Scenario: You are a customer service center manager for Netflix, and you have been tasked with creating a customer satisfaction survey to evaluate customer interactions with call center representatives. Consider the types of calls and the best-practice experiences that you will want to measure.

Part I

Compose a brief survey with 6 survey questions and a rating scale. You may have no more than one open-ended question. For guidance on how to write effective survey questions, search the keyword: “Survey Construction” in peer-reviewed resources from the West Online Library and read the following article:

Janes, J. (1999) ‘Survey construction’, Library Hi-Tech, 17(3).

Part II

Write a two- to three-page paper, typed and double-spaced, in which you discuss the following components: What are the survey questions designed to measure and why did you choose to measure these components? What method will be used to analyze survey feedback? How will this survey information be used? What levels of the organization will see the results? What change implementation or initiatives will the survey results drive? What tactics will be used to encourage survey participation? Often, front line teams push back on the accuracy of survey results measuring their performance. How will you address the challenges associated with survey validity based on response rates and customer tendencies?

Answer rating: 100% (QA)

Some companies prefer to elicit customer responses that are either black or white In our thumbsup thumbsdown quick media culture customers have no trouble taking a moment to rate their experience as e... View the full answer