2. Designing the questionnaire
The layout and size of the questionnaire are important, probably just as much as the relevance of the questions. Perhaps, as some believe, there is a correlation between questionnaire presentation and the survey return rate.
2.1 Structuring the questionnaire
ToolIt's a good idea to start your questionnaire (Tool Example of a customer satisfaction survey ) with...
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Designing the questionnaire
Determining evaluation scales
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Reference standards
ISO 9001 – Quality management system – Requirements, ISO, AFNOR Standardization
ISO 9000 – Quality management systems – Fundamentals and vocabulary, ISO, AFNOR Normalisation
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