In a recent post, I critiqued the invitation for a Technical Support survey from Apple. Here’s my review of the online survey.
Grade: B-
Pros
- The survey is short enough that a low percentage of respondents are likely to abandon the survey (exit without completing).
- The rating scales are well balanced
- It includes an open-ended question to capture additional comments and suggestions
Cons
- It lacks an instruction for a grid rating
- There is a separate question for a rating that could have been included in the grid
- The grid columns are a little too wide
- The button that says “Next Page” should read “Submit Survey”
- The survey ends on a closed-ended question instead of the one open-end
Details
Bottom Line
This survey is likely to produce actionable information for Apple but needs a little tweaking to be more user-friendly.
Tags: apple, apple computer, best practices, Customer Satisfaction, marketing research, online survey, support survey, survey invitation, survey invitations, tech support, technical support
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