Customer Satisfaction Survey Audit: Questions, Timing and Bias
Review your survey for bias and low response.
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[VERIFY] is an editorial flag, not a blank to fill. Wherever the prompt shows [VERIFY], check that item against a reliable source before you use it.
Audit our customer satisfaction survey. The questions and scale: [SURVEY_QUESTIONS]. When and how it is sent: [SEND_TIMING_AND_METHOD]. Response rate and score history: [RESPONSE_AND_SCORES]. How results are used: [RESULT_USE].
Review question wording (leading, double-barrelled, vague), scale design and labels, the position of the first question, length and time to complete (estimate with assumptions), timing relative to the interaction, who receives it (all tickets or only resolved ones), and whether free text is analysed. Calculate the response rate and what it implies about non-response bias with caution, showing the arithmetic. Provide a rewritten survey of three to five questions, a plan to follow up with unhappy customers, and a method to analyse comments by theme. List what the survey cannot tell us.
Do not claim a sample is representative. Mark any benchmarks I mention as unverified [VERIFY].
Add a worked response-rate example: 1,200 sent, 132 responses is 11 percent; 80 percent of responses came from customers whose tickets were resolved within a day, so unresolved customers are under-represented. Include a rewrite of a leading question ('How great was our service?') into a neutral one.
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