WidgetTech, technology industry, technology, customer satisfaction, customer support, customer loyalty, customer database, NPS Net Promoter Score, survey, customer, customer experience
WidgetTech is a leading technology company that specializes in manufacturing and selling cutting-edge widgets. Over the past few years, WidgetTech has experienced a significant drop in customer satisfaction scores. Their customers, who come from a wide range of industries, have reported issues related to product quality, customer support, and timely delivery. WidgetTech's management is concerned about these declining satisfaction levels and is determined to identify the root causes and implement necessary improvements to regain customer loyalty.
[...] Question Order: The questions will be organized as follows: Introduction: An introductory section that explains the purpose of the survey and assures respondents of anonymity. General Satisfaction: Questions to gauge overall satisfaction and loyalty. Specific Departments: Questions about product quality, customer support, and delivery services. Open-Ended Questions: Allow respondents to provide additional comments and suggestions. Demographic Questions: Collect demographic data (e.g., industry, company size) and other relevant information. Rationale: The introduction builds trust and informs respondents about the survey's purpose. [...]
[...] Measure the overall level of customer satisfaction. Evaluate the performance of various departments within the company, including product quality, customer support, and delivery services. Gather suggestions and feedback from customers on how WidgetTech can enhance their experience and resolve any issues. Your mission: You are to write a report to the direction, explaining your whole methodology for the survey and also as far as the questionnaire is concerned. And of course, including the whole questionnaire itself. Elements of correction Methodology: WidgetTech needs to carefully design the survey methodology to ensure accurate and actionable results. [...]
[...] Mention a clear timeline for the survey, including the start and end dates, to create a sense of urgency. Include a reminder strategy for non-respondents to improve response rates. Plan for data analysis and reporting, specifying how the results will be used to make necessary improvements. This case study provides a scenario for to work on, with clear objectives, a well-justified methodology, and a suggested question order. It encourages to think critically and apply your knowledge of survey design and methodology. [...]
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