ManagementMania AppMania EduMania JobMania BusinessPages


What is Satisfaction Survey
Satisfaction Survey methods are used everywhere, where it is possible to obtain an opinion of a particular person. They are aimed at identifying customers' subjective perceptions of the services or products, or they are used in determining employees satisfaction.

Satisfaction Survey methods are used everywhere, where it is possible to obtain an opinion of a particular person. They are aimed at identifying customers’ subjective perceptions of the services or products, or they are used in determining employees’ satisfaction. It is one of the inputs for the control. Satisfaction survey is part of a feedback loop since it provides some of the quality indicators.

The methods can use various forms and ways of detecting satisfaction:

  • Personal (e.g. interview)
  • Written (e.g. questionnaire)
  • Anonymous (no names)
  • Regular
  • Random

Customer satisfaction survey methods are focused on customer satisfaction with the products or services:

  • Mystery survey methods of service quality and customer satisfaction
    • Mystery shopping
    • Mystery client
    • Mystery call
    • Store checking
  • Quantitative survey methods of customer satisfaction:
    • Omnibus Method
    • CATI Method (Computer Assisted Telephone Interview)
    • CAWI Method (Computer Assisted Web Interview)
    • CAPI Method (Computer Assisted Personal Interviewing)
    • PAPI Method (Pencil and Paper Interviewing)
    • Questionnaire survey in the field - field-assisted data collection
    • In-hall tests, In-store, In-home - assisted data collection in a particular place
    • CLT Method (Central Location Test)
  • Qualitative survey methods of customer satisfaction:

    • Observation
    • In Depth Interview - individual interviews
    • Focus Group Method
    • include all mystery methods

Employee’s satisfaction survey methods is contrary focused on different aspects of their work:

Related terms and methods:

Related management field:

previous next
Did this article help you?
Rating:
Last update: 29.07.2015

Comments

Natalie Joshua about 1 month
Was this helpful?
Rating:


To enter the discussion you must be signed in

Sign in


Related consulting companiesmore...