Survey Design

Focusing on customers is critical to any business and, oftentimes, a manager’s compensation is based on improving customer satisfaction. But how do you make sure that you are truly measuring satisfaction? What questions should you ask to obtain actionable information? How do you ask questions to make sure you get honest answers? What techniques do you use to analyze and present the results to best identify improvement opportunities?

In this 2-day workshop you will learn to apply state-of-the-art techniques to measuring customer satisfaction and loyalty. These techniques will help you focus your improvement strategies on those things that matter most to your customers and will produce the largest return on your investment.

Course Topics

This is an introduction to sample survey design with an emphasis on practical aspects of survey methodology:

• Survey planning
• Sample design and selection
• Survey instrument design
• Data collection methods
• Analysis and reporting

Application areas discussed will include program evaluation, opinion polling, customer satisfaction, product and service design, and evaluating marketing effectiveness. Data collection methods will include face-to-face, mail, Internet and telephone.

Who Should Attend

Quality, marketing, human resources, business research, and other professionals responsible for collecting or interpreting customer or employee survey data, as well as managers who are held accountable to the results of these surveys.

Contact us at cqas@rit.edu or 585-475-6990 for future dates.

Individual Registration: $695

Discounts (only one discount per person):

• Members of MedTech or GRQC: $626 (10%)
• RIT Alumni, Employees, and Immediate Family Members: $556 (20%)
• Full-Time College Students (all institutions): $556 (20% discount).  Contact cqas@rit.edu or 585-475-6990 for a coupon code.

Group Registration (no other discounts apply) *

• 2 people: $626 per person (10%).  RIT Alumni and Employees - please register as 2 individuals
• 3+ people: $556 per person (20%)

Price includes: continental breakfast, lunch, and afternoon break; all course materials.

Accommodations: Rooms may be reserved at the Radisson Hotel adjacent to the RIT campus. Information on how to make a reservation will be emailed to you.

Cancellation Policy

Refunds will be issued for cancellations received and confirmed at least 10 business days prior to the program date. No refunds will be issued for cancellations received after that date. Please email cqas@rit.edu with any questions.