Chapter 4

Does a high average score mean customers are fine?

Điểm trung bình cao có nghĩa khách đang ổn?

The chapter's question

What are the customers' answers saying?

Big idea

An average score tells you nothing unless you read every open answer.

In this chapter

  1. Part 4.1

    Low Scores First

    Why read the low-score answers first?

  2. Part 4.2

    Grouping Comments

    How do I group open answers into themes?

  3. Part 4.3

    Few Responses

    With thirty responses, how far can I draw conclusions?

  4. Part 4.4

    Compared to Behaviour

    Do survey scores match how customers actually use the product?

The reading for this chapter is inside Conan School

This chapter has 4 readings, with case stories and exercises. Chapter 1 of The Survey Nobody Answers is free to read right here.

Read in Conan School

Chapters of The Survey Nobody Answers

  1. 1.Can sending a survey without a plan do harm?
  2. 2.Are my survey questions putting words in customers' mouths?
  3. 3.Do customers ignore surveys because of timing?
  4. 4.Does a high average score mean customers are fine?
  5. 5.Do customers know anyone read their last answers?