If executed correctly, customer surveys are an invaluable performance indicator which can help you shape the future of your business. However, if done incorrectly or poorly, customer surveying can quickly steer an organization off-course and into serious trouble.
This workshop provides attendees essential information for conducting a valid survey program, especially a valid survey questionnaire, and the opportunity to get specific feedback on your survey instrument. Workshop participants will learn:
How to identify which aspects of the service process to measure
Critical elements of a survey instrument
Crucial considerations when constructing and strategically wording survey questions
Options for question formats and corresponding scales
How to compare various administration efforts, with particular emphasis on new electronic surveying methods
Response rate requirements
Techniques for boosting response rates
On the second day of the workshop, the group, led by Dr. Van Bennekom, practices its newfound skills by critiquing questionnaires each person brings to the class. You will come away from the workshop with specific improvements to your questionnaire.
For service organizations considering outsourcing customer surveying efforts, this course will provide valuable information for selecting the right vendor and how you can be a successful client-partner in the surveying process.
Price: USD $1,795.00
Contact: Customer Care Institute
17 Dean Overlook, NW
Atlanta, GA 30318
USA
Email :
info@customercare.com
Webmail :
http://www.customercare.com
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