Description
Scenario: You are a customer service center manager for Netflix, and you have been tasked with creating a customer satisfaction survey to evaluate customer interactions with call center representatives. Consider the types of calls and the best-practice experiences that you will want to measure.
Part I
Compose a brief survey with 6 survey questions and a rating scale. You may have no more than one open-ended question. For guidance on how to write effective survey questions, search keyword: “Survey Construction” in peer reviewed resources from the West Online Library and read the following article:
Janes, J. (1999) ‘Survey construction’, Library Hi Tech, 17(3).
Part II
Writea two- to three-page paper, typed and double-spaced, in which you discuss the following components:
- What are the survey questions designed to measure and why did you choose to measure these components?
- What method will be used to analyze survey feedback?
- How will this survey information be used? What levels of the organization will see the results?
- What change implementation or initiatives will the survey results drive?
- What tactics will be used to encourage survey participation?
- Often, front line teams pushback on the accuracy of survey results measuring their performance. How will you address the challenges associated with survey validity based on response rates and customer tendencies?
Include a minimum of two sources, which may consist of readings from the University Library, your text, and other selections.
Explanation & Answer
Attached.
Running Head: CUSTOMER SATISFACTION SURVEY
Customer Satisfaction Survey
Name
Course
Tutor
Date
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CUSTOMER SATISFACTION SURVEY
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Part 1
Netflix is one of the few companies that gives its customers an A-game when it comes to
customer experience. The company has an equipped system that enables it to satisfy its
customers and through which it recommends movies and shows. Below is a customer satisfaction
survey to help improve service delivery.
1. How often do you stream content online through Netflix?
Everyday
Once in a week
More than once in a week
Never
2. What portal do you use to stream content at Netflix?
Apple TV
Smartphone
Xbox
Internet
Internet-ready TV
.
CUSTOMER SATISFACTION SURVEY
Others
3. How often do you use your Netflix subscription?
Daily
Weekly
Monthly
Never
4. What do you use with your Netflix subscriptions the most?
Movies
TV shows
Both
Not applicable
5. How would you rate Netflix on a rate of 1 to 5 (1 for very bad – 5 for very Good)
1
2
3
.
3
CUSTOMER SATISFACTION SURVEY
4
4
5
...