NHSBSP Consumer Satisfaction Questionnaires:
Before You Start

ISBN 1 871997 31 3

When considering using customer satisfaction questionnaires there are many factors to be taken into account and many decisions to be made. If you do decide to use a questionnaire the mechanism for its application and the consequent analyses must be fully understood and able to be put in place. This report refers to the various steps involved in the deployment of questionnaires and outlines the main points for consideration.

B Benjamin. NHSBSP Publication No 23. Published September 1992.

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