Customers First

Soliciting Feedback? Get Your Questions In Order

Dartnell's Customers First

Surprise: Research shows that the order in which you ask questions affects the responses you get.

The next time you’re soliciting customer feedback, do it in the right order. Start with specifics and move to the general. You’re likely to see better results, says a survey.

Two Florida towns asked professors J. Edwin Benton and John L. Daly of the University of South Florida’s Center for Public Affairs and Policy Management to survey residents about the towns’ performance.

The first survey[…]


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