Please enable JavaScript.
Coggle requires JavaScript to display documents.
IN-DEPTH CUSTOMER INTERVIEWS, examples of qualitative service - Coggle…
IN-DEPTH CUSTOMER INTERVIEWS
solicit detailed customer views.
their experience in using your service/products
gain information about the organisation that was not anticipated
Semi-structured
50%pre determined questions
Unstructured
50%reactive questions
very time consuming and expensive
1- 1 meeting or small group
data collected and analysis will be time consuming
qualitative response
Structured interviews
pre-determined questions
question set are not able to comparisons
Customer will be reluctant to provide feedback
examples of qualitative service
Customer interview
Focus group
Customer advisory panel
Complaints monitoring
Critical incident technique
Ombudsmen
Documentation Analysis