Escolar Documentos
Profissional Documentos
Cultura Documentos
Customer satisfaction and & customer relationship management Overview Three types of questionnaires
Rules to launch a questionnaire Objective (identification of the target direction of investigation) Identification of the target market Making up the list of questions;table with the possible questions; How the questionnaire look like? How many copies are they needed? How is the optimum solution for distribution? How will we collect the answers? Sorting the answers The Report and the Conclusions Planning Making up de plan for measures How can we raise the neccessary funds? Does we need for publicity? If yes, which is the best media? Follow-up to accomplish the measures
Launching a new questionnaire for a new evaluation, after implementing the measures.
This is the same for both kind of questionnaire. the existing passengers, which can be restricticted to: those coming from a certain area students housekeepers, etc the existing passenger + potential ones (which can be also devided as above) the potential ones
The initial list will be as long as possible; then you can cut those questions which are not so relevant to your objective & target market.
As we want that a questionnaire (no matter the type) to be credible, to represent a solid base for further measure implementation, they must spread to as much possible citizens as possible; statistically speaking the min number of them are: The questionnaire 2% of the target market, or 0,5 1% from the total number of annual passanger travels. The rate of the answers received is 100%, as the result of the way to fill in the questionnaire The opinion survey About 25% of the target market, or 5% from the total number of annual passanger travels. The rate of the answers received is 5 - 6%, as the result of the way to fill in the questionnaire
Second stage