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Doubt is not a pleasant condition, but certainty is an absurd one.
This self-directed training document is intended for HRDC-Quebec Region managers and employees who are responsible for conducting client satisfaction surveys. First it discusses the various phases of planning a survey, starting with the initial decision to do so. Next it describes the various methods of conducting surveys and explains the concept of client satisfaction. This document then discusses the questionnaires that HRDC has developed to survey client satisfaction and explains the issues involved in sampling client populations. It then presents the principles involved in conducting surveys. The last two sections of this document deal with analyzing, presenting, and interpreting survey results.
All the sections can be read in sequence, or refered to them individually, depending on needs. The subjects covered have been chosen after consultations with many HRDC-Quebec Region employees and represent the areas where people most often encounter problems when measuring client satisfaction. In addition to the text readings, this document includes interactive tools, some designed to support decision-making, others to provide technical information that is hard to find anywhere else.
The conclusions and recommendations were aimed at the report production period. Since then, HRDC-Quebec may have reconsidered the recommendations given the evolution of its business environment.
Table of contents
144 pages, 1,175k [PDF format]
To reach us:
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Benoît Gauthier : firstname.lastname@example.org, @BGauthierCEEQ
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