Question

Choose the best choice between Ineffective, Moderate and Effective

Your company recently went through an initiative to collect customer satisfaction ratings using an agree to disagree scale and open-ended questions. You have been tasked with reviewing the dozens of customer satisfaction surveys and identifying common trends and themes. Rate the following with regard to recognizing trends.

Question

		Ineffective	Moderate	Effective
	Randomly pick a handful of surveys and look for commonalities.
	Ask a co-worker to go through half of the surveys while you review the other half.
	Go through all surveys, documenting trends and themes.
	Talk to your supervisor about the issues she is aware of and submit those responses.
	Divide the surveys into equal groups, distribute evenly across co-workers and then hold a meeting to come to a consensus about the trends and themes noticed.
	Submit only the trends and themes that are of concern to you and your co-workers.
	Review only the open-ended comments to determine key trends.

Your company is releasing a new product and you have been asked to develop a list of potential problems with the product so your company can address them before the product is released. Rate the following with regard to identifying problems.

Question

		Ineffective	Moderate	Effective
	Wait until the product is released and then react to consumer complaints.
	Consider how different consumers use the product and what problems they may encounter.
	Test the product yourself and see if you encounter any problems.
	Gather a panel of experts and ask them to report things that could go wrong.
	Select a subset of product features to test to determine if there are any problems.
	Review issues that have occurred with similar products created by your company in the past.
	Think about the product from both a users’ and a consumers’ perspective.

As a clerk, a customer is paying for his merchandise. He wants to use a coupon to save 10% on his purchase. However, the computer system is not accepting his form of payment. Rate the following with regard to examining information.

Question

		Ineffective	Moderate	Effective
	Request the customer use another form of payment.
	Review the coupon to ensure it is valid.
	Test out the cash register and card reader to ensure they are both working appropriately.
	Move to a different cash register.
	Re-enter the coupon information to make sure it was entered accurately.
	Immediately request assistance from your supervisor.
	Ask a co-worker to handle the transaction for you.

You are having trouble understanding why a computer program is not functioning properly. It is critical that you use the program in order to effectively complete a project. Rate the following with regard to generating solutions.

Question

		Ineffective	Moderate	Effective
	Ask a co-worker for advice.
	Continue to work through the issues as best you can.
	Read the owner’s manual to find solutions.
	Use the program’s help feature to further investigate the issue.
	Contact your company’s technology team for guidance.
	Research the issue online.
	Use a co-worker’s computer instead.

Answer 1

1.
Randomly pick a handful of surveys and look for commonalities.
--> MODERATE
Ask a co-worker to go through half of the surveys while you review the other half.
--> MODERATE
Go through all surveys, documenting trends and themes.
--> EFFECTIVE
Talk to your supervisor about the issues she is aware of and submit those responses.
--> INEFFECTIVE
Divide the surveys into equal groups, distribute evenly across co-workers and then hold a meeting to come to a consensus about the trends and themes noticed.
--> EFFECTIVE
Submit only the trends and themes that are of concern to you and your co-workers.
--> INEFFECTIVE
Review only the open-ended comments to determine key trends.
--> INEFFECTIVE
////////////////////////////////////////////////////////////////////
2.
Wait until the product is released and then react to consumer complaints.
--> INEFFECTIVE
Consider how different consumers use the product and what problems they may encounter.
--> MODERATE
Test the product yourself and see if you encounter any problems.
--> EFFECTIVE
Gather a panel of experts and ask them to report things that could go wrong.
--> INEFFECTIVE
Select a subset of product features to test to determine if there are any problems.
--> MODERATE
Review issues that have occurred with similar products created by your company in the past.
--> INEFFECTIVE
Think about the product from both a users’ and a consumers’ perspective.
--> INEFFECTIVE
//////////////////////////////////////////////////////////////////////
3.
As a clerk, a customer is paying for his merchandise. He wants to use a coupon to save 10% on his purchase. However, the computer system is not accepting his form of payment. Rate the following with regard to examining information
Request the customer use another form of payment.
--> INEFFECTIVE
Review the coupon to ensure it is valid.
--> EFFECTIVE
Test out the cash register and card reader to ensure they are both working appropriately.
--> INEFFECTIVE
Move to a different cash register.
--> INEFFECTIVE
Re-enter the coupon information to make sure it was entered accurately.
--> EFFECTIVE
Immediately request assistance from your supervisor.
--> EFFECTIVE
Ask a co-worker to handle the transaction for you.
--> INEFFECTIVE
////////////////////////////////////////////////////////////////////////
4.
Ask a co-worker for advice.
--> MODERATE
Continue to work through the issues as best you can.
--> INEFFECTIVE
Read the owner’s manual to find solutions.
--> MODERATE
Use the program’s help feature to further investigate the issue.
--> MODERATE
Contact your company’s technology team for guidance.
--> EFFECTIVE
Research the issue online.
--> MODERATE
Use a co-worker’s computer instead.
--> INEFFECTIVE