Bootcamp

.

. Oct. 25, 9:00-3:30
Pre-Conference Bootcamp:
Customer Satisfaction Survey Design
Presenter: Dr. Fred Van Bennekom, Great Brook Consulting.Your single best source of customer feedback is almost always a customer satisfaction survey. But can you trust the answers your survey provides?Led by a leading survey design expert, this intensive one-day bootcamp will walk you through the questionnaire design process and will provide a rigorous methodology for eliminating “garbage in, garbage out” satisfaction metrics.

  • The steps in the questionnaire design process
  • How to figure out what questions to ask
  • Elements of a well-designed questionnaire
  • How to write good questions that avoid introducing bias
  • The types of questions used in most surveys
  • Question formats – and their impact upon reporting results
  • How to generate more actionable data

Registration fee for the bootcamp is $385 and includes all materials, plus breakfast and lunch. Attendees will also receive a copy of Dr. Fred’s book, Customer Surveying.

Dr. Fred Van Bennekom of Great Brook Consulting is a well-known expert in survey design and customer satisfaction metrics, and he also advises clients on how to integrate customer feedback into product design decisions, company operations, and service management strategy. Fred teaches in the Executive MBA program at Babson College and Northeastern University’s College of Business Administration; he is the author of  Customer Surveying: A Guide for Service Managers.

Register

  • “Helped me connect with another company that was implementing the same CRM system as us. A tremendously beneficial contact.” -- Daniel Reese, Deltek