This document provides instructions for staff to systematically collect customer contact information for a customer satisfaction survey in an unbiased way. Staff should ask the first customer who approaches the reception desk at the beginning of each hour for their contact details and if they decline, ask the next customer. They should continue this routine each hour to collect at least one contact per hour. The goal is to gather a broad range of customer perspectives by collecting at least 10 addresses per day without selectively choosing particular customers.

1. MarketResearchTips:
How to approach
the right people.

2. You've tasked your front line
staff to start collecting names
and email addresses from your
customers for a continuous
satisfaction study.

3. You need the results of the
survey to be the most reliable -
and most useful - if a large and
representative sample is
achieved.

4. So how do you ensure you
gather as broad a cross-section
of people as possible, from as
many people as possible?

5. To avoid any bias in the collection
process, it is important that staff
do not randomly choose who
they approach.

6. Instruct staff to follow this
systematic & clearly-defined
sampling routine:

7. 1. Ask the first
customer who
approaches the
reception desk at
the beginning of
every hour, or the
hour.

8. 2. If this person
declines to provide
their contact
details, ask the
next person who
approaches the
desk.

9. 3. Continue this
routine until at
least one person
has entered their
contact details
each hour.

10. Staff should not attempt to
collect email addresses only
from people they think will
be happy to help.
(e.g people who are smiling or
who look most approachable)

11. Staff should continue
collection of contact details
throughout the day.
Aim to collect at least 10
email addresses every day.

12. getsmart is a survey system
designed to capture
feedback from customers &
to monitor changes in
customers expectations &
satisfaction over time.

13. If you would like to find out
about the range of surveys
we have developed, head to
www.getsmartglobal.com
or email us at
info@getsmartglobal.com