1. Identify the conditions for a successful survey

There is no universal model for customer surveys that is guaranteed to be effective. So, to ensure a satisfactory return rate, enabling objective conclusions to be drawn about the level of customer satisfaction, certain conditions for success must be met.

The following questions should help you make your choice:

• Who are our customers? What are their professional cultures (field action culture, consulting culture, industrial culture, service culture, administrative culture, etc.)?

• What resources and means do we have to carry out this survey?

• How will the survey be administered (mail, e-mail, computer application, etc.)?

• How will the results be analyzed and communicated?

A questionnaire...