I was recently surfing the web and found myself at http://www.netpromoter.com/. So, visited their Blog and found a post by Satmetrix CEO Richard Owen which talked about my Rule #7 for customer surveys and discussing the effects on him of a survey he took that failed to incorporate known information (thus violating the rule). Rule #7 states: "Never ask a customer a question you already have the answer to." Richard did a great job documenting why this is great rule for customer surveys. So, I thought I'd share his post here.
http://www.netpromoter.com/netpromoter_community/blogs/richard_and_laura/2011/04/16/hello-old-friend-who-are-you-again
For anyone who want to read my original post. It's here on the site.
http://www.netpromoter.com/netpromoter_community/blogs/richard_and_laura/2011/04/16/hello-old-friend-who-are-you-again
For anyone who want to read my original post. It's here on the site.
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