#17 Customer Feedback #20 The Marketing Survey

#17 Interview individuals who have recently completed an online purchase by preparing interview questions that critique the experience, including: documenting overall impressions of the product selection, purchasing experience, and the features that facilitated or hindered the website usage.  Deliver a presentation synthesizing customer feedback based on the interviews.
#20 Design a survey with a focus on product or service improvement; collect survey data, and interpret, analyze, and report key survey findings through charts or graphs.  

Customer Feedback

Today we will be looking at the value of customer feedback.
Click on the survey link to give some of your own anonymous feedback about this class.  When everyone is finished we will look at the results and determine potential improvements to make the class more effective.

Why is feedback important?

• Name some areas that you like to give your opinion about decisions that impact you? 
• Do you like to give your opinion about websites when asked? 
• Do you sometimes get irritated when you are trying to research a topic or make a purchase and you feel delayed because they want to ask you to complete a "short survey"?  
• Why do they want to frustrate you when you are ready to make a purchase?

Read the article linked here to see some reasons why it can help you to just ask.

Feedback Savvy

How many of you usually answer the feedback option that pops up on websites?

Let's discuss what makes good and bad survey questions.

Read pages 689-693 to learn about constructing the questionnaire.

1. When does a research questionnaire have validity and reliability?
2. What is the difference between forced-choice questions and open-ended questions?
3. Why is it important that questions be written clearly and as briefly as possible?

To better understand the concept of yes/no questions, explain why the following questions are poorly constructed.
How can each question be rewritten to improve the questions?

1. Was your hotel experience enjoyable and problem-free?
2. Do you support the mayor's view on education?
3. Will you ever return to Los Angeles?

Let's Use It!

Create a 6-question questionnaire to use in interviewing at least 8 people who have recently completed an online purchase to critique the experience. From Google Forms use "Event Feedback" template.

Once the questions are complete, we will collect emails so you can send a link to each person in the class.

Rubric - 45 points

5    -Overall impressions of the product selection

5    -Purchasing experience

5    -Features that facilitated or hindered the website usage

15  -At least three additional questions

• only 1 yes/no question
• (6th question should ask which site the purchase was made)

5     -well-constructed questions

10   -presentation / conclusions learned from data

• What are some areas on sites that need to be improved?
• What can happen to business if those areas are not improved?

You may interview students in this class.
Presentations will take place at the end of next class period.

1. Get with partners an compare your questions with the rubric - (validity)
2. Each person e-mail your email to me in the subject line (julie6davis@gmail.com)
3. Each team should email survey link to all emails listed (including mine)
4. Each person should get ___ emails.
5. 
   
6. After all surveys have been taken, partners get together to analyze the data and preparing for presenting data and conclusions with the class. (10 minutes)

Class Wrap Up

What are some areas that we found on sites that need improvement?
If those issues are not corrected how can this affect businesses?

Connect with you Parents - Exit Ticket

How many of you changed your opinion on answering the website surveys after this lesson?

When you go home do your parents ask "How was your day?"

Instead of saying "fine" we are going to prepare a short summary of what you learned in class today.

On a sheet of paper write a few sentences explaining the value of customer feedback.