Scenario: You are a customer service center manager for Netflix, and you have been tasked with creating a customer satisfaction survey to evaluate customer interactions with call center representatives. Consider the types of calls and the best-practice experiences that you will want to measure.

Part I

Compose a brief survey with 6 survey questions and a rating scale. You may have no more than one open-ended question.

Part II

Writea two- to three-page paper, typed and double-spaced, in which you discuss the following components:

• What are the survey questions designed to measure and why did you choose to measure these components?
  • What method will be used to analyze survey feedback?
  • How will this survey information be used? What levels of the organization will see the results?
  • What change implementation or initiatives will the survey results drive?
  • What tactics will be used to encourage survey participation?
    • Often, front line teams pushback on the accuracy of survey results measuring their performance. How will you address the challenges associated with survey validity based on response rates and customer tendencies?

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