- Course Introduction
- Chapter One
- Chapter Two
- Course Conclusion
- Course Diagrams
- Course Template - Customer Service Survey Example
- Course Template - New Product Survey Example
- Course Template - Restaurant Survey Example
- Course Template - Retail Survey Example
- Course Quiz: Creating and Leveraging Customer Surveys
What you'll learn
- Learn from someone who has implemented dozens of different types of surveys to augment competitive intelligence programs
- Ability to contact instructor for assistance after course completion
- Understand survey stats and facts from organizations
- Best practices for question creation leveraging key performance indices
- Question structure analysis
- Qualitative and quantitative question structures
- Defining call to action and timing of surveys
- Survey frequency testing
- Best practices for feedback analysis
- Interpreting key indice trends
- Implementing a closed-loop process
Description
In this competitive landscape, when everyone is trying to capture your customer’s attention and consumers are selective in engaging with brands, a well-designed and executed survey not only helps you get your customers mindshare, but also puts out the message that you care and need their critical input. Secondary research can be a critical addition to your primary research initiatives.
To provide excellent customer experiences, organizations must listen to their customers, and one of the primary means they have of doing so is through customer surveys. Such surveys, however, are of little use if their response rates are low (industry response rates hover below 10%). The response rate has a direct bearing on the usefulness of any survey.
This online course outlines some best practices an organization can employ to help generate survey effectiveness and increase response rates. In it you’ll find best practices for question creation, survey construction and execution, and feedback analytics. You’ll also learn about best practices for customer satisfaction, closed incident surveys, and key feedback reports. This course will identify all the critical aspects in creating, launching, and tracking a survey process as a means of capturing customer sentiment. Leverage these concepts in your organization today and fine tune your customer satisfaction surveys.
About the instructors
- 4.27 Calificación
- 996 Estudiantes
- 7 Cursos
Glen Brynteson
Business Owner, Thought Leader, Author, Speaker, Strategist
Glen Brynteson built his first professional services firm into a multinational consultancy by building unique solutions to clients’ unmet needs. Almost 20 years later, Mr. Brynteson has never stopped working to get closer to his customers to better understand their challenges and to identify solutions that work to complement the decision-making process. As CEO of Market Awareness, he provides strategic leadership for a company based on a dedication to personally serving the unique Voice of the Business (VoB) needs of companies seeking to outperform and outmaneuver their competition.
In 2012 Market Awareness' customers were asking for intelligence training solutions to rollout to their national and international teams. Seeing a massive gap in the intelligence education arena, Mr. Brynteson assembled an experienced team to create interactive training solutions based on their extensive experience on implementing those intelligence solutions for organizations. In 2014 he formed VoiceoftheBusiness Academy to provide Business Intelligence online certified training solutions.
Student feedback
Course Rating
Reviews
Good
very good
Short and concise. Like a good survey question. :)
very informative course