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GUIDESTAR RESEARCH WHITE PAPER
GUIDESTAR RESEARCH -
WHITE PAPER - DECEMBER 2005 7
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Course delivery (instructors' theoretical knowledge, hands-on knowledge, etc.)
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Instructors' presentation/communication skills
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Encouragement of participation
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Good use of time in the class
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Difficulty of tests
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Test process
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Structure of tests
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Levels of achievement
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Knowledge your (various positions) have of ABC products
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Skills your (various positions) have to administer, operate and service ABC products
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ABC courses are a good educational investment considering the tuition/travel cost
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ABC courses are well presented
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Knowledge gained has had a direct impact on my (my business) performance
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Skills gained have had a direct impact on my (my business) performance
Tracking Dimensions
Compared to one year ago, is ABC's customer service (any dimension):
(Better, Worse, Same)
Section 3 - Demographics
These questions provide the ability to analyze results by respondent segments and sub-segments.
For a customer service satisfaction survey, demographics may include a variety of variables which
would classify customers. For example:
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Geography/location
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Type of business
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Position title
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Function/role-responsibilities
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Types of product(s) used
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Types of service(s) used
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Frequency of product/service use
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Spending range on products/services
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Sex
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Age range
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Income range
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Highest education level
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