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A basic questionnaire in Thai. A questionnaire is a research instrument that consists of a set of questions (or other types of prompts) for the purpose of gathering information from respondents through survey or statistical study. A research questionnaire is typically a mix of close-ended questions and open-ended questions.
Many customer satisfaction studies are intentionally or unintentionally only descriptive in nature because they give a snapshot in time of customer attitudes. If the study instrument is administered to groups of customers periodically, then a descriptive picture of customer satisfaction through time can be developed ("tracking" or cohort study).
A company's ACSI score is derived from three manifest variables (i.e. survey questions) within the ACSI questionnaire, each rated on a 1-10 scale by the respondents interviewed for that company, government agency, or other organization: [7]
For B2B customer satisfaction surveys, where there is a small customer base, a high response rate to the survey is desirable. [34] The American Customer Satisfaction Index (2012) found that response rates for paper-based surveys were around 10% and the response rates for e-surveys (web, wap and e-mail) were averaging between 5% and 15% - which ...
What is often referred to as "adequate questionnaire construction" is critical to the success of a survey. Inappropriate questions, incorrect ordering of questions, incorrect scaling, or a bad questionnaire format can make the survey results valueless, as they may not accurately reflect the views and opinions of the participants.
The data for the Kano model typically is collected via a standardized questionnaire. The questionnaire can be on paper, collected in an interview, or conducted in an online survey. For the latter, general online survey software can be used, while there also are dedicated online tools specialized in the Kano model and its analysis. [14] [15] [16 ...
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