Surveys Done Right – Part 2 – Customer Satisfaction

part 2, saving content before it goes away forever.

surveys, four parts blog experience from 10 years ago

Surveys Done Right – Part 2 – Customer Satisfaction

I have been dreading writing this entry since I came up with the idea for the series (have you read part 1 yet?).  It is not that I don’t know what to say, or that I don’t want to do it.  It is simply that my fear of providing “sample” survey that will later become “real surveys” for all people without customization or personalization really, really takes hold in this arena.  I mean, who has not had to write a customer satisfaction survey in the past?  It is probably the most used, misunderstood, and poorly implemented of all surveys out there.

If we go by the surveys that I have seen, customer satisfaction surveys should only have one question since that is what most people care about anyways: “overall, how satisfied are you with us?”.  It seems that if the customer…

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Surveys Done Right – Part 1 – Point-of-Service Surveys

10 years later, and saving the content before it disappears.

four part series on Surveys (back when I was deep into this) with interesting ideas that still apply.

ping me for updates, if you want to chat about this.

Surveys Done Right – Part 1 – Point-of-Service Surveys

I am going to break some very old rules of mine to write this post.  Ever since I introduced the three-layer model for surveys while at Gartner (point-of-service, customer-satisfaction, planning) I have been getting requests for “sample questions”.  I have maintained, and continue to do, that I cannot provide sample questions since all questions need to be created according to the situation, respondent base, strategy and vision for your feedback initiative, as well as the standards and rules you set for your surveys.  Of course, they also have to be personalized to respondent and situation, and be written to match delivery and collection channel.  This is as basic as it gets when writing surveys.  My concern / problem is that when someone gets “sample questions” they become “THE questions” without further tinkering, and that is just wrong.

So, the counterpoint to…

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Evolution of AI Research Over The Last 25 Years (link)

From the Inside AI newsletter (register here, if interested) MIT Technology Review analyzed the last 25 years of AI papers published in arXiv, one of the largest open-source databases for scientific papers. By downloading the abstracts and tracking words, the team surfaced three distinct trends: a shift toward machine learning in the late 1990s and …