Develop a satisfaction survey question in a matrix format that gathers ratings on the major components (10 minimum) of the customer experience using the pathway approach.

Customer Service

1) Think of a customer service experience you recently had (an oil change, a movie theater visit, a doctor’s visit, an expensive item purchase, etc.). State the company and the service/product.

This will be your client for this assignment.

2) Develop a satisfaction survey question in a matrix format that gathers ratings on the major components (10 minimum) of the customer experience using the pathway approach.

Uses a Likert rating scale. Avoids common development mistakes, such as leading, loaded, ambiguous, and double-barreled questions.

3) Develop two open-ended questions that gather what worked well and what didn’t in the respondent’s own words.

The questions should avoid leading to yes/no responses and should be phrased with ease of understanding in mind.