Org Excel logo Title: Organizational Excllence
   Customer Surveys   Star image
  | About Us | Contact Information | Site Map | FAQs | Archive Files |


Evaluating Customer Service

The Methods Overview Table below represents and summarizes suggested methods in collecting customer service data for your organization.  For each method, a link is provided outlining further details and the process of data collection for that method.  Cost are determined by selecting from the various options and services in each method.

The first column in the table contains the name of the method. For each method, a comparison is made on several factors.   These factors are described in general below:

  • Cost: Relative cost values are assigned to each method and related strategy on a cost scale of low, medium or high.
  • Sample: Two different sample strategies are provided.   The open method represents a strategy where anyone (self selection) can access the survey.  The second strategy uses a more defined approach (statistical sampling) where survey respondents are selected and assessed using standard survey practices.
  • Distribution: The table provides a comparison of the different distribution methodologies for each sample strategy.
  • Custom: A "yes" response reflects that the survey can be customized to suit specific customer groupings.
  • Pro(s) and Con(s): General strengths and weaknesses of the surveying strategies are given.

Methods Overview Table

Methods Cost Sample Distribution Custom Pro(s) Con(s)

Web
Based

Computer.gif (2833 bytes)

Low Open Web link available from web page or printed on publications, general mailings, letters, etc... YES * Accessible to   public
* Wide participation
* Use existing publications
* Requires web access
* Sampling strategy
Defined Web link provided to a specific group via an existing  mailing or is provided to a defined population YES * Use existing mailings or e-mail distribution lists
* No return mailing time
* Requires web access
Point of
Contact

Customer.gif (4479 bytes)
Low Open Survey available at facilities or point of contact.  Respondent completes survey via the web YES * Accessible to customers
* Wide participation
* Distributed at  point of service
* Allows for customization
* No return mailing time
* Requires web access
* Sampling strategy
Medium Open Survey available at facilities or  point of contact.  Survey is returned via business reply mail NO * Accessible to general public
* Wide participation
* Distributed at  point of service
* Sampling strategy
* No customization
* Return mailing time
Mail
Mail.gif (2697 bytes)
Medium Defined Survey mailed to defined population and respondents reply via the web YES * Able to select a sample
* Avoid return mailing cost
* Requires web access
* Return mailing time
Medium Defined Survey is mailed to defined population and is returned via  business reply mail YES * Able to select a sample
* Does not require web access
* Cost
* Return mailing time

Phone*
womenphone.gif (3226 bytes)

High Open Telephone number (toll or 800) printed on publications, general mailings, letters, etc... YES * Accessible to general public
* Distributed on existing publications
* Does not require web access
* Sampling strategy
* Cost
* Time consuming
Defined Telephone number (toll or 800) provided to a defined population or group phone polled

YES

* Does not require web access
* Participant can ask questions
* Direct calling
* Time consuming
* Cost

Focus Groups* focus.gif (4111 bytes)

High Define Customer group is invited to provide feedback in a controlled setting with a moderated discussion. YES * In-depth analysis
* Qualitative data
* Cost
* Time consuming

* We don't directly provide these services,  but can offer referrals to organizations and consultants.

Return to the
Customer Service Homepage