Customer Satisfaction

Objective

Gain experience in developing and validating a customer satisfaction survey.

This is for groups of 3-5.

Create a GoogleDoc called "Customer Satisfaction Activity" and share it with your instructor.
As a group, decide upon a piece of software that all (or most) of you use regularly. This is the project for which you will be the Customer. Once you have decided upon the project, notify your instructor before proceeding.
As individuals, write down some positive and negative experiences you have had with the product. Try to be as specific as possible. Shoot for 5-7 brief bullet points, with at least 2 positive and 2 negatives for each individual. No need for discussion here, just try to record your best and worst experiences. Do not show this to the other teams until the end.
When this is done, ask your instructor for another team's product. You will be a Customer Experience Advocate, writing a customer satisfaction survey for that product.
As a team, and using the techniques decribed in the lecture, write a customer satisfaction survey for the product you were given.
When your survey is finished, contact the other team to take your survey. Have them fill in the answers by hand, or answer verbally.
Analyze and discuss the results in your group.
As a class, discuss the results. Customers should share bullet points that were not captured in the survey. How could the survey be improved?