Answer to Question #177941 in Marketing for Lori Johnson

Question #177941

Larence Shaw is doing a customer satisfaction survey for .

  1. Which two (2) contact methods would you recommend?
  2. What are two advantages and two disadvantages of each chosen method?

Expert's answer


1. Methods to recommend Larence to use when carrying out a customer satisfaction survey;

a)      In-App Survey method

b)     Post-Service Survey method

2.Advantages and disadvantages of choosing the indicated methods above;

Advantages of In-App survey

                              I.           This method will help Larence to get the maximum response rates.

                              II.           This method is convenient in measuring some of the standard customer satisfaction metrics.

Disadvantages of In-App Survey

                                I.           This method is not suitable for complex and lengthy questions.

                              II.           Some target customers may not have a smartphone or statistics plan.

Advantages of choosing Post Service Survey

                                I.           It focuses on the customer’s satisfaction, thus would enable Larence to get positive results.

                              II.           It is asked instant after delivery when it’s still fresh on the mind.

Disadvantages of choosing Post Service Survey

                                I.           It takes more time from the customer.

                              II.           The customers might not feel like sharing an unfiltered opinion.

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