Whilst resulting in a higher response rate than postal surveys telephone

Whilst resulting in a higher response rate than

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to-face interviewing. Whilst resulting in a higher response rate than postal surveys, telephone surveys often attract a higher level of refusals than face-to-face interviews as people feel less inhibited about refusing to take part when approached over the telephone. 1. Develop a customer survey Based on the areas identified in the task instructions (ie quality of service, ability to meet timelines, staff performance and cost of services), develop a customer survey. Your survey should include at least 10 questions. You may also include rating criteria for customer to rate their responses. Send the customer survey to your assessor via email. Your email should outline the purpose of the survey and include your recommendations on how often the survey should be administered and by what method based on the research you undertook. You should include a clear rationale for your recommendations. You need to ensure your survey is: Typed and written in clear and concise English Developed according to the instructions above.
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Part B: 1. Analyse and report on scenario information. Review the scenario information and analyse the results of the survey as follows: An analysis of the results against industry benchmarks for overall customer satisfaction, ease of doing business and customer loyalty. 300 survey emails were send out, of that 49 customers replied: Overall satisfaction 42% according to the report (I believe it is 53% because if it was 49 surveys and 26 was totally satisfied then it is 49 x 53% = 26) Ease of doing business is 47% according to the report (I believe it is 41% because if it was 49 surveys and 20 say easy to business with company then it is 49 x 41% = 20)
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Customers who said they would use company again 72% according to the report (I believe it is 84% because if it was 49 surveys and 42 will do business with company again then it is 49 x 84% = 42) Customers who said they would recommend company to others 63% according to the report (I believe it is 78% because if it was 49 surveys and 38 will recommend company to others then it is 49 x 78% = 38) Comments and suggestions made was: a.
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