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Posted by Joanne Dickinson on June 27, 1998 at 20:03:33:
In Reply to: Customer Satisfaction Surveys posted by Peggy Rawlings on June 25, 1998 at 16:01:06:
I have been doing customer satsifaction surveysfor about 6 years. About two years ago, starting conducting e-mail and then web surveys.
Decisive Surveys - is dependable and offers a variety of scales. I have Lotus ccMail and the e-mail feature works well with it. However, a caution "spam and flames." Bulk e-mails (regardless of purpose) are considered breaches of netiquette. I now use this survey for internal surveys only, despite its suggestion for pre-notification e-mails. They are still "bulk" e-mails and there is software out there to block them.
SurveyPro - is very much like Decisive Survey except I use it to create html surveys. This is great, but you need a programmer to write a .cgi script to collect results.
Neither of these survey softwares puts out a printed report. Both provide charts, statistics, and lists on the screen and you must copy them to your clipboard and then paste and reformat them in your word processing software.
And, I use them in parallel with printed and/or mailed surveys because believe it or not, the respondents answer differently between online and paper. And, too, despite their education, even the simplest of directions are not always followed by the respondents.
Subject: Re: Re: Customer Satisfaction Surveys