Ever wonder why political opinion polls can claim a margin of error of 3% when they survey only 1067 people out of an electorate of, say, 2 million? 1067 is a tiny percentage of 2 million â way less than 1% in fact. So how is this possible? For most people, such a low response [...]
Recently, while travelling, I came across a customer satisfaction comment card for a hotel. These cards were being left in guestsâ rooms. Besides questions about guestsâ experiences, there were also some profiling questions. One of these questions asked guests their age. Such questions can be very useful. For example, if a hotel is surprised that [...]
There has been a lot of talk recently about how itâs no longer enough to satisfy customers. Weâre told that we need to âdelightâ them. If you are running an online survey to assess customer satisfaction you may well be looking to know how to delight your customers. But be careful – you might be [...]