Sampling and Data Collection Plan
August 3, 2014
Sampling and Data Collection Plan.
Customer service is an important part of any business and can mean the success or failure of a business. It is important to know that a business cannot make everyone happy but can do everything in their ability to make improvement in areas where customer service is lacking. Express Card (EC) customer service call center has declined in customer satisfaction in the last five years. Because of this finding Express Card has requested an independent research team to do a study to analyze data from two different data sets and formulate a plan of action towards the ...view middle of the document...
d. Very dissatisfied
5. How would you rate satisfaction with the representative’s knowledge?
a. Very satisfied
d. Very dissatisfied
6. How professional was our customer service representative.
a. Extremely professional
b. Very professional
c. Moderately professional
d. Slightly professional
e. Not at all professional
When collecting data it is important to make sure the data is valid and reliable. A way to do that is to establish different techniques to require the subject to answer the question rather than speed through with the same basic questions. It important to place questions that are either answered right or wrong, and questions must be clear and concise and easy to understand by all.
Data Collection, Protection and Storage
The data will be collected by sending a surveys to customers that called into the call center with in the last 30 days. Emails will be sent to our customers to click on a link to participate in a survey, the customer information will be kept confidential unless the customer chooses to identify themselves and request feedback from his or her customer service concerns. The data will be stored in a secure system following the guidelines of the Privacy Act of 1974 and Amendments. “The Act governs the collection and storage of personal information and possible systems abuse” (GSA, 2014). Access to the data will be protected by username and password and only accessible by those employees who need access to...