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Design and document a customer service survey-a set of at least six questions-that might be administered to your customers (either internal or external customers). Use a PC to set out and format the questionnaire and submit the entire document to your assessor. You might find it beneficial to consult with colleagues, employees and other stakeholders when constructing the survey sheet. If you do this, please record the consultation and submit your notes along with the rest of the activity results. Explain who you will deliver the survey to. Will you survey a whole population or a population sample? If you survey a large number of people, how will you stratify your survey group? Remember, that if your survey group is too small, your results will be meaningless. If it is too large, the survey will be unwieldy.
Your survey will be designed to determine customer needs, wants and expectations (remembering the differences between needs, wants and expectations) and to determine whether the product/ service or bundle you offer meets those specifications. Explain:
Once you have administered the survey, collect the results and collate them. Report on the results using tables and graphs where appropriate.
Summarise the results:
Submit to your assessor:
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