DocQment

There is a customer satisfaction survey for documentation online at GE Industrial. The survey is available in seven languages and addresses both software and hardware manuals.

The May issue of STC’s Intercom magazine includes the Quest for Quality column, which addresses how to build a customer satisfaction measurement survey. The example is an information product.

A few basic resources in customer service and satisfaction are listed here. If you have references to add, please leave a comment. (more…)

Surveying customers and stakeholders is a key practice in quality management. Recent literature identifies the following as major references. Do you have experience using other resources to help you design and administer surveys? (more…)