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Posted by Heather Press on July 14, 1998 at 18:52:03:
In Reply to: Employee Satisfaction/Opinion Surveys posted by Susannah Causier on July 01, 1998 at 16:56:08:
This is the most valuable information any company can obtain. The question (as stated by both Bill and Michael) is whether anyone will follow through with the information once gathered. We have discovered that companies (including all levels of management) act on information more frequently if they believe in the accuracy, reliability, and validity of the information. Also, the information must be easy to understand - not just lines of opinions. Finally, the type of information obtained, must be usable. Complaint hot lines, survey cards, focus groups, and interviews all acknowledge the need to know about customer satisfaction, but do not satisfy the need itself. Many customers will not complain because they want to avoid confrontation. We have found a convenient, non-confrontational survey forum for many customers - the automated survey. You may want to consider it.
Subject: Re: Re: Employee Satisfaction/Opinion Surveys