Tag Archives: Customer Service Surveys

Free Webinar: Unlock Survey Secrets: Turn Text Responses into Insight

SPSS will host a complimentary web seminar presented by Jane Hendricks, Product Marketer, SPSS Inc and Frank Maduri, Sales Engineer, SPSS Inc. This web seminar will take place on Wednesday February 25th from 2:00 to 3:00 PM EST. Reserve your webinar seat by registering now. Mention priority code MWS0021BLOG.

Here’s a brief recap of the webinar:

Open-ended survey questions allow people to express themselves in their own words; and give researchers rich new insights into attitudes and preferences regarding service, purchase decisions, product design, employment, operations, whatever the issue under study.
If you’ve limited your surveys to close-ended questions due to the time and expense of reading and manually coding text responses, this session can be your organization’s first step toward maximizing the value of your survey data.

Created specifically for open-ended survey responses, SPSS Text Analysis for Surveys uses proven technologies in computational linguistics to make it far more powerful than typical text-coding procedures. It allows you to categorize hundreds, even thousands of responses in a fraction of the time it would take to do so manually. Then easily export results for further analysis and graphing.

What you will learn by attending:

  • How to turn text into quantitative data
  • How to save even more time by automating the creation of categories and the coding of responses
  • How to uncover category relationships using visualizations such as bar charts and tables
  • How to export results to Excel, SPSS or other software for analysis
  • And more!

Don’t miss your chance to view this free webinar. Click on the link below to register.
https://www1.gotomeeting.com/register/189677043

Customer Service Expectations

Gethuman.com conducted a survey on customer expectations regarding customer support as reported here. One interesting point that the survey found, is that 60% of customers “expect” responses within 4 hours of initial contact. While many consumers complain frequently about a lack of customer service, it is apparent, that the expected level they set is still quite high. The full report can be found at www.fuze.com. Make sure to post any comments on interesting findings here!