Design and document a customer service survey-a set of at least six questions-that might be administered to your customers (either internal or external customers). Use a PC to set out and format the questionnaire and submit the entire document to your assessor. You might find it beneficial to consult with colleagues, employees and other stakeholders when constructing the survey sheet. If you do this, please record the consultation and submit your notes along with the rest of the activity results. Explain who you will deliver the survey to. Will you survey a whole population or a population sample? If you survey a large number of people, how will you stratify your survey group? Remember, that if your survey group is too small, your results will be meaningless. If it is too large, the survey will be unwieldy.
Your survey will be designed to determine customer needs, wants and expectations (remembering the differences between needs, wants and expectations) and to determine whether the product/ service or bundle you offer meets those specifications. Explain:
- How you would administer the survey and how you would encourage customers to complete the survey sheet.
- How you think customer responses to the survey questions would aid in diagnosing any problems your organisation might have in matching service delivery to customer needs and expectations.
- How the survey results might be used to develop options for improved service and to provide relevant and constructive advice promoting the improvement of customer service delivery.
Once you have administered the survey, collect the results and collate them. Report on the results using tables and graphs where appropriate.
Summarise the results:
- Were there any surprises and what were they?
- How will you communicate this information and to whom?
- Why is it important for these people to know the results of the survey?
- What is its importance to you, your division and your organisation?
- How can this information be used to increase your market share?
Submit to your assessor:
- a copy of the survey questions
- a description of how it was administered and who it was administered to
- a statement of the number of people who responded and the percentage response
- the collated and summarised results
- a copy of the report you generated and the answers to the questions relating to the results and report