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DeAnne Anderson
Have you ever wondered what your customers are thinking? How does your company fare in their eyes? Did you know that an upset customer tells on average between 10 and 20 other people about an unhappy service experience? This is known as the ripple effect and research shows that it costs about 5 to 6 times as much to attract a new customer as it costs to keep an existing one. Therefore now, more than ever, with the amount of competition in any market, it is imperative to retain your existing customers by keeping them happy.
Regardless of your industry (retail, wholesale, services, healthcare, you name it), you have customers. And...
Read more
Have you ever wondered what your customers are thinking? How does your company fare in their eyes? Did you know that an upset customer tells on average between 10 and 20 other people about an unhappy service experience? This is known as the ripple effect and research shows that it costs about 5 to 6 times as much to attract a new customer as it costs to keep an existing one. Therefore now, more than ever, with the amount of competition in any market, it is imperative to retain your existing customers by keeping them happy.
Regardless of your industry (retail, wholesale, services, healthcare, you name it), you have customers. And...
Read more
Have you ever wondered what your customers are thinking? How does your company fare in their eyes? Did you know that an upset customer tells on average between 10 and 20 other people about an unhappy service experience? This is known as the ripple effect and research shows that it costs about 5 to 6 times as much to attract a new customer as it costs to keep an existing one. Therefore now, more than ever, with the amount of competition in any market, it is imperative to retain your existing customers by keeping them happy.
Regardless of your industry (retail, wholesale, services, healthcare, you name it), you have customers. And one of the most effective ways to measure how they feel about your company is by having them give you feedback through a survey. Surveys can reveal trends among your customers and weak areas among your staff, so after compiling and reviewing the data, you can use it to prioritize tasks to correct or improve things your customers may have complained about. Surveys also allow you to utilize customer suggestions to improve or create new products or services.
Upon completing this course, you will be able to create a new Google account, create survey questions, design the survey and review data in Google Forms and Google Sheets.
Note: This course works best for learners who are based in the North America region. We’re currently working on providing the same experience in other regions.
Register for this course and see more details by visiting:
OpenCourser.com/course/bungi1/creating
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Examines customer feedback and its impact on business operations, providing valuable insights for audience interested in improving business outcomes
Helps learners understand the significance of customer retention and satisfaction, which is crucial for business growth and profitability
Emphasises the importance of surveys in gathering customer feedback, providing learners with practical skills for data collection and analysis
Suitable for individuals in various industries seeking to improve customer experiences and drive business success
Taught by instructors with expertise in customer feedback and business operations, providing learners with up-to-date knowledge and industry best practices
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Reviews summary
Effective customer survey design
The "Creating a Customer Service Survey Using Google Forms" course is very well-received by learners. Students attest to its usefulness and particularly enjoy its guided project. This course is recommended for beginners in using Google Forms for surveys as well as those who want to improve the effectiveness of their surveys.
Good for beginners
"It was very informative and a great beginners course for google survey."
Highly useful
"I give the course a 5 star rating because it is very apt."
"It was very informative and a great beginners course for google survey."
Helpful guided project
"I enjoyed doing this guided project. it really helpful."
"The project is guided in a simple way, easy to understand with full information and required resources included"
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Creating a Customer Service Survey Using Google Forms with these
activities:
Review Course Materials
Show steps
Familiarizes yourself with key concepts from course materials, ensuring readiness and recalling previous knowledge.
Show steps
-
Re-read lecture notes and textbook chapters.
-
Complete practice problems and review assignments.
-
Create a mind map or table summarizing key concepts.
Read "The Customer Experience" by B. Joseph Pine II
Show steps
Provides a comprehensive overview of customer experience strategies, enhancing understanding of the course concepts and their practical applications.
View
The Experience Economy, With a New Preface by...
on Amazon
Show steps
-
Acquire a copy of the book.
-
Read the assigned chapters.
-
Take notes and highlight key insights.
Complete Online Quizzes
Show steps
Assess understanding of concepts through interactive exercises, reinforcing learning and identifying areas for improvement.
Show steps
-
Access online quizzes provided by the instructor.
-
Answer questions and review feedback to identify areas of strength and weakness.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Attend Customer Service Workshop
Show steps
Offers hands-on practice, real-world case studies, and networking opportunities, enhancing practical skills and industry knowledge.
Browse courses on
Customer Service
Show steps
-
Research and identify relevant workshops.
-
Register for the workshop.
-
Attend the workshop and actively participate.
Conduct Mock Customer Interviews
Show steps
Provides practical experience in gathering and analyzing customer feedback, applying course concepts to real-world scenarios.
Show steps
-
Pair up with a peer.
-
Develop a list of interview questions.
-
Conduct mock interviews.
-
Analyze the feedback and identify patterns.
Explore Industry Trends
Show steps
Expands knowledge by staying updated with industry practices and advancements, broadening perspectives and fostering critical thinking.
Show steps
-
Read industry-related articles and blogs.
-
Attend webinars and virtual conferences.
Lead Study Group
Show steps
Reinforces understanding through active recall, promotes collaboration, and provides opportunities for leadership and communication.
Show steps
-
Gather a group of peers for regular study sessions.
-
Prepare discussion topics and review materials.
-
Facilitate discussions, answer questions, and provide guidance.
Build a Project Repository
Show steps
Demonstrates understanding of concepts by creating a tangible project, fostering practical application and showcasing skills.
Show steps
-
Identify a project idea that aligns with course objectives.
-
Gather relevant resources and data.
-
Develop and implement the project.
-
Document the project process and results.
Review Course Materials
Show steps
Familiarizes yourself with key concepts from course materials, ensuring readiness and recalling previous knowledge.
Show steps
Show steps
Show steps
- Re-read lecture notes and textbook chapters.
- Complete practice problems and review assignments.
- Create a mind map or table summarizing key concepts.
Read "The Customer Experience" by B. Joseph Pine II
Show steps
Provides a comprehensive overview of customer experience strategies, enhancing understanding of the course concepts and their practical applications.
View
The Experience Economy, With a New Preface by...
on Amazon
Show steps
Show steps
Show steps
- Acquire a copy of the book.
- Read the assigned chapters.
- Take notes and highlight key insights.
Complete Online Quizzes
Show steps
Assess understanding of concepts through interactive exercises, reinforcing learning and identifying areas for improvement.
Show steps
Show steps
Show steps
- Access online quizzes provided by the instructor.
- Answer questions and review feedback to identify areas of strength and weakness.
Five other activities
Expand to see all activities and additional details
Show all eight activities
Attend Customer Service Workshop
Show steps
Offers hands-on practice, real-world case studies, and networking opportunities, enhancing practical skills and industry knowledge.
Browse courses on
Customer Service
Show steps
Show steps
Show steps
- Research and identify relevant workshops.
- Register for the workshop.
- Attend the workshop and actively participate.
Conduct Mock Customer Interviews
Show steps
Provides practical experience in gathering and analyzing customer feedback, applying course concepts to real-world scenarios.
Show steps
Show steps
Show steps
- Pair up with a peer.
- Develop a list of interview questions.
- Conduct mock interviews.
- Analyze the feedback and identify patterns.
Explore Industry Trends
Show steps
Expands knowledge by staying updated with industry practices and advancements, broadening perspectives and fostering critical thinking.
Show steps
Show steps
Show steps
- Read industry-related articles and blogs.
- Attend webinars and virtual conferences.
Lead Study Group
Show steps
Reinforces understanding through active recall, promotes collaboration, and provides opportunities for leadership and communication.
Show steps
Show steps
Show steps
- Gather a group of peers for regular study sessions.
- Prepare discussion topics and review materials.
- Facilitate discussions, answer questions, and provide guidance.
Build a Project Repository
Show steps
Demonstrates understanding of concepts by creating a tangible project, fostering practical application and showcasing skills.
Show steps
Show steps
Show steps
- Identify a project idea that aligns with course objectives.
- Gather relevant resources and data.
- Develop and implement the project.
- Document the project process and results.
Career center
Learners who complete Creating a Customer Service Survey Using Google Forms will develop knowledge and skills
that may be useful to these careers:
Marketing Manager
Marketing Manager
Marketing Managers are responsible for developing and executing marketing campaigns. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve marketing issues. The course will also help you to learn how to use marketing software to manage campaigns and track results.
Project Manager
Project Manager
Project Managers are responsible for planning and executing projects. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve project management issues. The course will also help you to learn how to use project management software to manage projects and track results.
Sales Manager
Sales Manager
Sales Managers are responsible for leading and motivating sales teams to achieve their goals. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve sales issues. The course will also help you to learn how to use sales software to manage teams and track results.
Business Analyst
Business Analyst
Business Analysts help businesses to improve their operations and achieve their goals. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve business issues. The course will also help you to learn how to use business analysis software to analyze data and make recommendations.
Software Engineer
Software Engineer
Software Engineers design, develop, and maintain software systems. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve software engineering issues. The course will also help you to learn how to use software engineering tools and technologies to develop and test software systems.
Data Analyst
Data Analyst
Data Analysts collect, analyze, and interpret data to help businesses make better decisions. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve data analysis issues. The course will also help you to learn how to use data analysis software to manage data and make recommendations.
Financial Analyst
Financial Analyst
Financial Analysts provide advice and support to businesses and investors. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve financial issues. The course will also help you to learn how to use financial software to analyze data and make recommendations.
Product Manager
Product Manager
Product Managers are responsible for the development and launch of new products and services. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and validate product ideas. The course will also help you to learn how to use product management software to manage the product development process.
Operations Manager
Operations Manager
Operations Managers are responsible for the day-to-day operations of a business. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve operations issues. The course will also help you to learn how to use operations management software to manage processes and track results.
Consultant
Consultant
Consultants provide advice and support to businesses and organizations. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve consulting issues. The course will also help you to learn how to use consulting software to manage projects and clients.
Market Research Analyst
Market Research Analyst
Market Research Analysts gather and analyze data about customer needs and preferences. This course can help you develop the skills you need to create and conduct customer surveys, which are an important tool for market research. The course will also help you to understand how to use data analysis software to interpret survey results.
Quality Assurance Analyst
Quality Assurance Analyst
Quality Assurance Analysts test and evaluate products and services to ensure that they meet quality standards. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve quality issues. The course will also help you to learn how to use quality assurance software to manage testing and evaluation processes.
Customer Service Representative
Customer Service Representative
Customer Service Representatives provide support to customers by phone, email, or chat. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve customer issues. The course will also help you to learn how to use customer service software to manage customer interactions.
User Experience Researcher
User Experience Researcher
User Experience Researchers study how users interact with products and services. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve user experience issues. The course will also help you to learn how to use user experience research software to analyze data and make recommendations.
HR Manager
HR Manager
HR Managers are responsible for the human resources function of a business. This course can help you develop the skills you need to create and conduct customer surveys, which can help you to identify and resolve HR issues. The course will also help you to learn how to use HR software to manage employees and track results.
For more career information including salaries, visit:
OpenCourser.com/course/bungi1/creating
Reading list
We've selected 16 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Creating a Customer Service Survey Using Google Forms.
Save
Provides a comprehensive overview of customer service principles and practices. It covers topics such as customer expectations, service quality, and customer loyalty.
Provides a framework for building successful startups. It explains the importance of testing ideas quickly and cheaply, and iterating based on feedback. This book is helpful for entrepreneurs who want to launch successful startups.
Provides a behind-the-scenes look at Nordstrom's legendary customer service culture. It explains the principles and practices that have made Nordstrom one of the most successful retailers in the world. This book is helpful for anyone who wants to learn how to create a customer-centric culture in their organization.
Provides a step-by-step guide to creating a customer-centric mindset in your organization. It covers topics such as putting the customer at the center of everything you do, creating a customer-centric culture, and measuring customer satisfaction. This book is helpful for managers and executives who want to create a culture of customer obsession in their organizations.
Provides a research-based approach to improving customer experience. It explains the importance of making it easy for customers to do business with you. This book is helpful for managers and executives who want to reduce customer effort and improve customer satisfaction.
Save
Provides a framework for developing good strategy. It explains the importance of clear goals, focused actions, and alignment between strategy and resources. This book is helpful for entrepreneurs and business leaders who want to develop winning strategies for their organizations.
Provides a practical guide to creating a customer-centric culture in your organization. It covers topics such as building a strong customer focus, empowering employees, and measuring service quality. This book is helpful for managers and executives who want to create a culture of service excellence in their organizations.
Provides a step-by-step guide to creating a customer service culture in your organization. It covers topics such as setting customer service goals, measuring customer satisfaction, and training employees to provide excellent service. This book is helpful for managers and executives who want to improve the customer service in their organizations.
Provides a framework for understanding why successful companies can fail when they innovate. It explains the importance of disruptive innovation and how to avoid the innovator's dilemma. This book is helpful for entrepreneurs and product managers who want to avoid the pitfalls of innovation.
Save
Provides a comprehensive overview of customer experience management. It covers topics such as the importance of customer experience, the different stages of the customer journey, and the tools and techniques for measuring and improving customer experience. This book is helpful for managers and executives who want to improve the customer experience in their organizations.
Save
Provides a simple but powerful way to measure customer loyalty. It explains how to use the Net Promoter Score (NPS) to track customer satisfaction and predict growth. This book is helpful for managers and executives who want to improve customer loyalty and grow their businesses.
Provides a framework for understanding the challenges of bringing new products and services to market. It explains the importance of crossing the chasm between early adopters and mainstream customers. This book is helpful for entrepreneurs and product managers who want to successfully launch new products and services.
Provides a basic overview of customer service principles and practices. It good starting point for those who are new to the field of customer service.
Provides a practical approach to customer service. It covers topics such as customer expectations, service quality, and customer loyalty.
Provides a practical guide to customer service for real-world organizations. It covers topics such as customer expectations, service quality, and customer loyalty.
Provides a practical guide to customer service for call centers. It covers topics such as call center operations, customer communication, and customer problem-solving.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/bungi1/creating
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Time
2 hours
Via
Coursera
Institution
Coursera Project Network
Instructor
DeAnne Anderson
Good to know
Examines customer feedback and its impact on business operations, providing valuable insights for audience interested in improving business outcomes
Helps learners understand the significance of customer retention and satisfaction, which is crucial for business growth and profitability
Emphasises the importance of surveys in gathering customer feedback, providing learners with practical skills for data collection and analysis
Suitable for individuals in various industries seeking to improve customer experiences and drive business success
Taught by instructors with expertise in customer feedback and business operations, providing learners with up-to-date knowledge and industry best practices
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