In this episode Greg and Stephen discuss chapter nine of “Customer Satisfaction”, which looks at getting your questionnaire design right for customer research.

The quality of the questionnaire, making sure you’re asking the right questions in the right way, is vital because it underpins everything that comes afterwards. Sadly it’s often rushed, designed by committee, and doesn’t feel relevant to customers.

Greg and Stephen talk about the balance of questions, who should be consulted, the ideal length, and much, much, more.

https://tlf-public-assets.s3.eu-west-2.amazonaws.com/podcasts/Ep20+-+Ch9+Questionnaire.mp3