Scaling The Experience Ladder « GreenBook Market Research Blog
Here's an interesting article that points out how important the choice of rating scales is to your customer feedback efforts. And how so many businesses get it wrong!
Shortly after I took my vehicle in for service, I got a customer satisfaction questionnaire by e-mail. They wanted my ratings in a number of areas ...
www.greenbookblog.org/2010/.../scaling-the-experience-ladd...
Fixed the broken link in the previous post.
Andy
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