if your researching on customer's perception of e service quality for a company?

Question

What will be your aims and obejctives

Answer 1

The survey will give you a baseline of how they rank you on a number of items (you make your list ...accuracy, speed, friendly, easy to use etc.). You also should ask how important each factor is to see which factor driver their perception of quality...some will be more important than others. From this you will see how you rank and you can even ask four questions that are part of the American Consumer Satisfaction Index and take the results and compare your score to others in the same industries. You can drill down with specific questions to see what will move your scores. For example, you might have questions on that indicate that you are perceived as customer friendly. Drill down questions can tell you that customers have a problem with your Website or phone system. Your objectives end up being to find how you can change your policies, procedures, products, services, employee training etc. to improve your quality of service and perhaps even your product.+