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Customer Loyalty 2.0
Program
Validation
Business Linkage Analysis
Build Customer-Centric Operational Metrics
Customer Satisfaction Surveys
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Program
Validation
Survey validation efforts are designed to
provide an objective assessment of the quality of the survey
program to ensure survey results reflect reliable, valid and
useful customer feedback. Because customer feedback can be
used for the purposes of making business decisions, survey
results that are reliable and valid result in excellent
business decisions. These business decisions include, but
are not limited to:
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Compensating employees
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Allocating company resources
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Changing business processes
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Benchmarking best practices
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Developing training programs
Program validation involves a thorough
examination of the entire survey process (e.g., questions,
data collection, data analysis, data use). Your customer
survey data will be used to calculate reliability statistics
and validation coefficients. The extent of analyses
performed on the survey data will depend, in part, on the
survey questions and number of surveys that are being
conducted. Generally, the statistical analyses will focus on
calculating indices that support the reliability and
validity of survey programs.
There are two general areas of survey quality that will be
addressed. They are reliability and validity (please see
figure to the right). Reliability reflects the degree to
which scores are free from random error and typically deals
with measurement precision/consistency. Validity refers to
the degree to which the scores are measuring what they are
designed to measure and typically deals with the meaning of
scores from the measurement system. |
