BCO7002: Experience Management

BCO7002: Experience Management

Draft Survey: XXX Customer Satisfaction Survey

Name: XXX (s-------)

Introduction

Co. Intro/Business Intro/Topic Intro. In the XXX Customer Satisfaction Survey, data will be collected on the opinions of customers who have different backgrounds depending on their age level, their health condition, and their gender and personal status. In this case, the targeted audience would be people who has experience with XXX, including a sample group of 40-50 people.

Purpose

XXX Customer Satisfaction Survey to improve the quality of services provided and to fulfill customer expectations. Based on feedback collected from customer and analyse the respond, then looking for a better solution to satisfy customer satisfaction.

Method

By using the online survey tool Qualtrics to develop customer feedback survey.

Email the survey form to audiences and customers or send the survey form to customers via social media such as messenger and WhatsApp.

Face-to-face customer interview.

Nature

Keep the question simple and short and provided the answer choices with clear.

Not repeating on the same area of question.

Volunteer Customer Satisfaction survey through Qualtrics.

Setting up the online survey which can be done within 14 minutes.

All the data will be stored in the Qualtrics.

Benefit of XXX Customer Satisfaction Survey

It can be helps to gain valuable feedback from customer and let people who in charge of XXX have a deeper insight of service they provided.

It helps to understand their customers needed and expectation.

It can be analysed the data and provide the solution to deliver better customer experiences.

Risk

Lack of protection customer details protection.

The lack of sample customer group in related field.

Presence of survey Biases depend on interviewers culture, beliefs and emotion.

Results can be inaccurate if the wrong question or unclear question asked.

Questions

Theme

Simple details of customers such as name, age, gender, health condition, email and phone number.

The way to know about XXX

Timetable scheduling preferable.

Costs

The reason of why interested in XXX

Expectation and suggestion of customers

Answer

Responses Method

Multiple choices with choose one or more answer from 5 answers.

Yes or No answer.

Rating scales answer.

Short answer with 2-5 sentences.

Timeline (Grantt Chart)

Totally 21 days for the XX Customer Satisfaction Survey Project and timeline