You work for a Tele-Marketing firm that specializes in in-bound calls from consumers who have questions regarding their credit cards. You have been asked to create a customer satisfaction survey for your organization, and create a Likert-style survey for callers to complete. Your boss informs you that he is getting a lot of heat from the Corporate office as some consumers have written letters to the President of the company expressing their dissatisfaction with the service provided by your call-center site. Your boss states he has been told to develop and begin administering a customer satisfaction survey, with it being rolled out in two weeks. Your boss also informs you that the Likert-style survey should be at least 10 questions in length, with five choices for consumers to select from: Very Unsatisfied, Unsatisfied, Average, About Average, and Exemplary.  

Your boss also informs you that any response on any of the ten questions that is less than Exemplary will be negatively viewed by the Corporate Office. Your boss states you need to take that into account when designing the wording of the survey to ensure consumers filling it out answer all questions as Exemplary, as his job and probably your job depend on it. 

Questions to address when developing your response to this Discussion Question:

1. What concerns do you have with the direction you have received from your boss?

2. What is the purpose of the survey you have been asked to develop?

3. How will you ensure consumers filling out the survey answer all questions as Exemplary?

4. What ethical concerns do you have with this job assignment?

Answer rating: 100% (QA)

Addressing the situation at hand with the direction received from your boss in developing a Likertstyle survey for the TeleMarketing firm lets break i... View the full answer