We'll just need a little more information in order to optimize our services and communications for you:

Placement of Survey Questions

Get My eBook Now

The placement of certain key survey questions – particularly the overall satisfaction question in a customer satisfaction questionnaire – has been extensively debated among academics, suppliers, and clients. 

The point of view outlined in this paper results from the discussion in our Research Leadership Council sessions, our Marketing Sciences Department, a review of the relevant academic literature, and a limited amount of side-by-side testing. 

Importantly, no overwhelming body of evidence indicates whether the key metrics in a survey, particularly, questions like the overall satisfaction question, should come first (before the attributes) or last (after the attributes). 

We recommend the overall-first design to achieve the least-biased, best estimate of the real level of satisfaction that exists among a company’s customers. Download now to find out why.

SOME OF THE WORLD'S BEST BRANDS TRUST MARITZCX

Reliant
AT&T
rei
citi grey
nissan

MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

Get your free copy

loading

We promise to always keep your data safe and secure. You can unsubscribe at any time.

MaritzCX