service marketing chapter12 Researching service success and failure

service marketing chapter12 Researching service success and failure

Question&Answers
Find a customer satisfaction survey on a service organizaion’s Web site and answer the following:

1.Comment on the structure of the survey-its number of screens,the number of questions,how long you take to fill out the survey,the response for the questions.
2.Critique the survey content.How well does it align with the service quality model presented chapter 10?
3.Assess the utility of the information you can gather from the survey?