Northern Arizona University

SATISFACTION SURVEYS

Satisfaction surveys may be of many types, although those that analyze customer or employee satisfaction are the most common. These are typically paper survey instruments which ask customers or employees to rate their satisfaction with a number of factors or attributes according to a scale – for example, a 5-point scale that ranges from “Not at all satisfied” to “Totally satisfied.” Initial satisfaction surveys should be conducted to provide baseline data, then be repeated periodically to record any changes that might have occurred. Satisfaction surveys should be conducted by an impartial third party to avoid conflict-of-interest, and participants’ privacy and anonymity must be assured.

CONTACT
INFORMATION

Cheryl Cothran, Ph.D.
Phone: 928-523-2132
Fax: 928-523-5233
PO Box 6024
Flagstaff, AZ  86011-6024
Cheryl.Cothran@nau.edu

Thomas Combrink, M.S.
Phone: 928-523-2132
Fax: 928-523-5233
PO Box 6024
Flagstaff, AZ  86011-6024
Thomas.Combrink@nau.edu

Tourism Research
Phone: 928-523-6205
Fax: 928-523-5233
PO Box 6024
Flagstaff, AZ  86011-6024
Tourism.Research@nau.edu