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Posted by Sherman Whipple on February 08, 2000 at 13:57:28:
In Reply to: Cust Sat Survey posted by Craig on February 08, 2000 at 13:31:06:
I suggest you do it both early and late (and possibly in the middle) of the instrument with variatioins in the phrasing or form. Assuming a blind test, the first presentation should be generic (ie. Indicate the satisifcation with your current provider/product/service). Your second measure would test the inverse response or degree of dissatisfaction but, again general. Then your final would be a satisfaction rating of specific providers/products/services using a scale and list in a table. The correlation of the three will add a valuable dimension to your insight.
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