Customer Support Services Question Bank

The heart of the Question Bank is a set of well over 100 survey questions written to comprehensively address the attributes of a support service delivery event and questions that measure summary attitudes driven by the service. Each question is written for 5 scale types to provide you extensive flexibility in building your own survey instrument, whether it be an on-going transaction-driven survey or an annual relationship survey. The Question Bank also contains examples of survey program announcement notices, introductions, instructions, section headings, subject lines for email invitations and other text that is part of a survey instrument. Sample instruments are also included. Quite simply, all the tools are here for you to build a quality survey instrument.

How can you use the Question Bank to build your own questionnaire?

• First, decide what attributes of the service delivery event you want to measure.
• Second, decide on a scale type.
• Third, select those questions for that scale type from the Question Bank that measure the above attributes.
• Fourth, write the introduction, instructions, and other accompanying text using examples in the Question Bank.

But the assistance of the Support Services Question Bank & Survey Assistant doesn’t stop there! In electronic media, we provide additional, invaluable material for your survey project:

• An example of survey data analysis using an Excel spreadsheet on a sample data set, including charting the results. With this spreadsheet you can take the formulas and apply them to your own data set. It also shows an efficient, clean way to lay out your spreadsheet to simplify the analysis task.
• Survey sample size calculator in an Excel spreadsheet that allows you to determine the number of responses needed for different levels of statistical accuracy and for different “population” sizes.
• Project management templates using Microsoft Project and Excel for a typical survey project.  The template won’t match your project exactly, but it contains a comprehensive list of the tasks you might perform with ideas about the amount of time required for each task. This will help ensure your project plan is realistic, and the input of a seasoned surveyor means that tasks will be identified that a novice surveyor would not even consider.
• Sample management report outline. This report outline will show you the typical sections of a management report.

Each of these tools alone — the Question Bank, the spreadsheet, the project plan, and the report template — will save you days and days of work while reducing your uncertainly in managing the project. Combined, they’re a compelling value.

Question Bank & Survey Assistant you will save days — if not weeks — of time.

And your result will be a higher quality survey program!