Designing and Testing Customer Satisfaction Surveys on WWW Sites

机译：在WWW网站上设计和测试客户满意度调查

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The types of surveys being conducted on the web fall into two categories: surveys that determine who is using the WWW and surveys that determine customer satisfaction with the product or service. To the survey guidelines described by GVU, we add five guidelines for designing web customer satisfaction surveys based on reviews of recent surveys and browsing the web: (1) Begin with a clear mission statement. (2) Classify current users of the site. (3) Report the results online. (4) Limit the length of the questionnaire to no more than 25 multiple-part questions. (5)Limit big graphics.

机译：在网络上进行的调查类型分为两类：确定谁在使用WWW的调查和确定客户对产品或服务的满意度的调查。在GVU描述的调查准则中，我们添加了五项准则，用于基于对最近调查的评论和浏览网络来设计网络客户满意度调查：（1）从明确的任务说明开始。（2）对站点的当前用户进行分类。（3）在线报告结果。（4）将问卷的长度限制为不超过25个多部分问题。（5）限制大图形。

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《44th Society for Technical Communication annual conference》|1997年|298-301|共4页
会议地点 Toronto(CA)
作者
Susan G. Feinberg; Peter Y. Johnson;
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作者单位

Technical Communication Information Design Illinois Institute of Technology 3101 S. Dearborn Chicago, IL, 60616;

Chemistry Illinois Institute of Technology 3101 S. Dearborn Chicago, IL, 60616;

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原文格式 PDF
正文语种 eng
中图分类通信;
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入库时间 2022-08-26 14:18:09

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Designing and Testing Customer Satisfaction Surveys on WWW Sites

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