Satisfaction
Theory:
Asking a respondent how satisfied they are with a particular
subject does not measure that respondent's satisfaction objectively
but subjectively and therefore may not be representative of
their true satisfaction.
The Dynamic Questionnaire Engine™ (DQE) addresses this
by using a technique (patent pending) whereby a respondent's
emotional and rational responses to a subject are measured
and compared. Based on the theory that satisfaction is a measure
of how well a respondent's rational and emotional responses
match, a value for satisfaction can be calculated.
Disadvantages
of traditional satisfaction survey techniques:
With the increase in focus on customer satisfaction surveys
resulting from the latest requirements of the ISO 9001:2000
standard for quality management, the concerns and limitations
of the current methods for measuring and monitoring customer
satisfaction have been brought to the fore and continue to
be highlighted.
In its research into the subject, The Gosling Group have
identified that both paper based and computer based satisfaction
surveys continue to suffer from the same limitations, making
an assessment of respondent satisfaction difficult, expensive
and unreliable. The major issues continually highlighted are
typically:
- The large number of survey responses required to give
a realistic measurement of customer satisfaction
- The number of questions required within a survey to filter
out daily-emotional based responses
- The low response rate to a questionnaire survey programme
due to customers' lack of interest and/or motivation to
complete the survey
- The reliability and repeatability of the interpretation
of the data output from the satisfaction survey
- Survey benchmarking offered by many third parties not
comparing like with like and therefore not being a true
benchmarking on which decisions can be made
- So called 'simple' surveys attempting to quickly assess
a customer's satisfaction by asking questions such as "How
satisfied are you with..." resulting in emotional responses
on which strategies can not be based
Benefits of the Dynamic
Questionnaire Engine™ technology:
In order to address the typical limitations identified with
today's satisfaction surveys, DQE Solutions has developed
its DQE technology (patent pending) which offers the following
features and benefits:
Feature
 |
Benefit
|
| Typically only 21 questions required |
Questionnaire not seen as a burden and completed in
less than 5 minutes |
| Daily-emotional responses filtered out automatically
at source |
Quality of inputs enhanced which ensures a more
representative input |
| Recorded satisfaction value 'weighted' in line
with respondents' "level of conviction" |
Clearly shows how customer satisfaction will change over time |
| Respondent receives immediate feedback to their input |
Motivates respondent to complete the questionnaire,
and representatively |
| Analysis of results concise and jargon free |
Results easily interpreted and 'corrective actions'
immediately definable |
| Results computer generated and repeatable |
True benchmarking achievable |
| Only a small sample size required to generate a realistic
satisfaction analysis |
Simplifies and speeds up the whole survey process and
reduces survey costs |
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