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LinkedIn Learning

Using Customer Surveys to Improve Service

via LinkedIn Learning

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Overview

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Learn how to design and implement customer service surveys, and turn the data into actions that can improve service quality.

Syllabus

Introduction
  • Welcome
  • Getting the most out of this course
  • Understanding survey limitations
1. Designing Surveys
  • Establishing a survey goal
  • Exploring survey types
  • Searching for survey alternatives
  • Choosing a delivery method
  • Increasing response rates
2. Writing Survey Questions
  • Evaluating question types
  • Reducing the number of questions
  • Creating scaled questions
  • Writing effective questions
3. Analyzing Survey Data
  • Using analysis to gain insight
  • Drilling down to find answers
  • Conducting text analysis
Conclusion
  • Using insight to improve service
  • Avoiding common pitfalls
  • Next steps

Taught by

Jeff Toister

Reviews

4.7 rating at LinkedIn Learning based on 562 ratings

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