Satisfaction Surveys: You've Measured It, Now What?


Foundational Refreshed: 14 November 2017 | Published: 12 April 2016 ID: G00303264

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Summary

This research answers questions CIOs most frequently ask of Gartner analysts regarding satisfaction surveys: how to create them and interpret the results.

Table of Contents

  • Introduction
  • Analysis
    • How Do Our Satisfaction Scores Compare to Other Companies?
    • What Is a "Good" Customer Satisfaction Metric?
    • How Do We Interpret Satisfaction Survey Findings?
    • How Do We Create Global Parity When Comparing Satisfaction Survey Scores?
    • How Do We Conduct the Survey — Templates, Frequency and Participants?
    • How Do We Increase Response Rates?
    • Set Goals and Make Commitments
  • Gartner Recommended Reading
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