Please enable JavaScript.
Coggle requires JavaScript to display documents.
common examples of qualitative service quality research approach (date…
common examples of qualitative service quality research approach
(date gathering)
type of data
Qualitative
Non - numerical
YES/NO
Satisfied/ Neutral/ Dissatisfied
Quantitative
Numeric
Figures
numbers
Customer interview
Focus group
Customer advisory panel
Complaints monitoring
Critical incident technique
Ombudsmen
Documentation Analysis
why is there a need to collect data?
understand customer satisfaction/ need
what type data you want to collect?
what are the objective of the survey?
depend on how the question design and formatted
not unusual to mix qualitative and quantitative
Monitoring needed
to have the
latest info
Constantly changing/ ready to change
Quantitative Survey
Pros
Easy to design
Easy to collect information
Easy to analyse
Shorter time needed to collect data
Easy to present data display
Cons
Response outputs are pre-determined
will not have unexpected outputs
Numeric
Qualitative Survey
Cons
Difficult to collect data
Difficult to analyse data
longer time to collect data
Difficult to present data display
more manpower/time needed
Pros
Response are not structured and pre-determined
Response may generate unexpected outputs
Non-numeric