The following introduces the design method and steps of the questionnaire:
(A) the design ideas of the questionnaire First, the purpose of customer satisfaction index evaluation is clear:
1. Understand customers' needs and expectations, investigate customers' perception of quality and value, and formulate quality standards;
2. Calculate the customer satisfaction index and identify the customer's attitude towards the product;
3. By comparing with competitors, the advantages and disadvantages of the organization are clear. Secondly, turn the four-level index into a question on the questionnaire. Finally, the designed questionnaire is pre-investigated. Generally, 30-50 samples are selected and interviewed in the form of face-to-face or telephone interview. In addition to understanding customers' attitudes towards products or services, we can also understand their views on the questionnaire and make modifications.
(2) The basic format of the questionnaire generally includes introduction, instructions for filling in the questionnaire, questions and basic information of the respondents.
Examples of opening remarks
Dear users:
Hello! We are xxx company, and we conduct a survey on customer satisfaction. The purpose is to get everyone's objective evaluation of the company's products and services, so as to continuously improve and make users truly satisfied.
Thank you for your participation and cooperation! For each valid questionnaire, we will give the respondent a practical gift.
Fill in the questionnaire description
In order to standardize the answer sheet and make it easy to sort out statistics, it is generally required to answer questions, such as:
Please tick "√" in the item box you think is appropriate, or fill in the text at the intersection.
question
Questions in the questionnaire can be divided into three types: closed, open and semi-open.
1, closed question
True or false. Generally speaking, the answer is yes or no, yes or no.
Do you use quality management software? Yes or no
Multiple choice questions give three or more answers, and respondents can choose one or more answers.
Example 1 What kind of quality management software do you want most?
Tool-based, multimedia training, e-book, network-based
Example 2 Which of the following do you want quality management software to contain?
Quality management methods, ISO9000 implementation guide, excellent enterprise experience, various forms and document templates.
Respondents are free to express their views without giving an answer.
You have purchased _ _ _ _ _ sets of quality management software.
Example 2 What do you think the software is helpful to work _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _ _
3, half open and half closed
It is common to add open answers after closed options.
The reason why you bought this software is
Busy work, need ready-made tools, need low-cost and rich training materials. Other reasons _ _ _ _ _ _ _ _