Interview Script Quantitative Research

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Introduction

Hello, my name is [Your Name], and I am conducting a customer satisfaction survey on behalf of [Your Company Name]. We value your feedback and are committed to improving our services based on your experience. This interview will take approximately 10-15 minutes. All responses are confidential and will be used solely to enhance our service quality.

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Objectives

1. Measure Overall Customer Satisfaction: Quantify the level of satisfaction with our customer service.

2. Identify Areas for Improvement: Pinpoint specific aspects of the service that may need enhancement.

3. Assess Recent Changes: Evaluate the impact of recent changes made to our service processes and their effectiveness.

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Interview Questions

1. Overall Satisfaction

   • On a scale of 1 to 10, how satisfied are you with our customer service? (1 = Very Dissatisfied, 10 = Very Satisfied)

   • Follow-Up: Can you provide specific reasons for your rating? What aspects of our service contributed most to your satisfaction or dissatisfaction?

2. Service Quality

   • How would you rate the quality of the service you received? (Excellent, Good, Average, Poor)

   • Follow-Up: Were there particular elements of the service (e.g., problem-solving ability, clarity of information) that stood out? Please elaborate on your experience.

3. Response Time

   • How satisfied are you with the response time of our customer service team? (Very Satisfied, Satisfied, Neutral, Dissatisfied, Very Dissatisfied)

   • Follow-Up: Did you experience any delays? If so, how long did it take for your issue to be addressed, and how did it affect your overall experience?

4. Staff Professionalism

   • How would you rate the professionalism of our staff? (Very Professional, Professional, Neutral, Unprofessional, Very Unprofessional)

   • Follow-Up: Can you provide examples of interactions with our staff that demonstrated professionalism or lacked it? How did these interactions influence your perception of our service?

5. Resolution of Issue

   • Was your issue resolved to your satisfaction? (Yes, No)

   • Follow-Up: If your issue was not resolved to your satisfaction, please describe the issue and any steps taken that you feel were inadequate.

6. Likelihood to Recommend

   • On a scale of 1 to 10, how likely are you to recommend our services to friends, family, or colleagues? (1 = Not at All Likely, 10 = Extremely Likely)

   • Follow-Up: What factors influenced your rating? Are there specific features or aspects of our service that you would highlight in a recommendation?

7. Additional Feedback

   • Do you have any additional comments, suggestions, or feedback that could help us improve our customer service?

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Data Collection

Data will be collected via face-to-face interviews at customer service centers, phone calls for convenience, and online surveys for broader reach. All interviews will follow a uniform set of questions to ensure comparability.

Data Analysis

Data will be analyzed using SPSS and Microsoft Excel. Descriptive statistics (mean scores, standard deviations, frequency distributions) will summarize customer satisfaction. Inferential statistics (regression analysis, ANOVA) will identify patterns and differences across demographics like age, location, and service type. This will help us draw meaningful conclusions and make data-driven decisions to improve customer service.

Reporting Findings

The findings will be compiled into a detailed report, which will include visual aids such as charts, graphs, and tables to present trends and patterns. The report will highlight key findings, provide actionable recommendations, and outline any potential areas for further investigation.

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Closing

Thank you for taking the time to participate in this survey. Your insights are crucial in helping us enhance our services and better meet your needs. If you have any additional questions or require further assistance, please do not hesitate to contact us in our contact information. Your feedback is greatly appreciated.

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