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IGTC01CS - Using Customer Surveys to Improve Service (EN)
01 - Introduction
01 - Welcome (0:56)
02 - Getting the most out of this course (1:06)
03 - Understanding survey limitations (2:57)
02 - 1. Designing Surveys
02 - Exploring survey types (4:04)
01 - Establishing a survey goal (3:12)
03 - Searching for survey alternatives (2:31)
04 - Choosing a delivery method (3:52)
05 - Increasing response rates (3:34)
03 - 2. Writing Survey Questions
02 - Reducing the number of questions (3:22)
01 - Evaluating question types (3:00)
03 - Creating scaled questions (3:35)
04 - Writing effective questions (3:09)
04 - 3. Analyzing Survey Data
01 - Using analysis to gain insight (3:10)
02 - Drilling down to find answers (3:16)
03 - Conducting text analysis (3:57)
05 - Conclusion
02 - Avoiding common pitfalls (2:23)
01 - Using insight to improve service (2:43)
03 - Next steps (1:26)
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02 - Avoiding common pitfalls
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