Title :
Collecting and incorporating feedback from customers: The usefulness of telephone surveys
Author :
Ridgway, Lenore S. ; Grice, Roger A.
Author_Institution :
Ridgway Consultancy, Kingston, NY, USA
Abstract :
Some of the obstacles to collecting telephone customer feedback are examined, and a collection method is proposed that puts a less-than-expected burden on customers while, at the same time, maximizes the usefulness of the information which it is possible to obtain
Keywords :
information needs; marketing; collection method; telephone customer feedback; telephone surveys; Costs; Data analysis; Feedback loop; Lakes; Professional communication; Telephony;
Conference_Titel :
Professional Communication Conference, 1993. IPCC 93 Proceedings. 'The New Face of Technical Communication: People, Processes, Products'
Conference_Location :
Philadelphia, PA
DOI :
10.1109/IPCC.1993.593850
